Rosalina Cisneros
St Helens,OR
Summary
Skilled in customer service and critical thinking, I excel in high-pressure environments, as demonstrated at Hertz Car Rental where I significantly improved customer loyalty. My expertise in active listening and data entry, combined with a proven track record of resolving complex issues, enhances client satisfaction and operational efficiency. Diligent front desk office assistant with background in passenger service, specializing in ensuring smooth travel experiences for customers. Successfully managed check-in procedures, contributed to positive customer feedback, and resolved service issues efficiently. Demonstrated strong communication and problem-solving skills in high-pressure environments.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Hertz Car Rental
04.2013 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Passanger Service Agent
Horizon Airlines
08.2017 - 03.2019
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
Call Center Representative
Hotwire.com
05.2010 - 04.2013
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
Associate of Arts - Dental Hygiene
Portland Community College
Portland, OR01-2030
Associate of Arts - General Studies
Clackamas Community College
Oregon City, OR03-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- attention to detail
- adaptability
- phone etiquette
- Microsoft Office Suite (Excel, Word)
- Bilingual ( Spanish )
Languages
Spanish
Limited Working
Timeline
Passanger Service Agent
Horizon Airlines
08.2017 - 03.2019
Customer Service Representative
Hertz Car Rental
04.2013 - 07.2021
Call Center Representative
Hotwire.com
05.2010 - 04.2013
Associate of Arts - Dental Hygiene
Portland Community College
Associate of Arts - General Studies
Clackamas Community College
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