Summary
Overview
Work History
Education
Skills
Timeline
Generic

Serena Uasila'a

Layton

Summary

Dedicated to family responsibilities from 2019 to 2023, ensuring a smooth transition into parenthood with focused care and attention. Passionate about contributing to a brighter future for children and eager to bring skills to an office environment.

Overview

8
8
years of professional experience

Work History

Guest Empowerment Team Member

Breeze Airways
02.2023 - Current
  • Maintain a high level of professionalism and empathy while addressing customer concerns
  • Manage a high volume of incoming chats and emails in a fast-paced environment
  • Collaborate with cross-functional teams to escalate complex issues for prompt resolution
  • Offer personalized recommendations based on individual needs to enhance the overall customer experience
  • Give Guests the best options to help them self serve on the app or the website by providing them with key information about their reservations.
  • Remote position

Retention Specialist

Teleperformance
01.2019 - 09.2019
  • Handled a high volume of inbound customer calls, averaging 50 calls per day
  • Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information
  • Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
  • Provided customers with alternative solutions of phone plans instead of canceling their plan with AT&T

Front Desk

Courtyard by Marriott
06.2017 - 09.2018
  • Greet and check-in guests with a warm, friendly, and professional demeanor.
  • Answer inquiries, provide information about hotel services, local attractions, and accommodations.
  • Address guest complaints and resolve issues in a timely and effective manner to ensure satisfaction.
  • Handle incoming calls, assist with reservations, and redirect to appropriate departments as necessary.

Education

Associate Degree - Health Administration

Salt Lake Community College
05-2027

Skills

  • Stress Management
  • Cultural Sensitivity
  • Patience
  • Product knowledge
  • Customer service
  • Data Entry and Documentation
  • Attention to Detail
  • Empathy
  • Conflict resolution
  • Time management
  • Typing Speed and Accuracy
  • Multichannel Communication
  • Problem solving
  • Microsoft Office Suite (Word, Excel, Outlook)
  • Active listening
  • Adaptability

Timeline

Guest Empowerment Team Member

Breeze Airways
02.2023 - Current

Retention Specialist

Teleperformance
01.2019 - 09.2019

Front Desk

Courtyard by Marriott
06.2017 - 09.2018

Associate Degree - Health Administration

Salt Lake Community College

Similar Profiles

CREATE PROFILE
Serena Uasila'a