Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rosanna Rodriguez

Fort Worth,TX

Summary

At American Airlines, I excelled in enhancing customer satisfaction and loyalty, adeptly handling complaints with a blend of problem-solving and exceptional interpersonal communication skills. My mentorship boosted team performance significantly, showcasing my ability to foster positive environments while maintaining meticulous attention to detail and workflow management.

Experienced with coordinating customer service operations efficiently, ensuring smooth and effective communication between departments and clients. Utilizes problem-solving skills to address and resolve customer concerns promptly. Track record of implementing process improvements that enhance customer satisfaction and team performance.

Overview

14
14
years of professional experience

Work History

Customer Services Coordinator

American Airlines
07.2010 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
  • Mentored junior team members, fostering a positive work environment and boosting overall team performance.
  • Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
  • Provided backup support for sales teams during peak periods or staff shortages, maintaining seamless continuity of service levels for clients.
  • Explained charges, fees, terms of sales, and service agreements to over Number customers daily.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
  • Streamlined communication channels for increased efficiency and better customer service experience.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Kept accurate records to document customer service actions and discussions.
  • Researched and corrected customer concerns to promote company loyalty.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Interceded between employees during arguments and diffused tense situations.

Education

Criminal Justice

Berkely College
Newark, NJ

High School Diploma -

Barringer High School
Newark
06.2001

Skills

  • Complaint handling
  • Customer focus
  • Clerical support
  • Quality assurance
  • Performance monitoring
  • Customer service excellence
  • Documentation
  • Customer service
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Work prioritization
  • Meticulous attention to detail
  • Problem-solving
  • Time management
  • Administrative support
  • Workflow management
  • Customer relations
  • Handling escalations
  • Excellent time management skills
  • Decision-making
  • Quality assurance controls
  • Product knowledge
  • Product and service solutions
  • Exceptional interpersonal communication
  • Relationship building
  • Report preparation
  • Conflict resolution techniques
  • Complaint resolution
  • Schedule coordination
  • Schedule management
  • Customer retention
  • Issue resolution
  • MS office
  • Cash handling

Languages

Spanish
Native or Bilingual

Timeline

Customer Services Coordinator

American Airlines
07.2010 - Current

Criminal Justice

Berkely College

High School Diploma -

Barringer High School
Rosanna Rodriguez