Mirta Polendo
Castle Hills,TX
Summary
Friendly Customer Service Agent possessing excellent people skills and customer service abilities. Bringing over 25 years of experience in tracking and coordinating flight schedules, greeting passengers and preparing daily departure reports. In-depth knowledge of Altea, ARD and OPS Suite software.
Overview
26
26
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
San Antonio, TX
04.2002 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved many customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management.
- Helped customers book travel on Southwest Airlines.
- Issued compensation on delayed or cancelled flights.
- Helped customers with changing their flight reservations due to a voluntary change or with a delayed departure or a cancelled flight.
- Assisted customers at Full Service check-in or Kiosk self check.
Customer Service Representative for Group Sales
Southwest Airlines
San Antonio, TX
01.1999 - 04.2002
- Informed travel agents of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Worked independently with minimal supervision.
- Built relationships with travel agencies to promote long term business growth.
Reservation Agent
Southwest Airlines
San Antonio, TX
03.1996 - 01.1999
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Provided follow through on all calls with confirmations and dissemination of requested information.
Education
Some College (No Degree) -
San Antonio College
San Antonio, TXHigh School Diploma -
Oliver Wendell Holmes High School
San Antonio, TX05.1989
Skills
- Calm and Professional Under Pressure
- Verbal and Written Communication
- De-escalation Techniques
- Understanding Customer Needs
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Strong Analytical and Problem Solving Skills
Timeline
Customer Service Agent
Southwest Airlines
04.2002 - Current
Customer Service Representative for Group Sales
Southwest Airlines
01.1999 - 04.2002
Reservation Agent
Southwest Airlines
03.1996 - 01.1999
Some College (No Degree) -
San Antonio College
High School Diploma -
Oliver Wendell Holmes High School
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