Serene Lucero
Odenton,Maryland
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
01.2016 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Answered passenger inquiries regarding flight schedules, baggage policies, and other general information.
- Assist passengers with special needs (e.g., pre-boarding, wheelchair service).
- Address lost baggage concerns.
- Assisted misconnected and rerouted passengers during irregular operations; issued travel and hotel vouchers to displaced passengers on overbooked or canceled flights.
Customer Service Representative
Marriot Hotel/Town Parke Valet
04.2014 - 01.2016
- Promoted positive guest relations to all individuals approaching the front desk
- Receive and reconcile payments in the form of credit/debit and cash.
- Foster strong working relationships with all hotel departments.
- Trusted with confidential filed for department.
- Answered and initiated calls, took and reported messages in a timely accurate fashion. Received visitors and directed them wherever required.
Education
High School Diploma -
Laguna Acoma High School
Laguna, New Mexico05.2000
Skills
- Customer Service
- Active Listening
- Data Entry
- Problem-solving abilities
- Proficient
- Computer Proficiency
- Building rapport
Timeline
Customer Service Representative
Southwest Airlines
01.2016 - Current
Customer Service Representative
Marriot Hotel/Town Parke Valet
04.2014 - 01.2016
High School Diploma -
Laguna Acoma High School
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