Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stephanie Sánchez

Wrentham,MA

Summary

Dynamic Customer Service Representative with extensive experience at British Airways, recognized for exceptional problem resolution and active listening skills. Proven track record of enhancing customer loyalty through empathetic complaint handling and effective upselling strategies, consistently exceeding performance metrics and fostering a positive service culture.

Overview

38
38
years of professional experience

Work History

Customer Service Representative

British Airways
12.1998 - 11.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and team productivity by promoting operational best practices.

Customer Service Representative

United Airlines
10.1997 - 12.1998
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Sought ways to improve processes and services provided.

Customer Service Representative

Value Jet Airlines
10.1993 - 06.1996
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Customer Service Representative

Shaw's Supermarket
08.1992 - 09.1993
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.

Customer Service Representative

Michael's Arts & Crafts Store
11.1986 - 02.1988
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.

Education

High School Diploma - Tourism And Travel Management

Wakefield High School
Wakefield, MA

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Customer relations
  • Problem resolution
  • Conflict resolution
  • Complaint resolution
  • Professional telephone demeanor
  • Service upselling
  • Product knowledge
  • Follow-up skills
  • Complaint handling

Timeline

Customer Service Representative

British Airways
12.1998 - 11.2024

Customer Service Representative

United Airlines
10.1997 - 12.1998

Customer Service Representative

Value Jet Airlines
10.1993 - 06.1996

Customer Service Representative

Shaw's Supermarket
08.1992 - 09.1993

Customer Service Representative

Michael's Arts & Crafts Store
11.1986 - 02.1988

High School Diploma - Tourism And Travel Management

Wakefield High School

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Stephanie Sánchez