Samara De La Torre Valadez
Denver,CO
Summary
Driven by results at United Airlines, I enhanced customer satisfaction and retention through exceptional service and efficient complaint resolution. Leveraging skills in customer relationship management and team leadership, I spearheaded quality improvements and cross-functional collaborations, achieving notable positive feedback and fostering a culture of continuous improvement and professionalism.
Overview
26
26
years of professional experience
Work History
Premium and Global Services
United Airlines
09.1998 - 04.2024
- Conducted regular performance evaluations for staff members, providing constructive feedback and guidance for improvement.
- Improved customer satisfaction by providing exceptional service and addressing client concerns promptly.
- Served as a liaison between clients and other departments within the organization to expedite issue resolution or escalate inquiries as needed appropriately.
- Managed a team of customer service representatives, fostering professional growth and development.
- Resolved escalated customer complaints efficiently, maintaining professionalism throughout interactions with clients.
- Evaluated client feedback surveys to identify areas for improvement within the Premium Services department, making necessary adjustments as needed.
- Streamlined processes for efficient service delivery, ensuring timely resolution of customer issues.
- Collaborated with cross-functional teams to improve overall premium services operations.
- Analyzed data to identify trends in customer feedback, implementing changes for continuous improvement.
- Implemented quality assurance measures to maintain standards in service delivery across all touchpoints within the Premium Services department.
- Assisted in the development of new products and services tailored to meet the evolving needs of premium clientele.
- Facilitated open communication among team members, encouraging collaboration and knowledge sharing for improved performance outcomes.
- Established strong relationships with clients, promoting confidence in the company''s premium services offerings.
- Achieved consistent positive reviews from customers by thoroughly understanding their needs and delivering solutions that exceeded expectations.
- Maintained high levels of compliance with company policies and procedures while supervising daily activities.
- Enhanced client retention rates through proactive outreach initiatives aimed at building rapport and fostering long-lasting relationships.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Trained junior team members in customer service strategies and property policies.
- Processed guest payments and provided accurate change.
- Maintained up-to-date knowledge of products and services offered.
Education
Culinary Arts - Food Preparation
Cook Street School of Culinary Arts
Denver, CO12.2022
Associate Degree In Art - Art
Waubonsee Community College
Sugar Grove, IL05.2015
Associate Of Arts And Sciences - Tourism And Travel Management
College of DuPage
Glen Ellyn, IL05.1996
Skills
- Staff Training and Development
- Sales strategy development
- Customer service standards
- Customer service abilities
- Greeting customers
- Exceptional communication
- Implementing policies
- Team Management
- Customer Relationship Management
- Operations Management
- Guest accommodations
- Guest Relations
- Check-in procedures
- Team Training
- Policy Enforcement
- Processing payments
- Front Office Support
- Bilingual in Language and Language
- Concierge services
- Making reservations
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Team building
- Task Prioritization
- Self Motivation
- Interpersonal Skills
- Coaching and Mentoring
- Conflict Resolution
- Professionalism
- Continuous Improvement
- Adaptability
- Cultural Sensitivity
Languages
Spanish
Native or Bilingual
Timeline
Premium and Global Services
United Airlines
09.1998 - 04.2024
Culinary Arts - Food Preparation
Cook Street School of Culinary Arts
Associate Degree In Art - Art
Waubonsee Community College
Associate Of Arts And Sciences - Tourism And Travel Management
College of DuPage
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