Ruby Hernandez
San Antonio,TX
Overview
13
13
years of professional experience
Work History
Customer Service Support Specialist
Southwest Airlines
Phoenix, AZ
05.2011 - 08.2024
- Answered customer inquiries via phone, email, and chat services.
- Provided technical assistance to customers regarding products or services.
- Resolved customer complaints in a timely manner.
- Maintained up-to-date knowledge of company products and services.
- Updated customer information in the customer service database.
- Processed payments for customer orders.
- Handled escalated calls from customers seeking additional support.
- Provided training and mentoring to new hires on the team.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained positive working relationship with fellow staff and management.
- Provided translation assistance for customers with limited English proficiency.
Education
High School Diploma -
Barry Goldwater High School
Phoenix, AZ05-1998
Skills
- CRM Software
- Complaint Handling
- Organization
- Refunds processing
- Promotional support
- Positive and professional
- Call Management
- Consultative Sales
- Information Security
Affiliations
Guide Dogs of America advocate
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service Support Specialist
Southwest Airlines
05.2011 - 08.2024
High School Diploma -
Barry Goldwater High School