Mona Viviane Flores
Tooele,Utah
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
9
9
years of professional experience
Work History
Customer Experience Specialist
Delta Air Lines
08.2017 - 05.2023
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls and messages utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Addressed approximately 50-100 customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Reservation Specialist
JetBlue Airways
04.2014 - 07.2017
- Provided customers with information about availability and pricing.
- Handled billing information over phone.
- Assisted between 50-100 customers with making reservations and entered reservation details into computer system.
- Resolved various issues and discrepancies for customers.
- Answered phone calls regarding customers inquires, concerns and complaints per day.
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
Education
Bachelor of Arts - English Literature
Utah Valley University
Orem, UT08.2025
High School Diploma -
Ter-Meer Realschule
\Krefeld, Germany08.2007
Skills
- Conflict Resolution Techniques
- Flexible and Adaptable
- Teamwork and Collaboration
- Multitasking Abilities
- Microsoft Office
- Customer Experience Improvement
- Active Listening
- Privacy and Confidentiality
- Crisis Management
- Revenue Growth
- Understanding Customer Needs
Languages
German
Native or Bilingual
Spanish
Limited Working
Timeline
Customer Experience Specialist
Delta Air Lines
08.2017 - 05.2023
Reservation Specialist
JetBlue Airways
04.2014 - 07.2017
Bachelor of Arts - English Literature
Utah Valley University
High School Diploma -
Ter-Meer Realschule
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