Selena Peni
Bellevue,WA
Summary
With a proven track record at Alaska Airlines, I excel in delivering exceptional customer service and resolving issues with empathy and efficiency. Skilled in airline guidelines and customer support ticketing, I've significantly enhanced customer satisfaction and team performance through effective communication and problem-solving. My leadership in high-pressure environments demonstrates a commitment to excellence and continuous improvement.
Overview
6
6
years of professional experience
Work History
Customer Service Lead
Alaska Airlines
Seatt, WA
09.2022 - Current
- Supervised crew members in the performance of their duties during each flight.
- Kept close eye on passengers and met all needs with care to promote satisfaction and repeat business.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Enforced FAA regulations regarding hazardous materials onboard aircrafts.
- Coached staff on strategies to enhance performance and improve customer relations.
- Verified accuracy of passenger manifests against tickets prior to boarding aircrafts.
- Managed customer complaints efficiently while providing a positive experience for passengers during travel disruptions or emergencies.
- Built and maintained productive relationships with employees.
- Responded politely to passenger complaints regarding ticketing and baggage handling.
- Resolved discrepancies between ticket purchases and actual seat assignments in a timely manner.
Customer Service Agent
Alaska Airlines
SeaTac, WA
01.2022 - 09.2022
- Responsible for ensuring all payment transactions are processed correctly before issuing tickets.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Performed check-in procedures for both domestic and international flights.
- Assisted customers with ticket purchases, trip planning, pricing and scheduling.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Resolved customer complaints in a timely manner.
- Built and maintained productive relationships with employees.
- Filed reports of passenger complaints or incidents that occurred during travel process.
Yard Worker
Dunn Lumber
Bellevue, WA
05.2021 - 12.2021
- Operated forklifts, skid steers, man lifts and other equipment safely.
- Sorted and stacked lumber based on size and type according to company and regulatory policies.
- Built crates for shipping purposes using nails, screws and other hardware supplies.
- Oversaw lumber yard cleanliness and maintenance and organized stacks of wood within correct spots.
- Provided support to fellow workers when needed.
- Identified defective pieces of lumber by examining them closely for signs of damage.
- Accurately assembled orders and built loads for delivery.
- Operated saws, forklifts and wood splitters.
- Loaded and unloaded materials like drywall, shingles, and plywood for customers.
- Assisted contractors and other customers find products and load vehicles.
Cashier
McDonald's
Bellevue, WA
02.2019 - 03.2020
- Performed opening, closing duties such as restocking supplies and cleaning counters, tables, floors at the end of each shift.
- Greeted customers promptly and responded to questions.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Stocked shelves with food items and supplies as needed.
- Operated cash registers, credit card machines and other related equipment accurately.
- Organized order taking station to ensure efficient workflow.
- Maintained work area and kept cash drawer organized.
- Reviewed contents on food trays to check complete order.
- Greeted customers and provided friendly customer service.
- Trained new employees on how to use cash registers, prepare orders and provide excellent customer service.
Education
High School Diploma -
Pesega High School
Samoa 11-2018
Skills
- Exceptional Customer Service
- Skilled in Customer Issue Resolution
- Effective Empathetic Communication
- Familiarity with Airline Guidelines
- Airport Operations
- Customer Support Ticketing
- Efficient Baggage Handling
- Analytical Problem-Solving
- Strong Verbal Skills
- Effective Team Coordination
- Customer Engagement
Timeline
Customer Service Lead
Alaska Airlines
09.2022 - Current
Customer Service Agent
Alaska Airlines
01.2022 - 09.2022
Yard Worker
Dunn Lumber
05.2021 - 12.2021
Cashier
McDonald's
02.2019 - 03.2020
High School Diploma -
Pesega High School
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