Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Marshall

League City,TX

Summary

Solution-focused Complaint Resolution Officer known for maintaining high productivity and efficiently completing tasks. Possess in-depth knowledge of conflict resolution techniques, customer service protocols, and complaint management systems. Excel in empathetic communication, active listening, and problem-solving to address and resolve customer complaints effectively. Committed to delivering resolutions that enhance customer satisfaction and loyalty.

Overview

2
2
years of professional experience

Work History

Complaint Resolution Officer

United Airlines
Houston, Texas
04.2024 - Current
  • Responding to and investigating complaints from passengers regarding accessibility services.
  • Working to resolve problems by coordinating with various departments to ensure that passengers' needs were met effectively and in compliance with regulations.
  • Serving as a point of contact between the airline and passengers, ensuring clear and empathetic communication to address concerns, and provide updates.

Reservations Agent

United Airlines
Houston, TX
10.2022 - 05.2024
  • Booking and Modifying Reservations - Assisting customers with making, changing, or cancelling flight reservations for both domestic and international travel.
  • Customer Service: Providing high-level customer service to address inquiries, resolve issues, and ensure a smooth booking experience, especially for Premier members and high-value customers.
  • Managing Itineraries - coordinating complex travel itineraries, including multi-leg and international trips, and ensuring all details are accurate and complete.

Education

Associate of Applied Science - Paralegal Studies

San Jacinto College District
Pasadena, TX
05-2026

Medical Billing And Coding - Medical Insurance Coding

Remington College
Fort Worth, TX
05-2012

Skills

  • Policy Knowledge
  • De-Escalation Techniques
  • Account Management
  • Regulatory Compliance
  • Phone Etiquette
  • Promotional support
  • Detail Oriented
  • Special Needs Assistance

Timeline

Complaint Resolution Officer

United Airlines
04.2024 - Current

Reservations Agent

United Airlines
10.2022 - 05.2024

Associate of Applied Science - Paralegal Studies

San Jacinto College District

Medical Billing And Coding - Medical Insurance Coding

Remington College

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Nicole Marshall