Michelle Ice
Tampa,Florida
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the airline industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
32
32
years of professional experience
Work History
Service Recovery Agent
Continental Airlines/united Airlines
Tampa, Florida
10.2005 - 07.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
Airport Customer Service Agent
Continental Airlines
Tampa, Florida
09.2000 - 10.2005
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Operated PA system to make announcements regarding flight activity.
- Used airline computer system to create airline tickets and boarding passes.
Service Recovery Agent
Continental Airlines
Tampa, Florida
07.1991 - 09.2000
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
General Sales Agent
Continental Airlines
City of Los Angeles, CA
12.1990 - 07.1991
- Engaged with customers to effectively build rapport and lasting relationships.
- Increased sales by offering advice on purchases and promoting additional products.
Education
High School Diploma -
International Air And Hospitality Academy
Vancouver, WA09.1989
Skills
- CUSTOMER SERVICE
- TEAMWORK
- CONFLICT RESOLUTION
- TASK MANAGMENT
- LEADERSHIP
- TEAM BUILDING
Timeline
Service Recovery Agent
Continental Airlines/united Airlines
10.2005 - 07.2022
Airport Customer Service Agent
Continental Airlines
09.2000 - 10.2005
Service Recovery Agent
Continental Airlines
07.1991 - 09.2000
General Sales Agent
Continental Airlines
12.1990 - 07.1991
High School Diploma -
International Air And Hospitality Academy
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