Monique Guerra
Los Angeles,California
Summary
Very Dedicated with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills. Highly organized with exemplary multitasking, time management and customer service skills. Responsible professional willing to go extra mile to assist others with solving problems.
Overview
4
4
years of professional experience
Work History
CSA (Customer service agent)
Hallmark Aviation Services ( QATAR AIRWAYS )
09.2022 - 04.2024
- Enhance passenger satisfaction by optimizing check-in processes and resolving complex issues
- Coordinate with ground crew and flight attendants for seamless operations and communication
- Assist passengers with special needs, ensuring inclusive travel experiences and support during disruptions
- Implement solutions to reduce wait times, improving overall airport experience
- Exceed customer satisfaction targets through proactive problem-solving and personalized service
- Provide excellent customer experience
- Admitting passengers: help passengers board their flights by admitting them through the gate
Receptionist/Office Assistant
Lamm Multiservices
09.2020 - 08.2022
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Kept accounts in balance and ran daily reports to verify totals
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate
- Resolved customer issues quickly and notified supervisor immediately when problems escalated
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
- Transcribed phone messages and relayed to appropriate personnel
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal
- Monitored office supplies by checking inventory and placing orders
- Data Entry
- Payable & Receivable Reports
- Managed 50 calls or more per day
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
Education
Certificate - Office Assistant
Los Angeles Job Corps
Downtown Los Angeles, CAHigh School Diploma - undefined
SIATech Charter High School
Downtown Los Angeles, CASkills
- Customer Complaint Resolution
- Computer Proficiency
- Call Answering
- Excellent Work Ethic
- Excellent customer service
- Front Desk Operations
- Team player
- Leadership skills
- Telephone Etiquette
- Problem-Solving
Languages
English - Native
Spanish - Highly proficient
Timeline
CSA (Customer service agent)
Hallmark Aviation Services ( QATAR AIRWAYS )
09.2022 - 04.2024
Receptionist/Office Assistant
Lamm Multiservices
09.2020 - 08.2022
Certificate - Office Assistant
Los Angeles Job Corps
High School Diploma - undefined
SIATech Charter High School
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