Paula Sterbenz
Sales Representative
Tucson,AZ
Summary
Compassionate Advocate with outstanding communication skills. Goes extra mile to provide assistance to victims of abuse through proficient knowledge of court procedures, network of resources and hard work. Passionate Court Appointed Special Advocate (CASA) with commitment to supporting clients in all aspects of cases. Excellent communication and relationship building skills with diverse audiences. Friendly and engaging with strong team collaboration abilities. Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 16 years of experience in Airline industry. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
CASA Volunteer
Pima County Juvenile Court
Tucson, AZ
09.2023 - Current
- Assist with the development of a safety plan for children in need of protection.
- Collaborate with teachers, social workers, and other professionals involved in case management.
- I build confidence, self reliance safety and stability in our most vulnerable members of society.
- Collaborate closely with Judges and social workers to support childs best interests.
- Maintain detailed records on all cases including progress notes, reports, assessments.
- Participated in team meetings to discuss strategies for achieving outcomes beneficial to the child's welfare.
- Worked closely with attorneys representing both sides of the case to ensure that legal rights are protected.
- Actively seek out additional resources that would benefit the client's situation.
- Monitored compliance of court orders regarding visitation schedules or other matters related to the case.
- Gathered and analyzed information to advocate safety, well-being and progress.
- Provide direct support, coaching and intervention to increase self-sufficiency and goal attainment.
- Perform assessments to determine individual limitations and strengths.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
Reservation Sales Representative
American Airlines
Tucson, AZ
02.2008 - Current
- Enthusiastic Reservation Sales agent, managing bookings for American Airlines and our One World Partners. Relay information on availability , pricing and schedules to past, current and future customers. Assists customers via phone by assisting with solution oriented determination and excellence in customer service and interpersonal skills. Helpful and friendly with exemplary telephone and interpersonal etiquette.
- Composed professional with excellent Problem solving and organizational Skills.
- Commitment to quality customer service and customer experience, at first point of contact In all aspects.
- Exceptional Ability to understand the needs of customers and points being made asking questions, appropriate conveying empathy and compassion. creating positive experiences.
- resolve customer related issues in reservations , schedule changes, irregular operations, delayed bags and policies.
- Maintain up-to-date knowledge of products, services, pricing and special offers.
- Work closely with other departments within the organization to provide an outstanding service experience. Self Managed and motivated well as a dedicated Team Player.
- Strong Knowledge of organizational and business practices.
- Goal driven with outstanding interpersonal communication skills.
- Excellent rapport with cross functional teams and vendors.
- Multifaceted in delivering innovative solutions.
- Exceptional attention to detail. Dynamic customer and team engagement skills. Focused representative known for being an active achievement contributor to my Teams and Company.
Training Instructor / New Hire Coach
American Airlines
Tucson, AZ
03.2023 - 04.2024
- Provided guidance to trainees on best practices related to their job roles.
- Monitored progress of trainees during classes, adjusting instruction accordingly to maximize learning outcomes.
- Collaborated with subject matter experts to develop new training initiatives tailored to specific needs of organization.
- Organized and maintained records of attendance, grades, evaluations and other pertinent data related to training sessions.
- Maintained a positive learning environment through effective classroom management techniques.
- Instructed students using a variety of methods such as lectures, demonstrations, role playing exercises and hands-on activities.
- Managed administrative tasks associated with running the class including scheduling meetings or events
- Encouraged open dialogue among learners while ensuring all conversations remain professional in nature.
- Upheld company guidelines, compliance standards and quality control procedures.
- Prepared ,facilitated and instructed programs in a competent , friendly and professional environment .Utilized technology resources such as PowerPoints to improve learning.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Collaborated with Co-facilitators in planning and leading in teamwork ensuring consistency and acuracy
- Conducted training classes for employees on features and operation of products, and processes. Collaborated with Co-facilitators
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Created tests, exercises and role-plays for courses to verify competency.
- Demonstrated professionalism and compliance to company policies and procedures.
- Maintained training records and attendance.
- Provided raised hand assist both in person and virtually.
- Explained goals and expectations required of trainees.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Conducted assessments of trainee performance, providing feedback on areas for improvement.
- Assisted with the development of a variety of instructional materials such as manuals, audio-visual aids and other resources.
- Attended special briefings and weekly team collaboration meetings.
- Facilitated group and one on one discussions with trainees to ensure understanding of course material.
Education
High School Diploma -
Torey Pines High School
La Jolla, CA06-1992
Social Sciences
Mesa Community
San Diego, CASkills
- Child Advocacy
- Legal knowledge
- Interviewing techniques
- Collaboration and Teamwork
Timeline
CASA Volunteer
Pima County Juvenile Court
09.2023 - Current
Training Instructor / New Hire Coach
American Airlines
03.2023 - 04.2024
Reservation Sales Representative
American Airlines
02.2008 - Current
High School Diploma -
Torey Pines High School
Social Sciences
Mesa Community
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