Rosalina Sturges

• Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
• Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.

Supervise and direct 5 to 6 agents. Greet aircraft at the gate upon arrival. Complete security check. Check agents overall performances. Organizes magazines and flyers needed for each flight. Restock supplies

• Processed passenger ticket transactions efficiently using airline reservation systems.
• Assisted customers with flight inquiries, ensuring clear communication and satisfaction.
• Coordinated baggage handling operations to enhance operational flow at check-in counters.
• Managed boarding procedures, verifying passenger identities and ensuring compliance with regulations.
• Resolved customer complaints promptly, enhancing overall service quality and customer retention.

• Used computerized ticketing systems to process ticket orders accurately and securely.
• Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
• Researched and resolved customer ticketing issues to promote satisfaction.
• Resolved customer complaints promptly, maintaining a professional demeanor and positive company image.
• Enhanced customer satisfaction by efficiently managing ticket reservations, cancellations, and modifications.

• Managed high-volume collections calls to facilitate timely payments and maintain customer relationships.
• Implemented effective negotiation strategies to resolve outstanding balances and reduce delinquency rates.
• Analyzed customer accounts to identify patterns and develop tailored collection approaches for improved outcomes.
• Conducted regular follow-ups with customers to ensure compliance with payment arrangements and foster long-term commitment.
• Handled 200 outbound and inbound calls daily with goal of collecting owed debt.

• Managed high-volume inbound and outbound collections calls to resolve customer inquiries effectively.
• Facilitated payment arrangements and negotiations, enhancing customer satisfaction and retention.
• Analyzed account statuses to identify delinquent accounts and develop strategic follow-up plans.
• Collaborated with cross-functional teams to streamline collection processes and improve efficiency.
• Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.