Steven Valencia
Phoenix,AZ
Summary
Dynamic customer service professional with a proven track record at Unifi/Frontier Airlines, excelling in problem resolution and relationship building. Recognized for enhancing customer satisfaction ratings through effective communication and empathetic service. Adept at utilizing CRM systems to streamline operations and foster repeat business, demonstrating a strong commitment to service excellence.
Overview
8
8
years of professional experience
Work History
Customer Service Agent
Unifi/Frontier Airlines
Phoenix, Az
04.2025 - Current
- Assisted customers with flight inquiries and ticketing issues.
- Provided information on airline policies and procedures to passengers.
- Handled customer complaints and resolved issues efficiently.
- Processed check-ins and boarding for passengers at the gate.
- Coordinated with team members to ensure smooth operations during peak hours.
- Maintained a clean and organized work area for optimal service delivery.
- Communicated flight updates and changes to passengers promptly.
- Utilized computer systems to manage bookings and passenger data effectively.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Provided product information to customers in a timely manner.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Attended training sessions regularly to stay current on new products or services.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified opportunities to improve customer service processes and procedures.
- Helped clients navigate online systems within established frameworks to obtain services.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Ensured compliance with applicable laws when dealing with customers.
- Developed strong customer relationships to encourage repeat business.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service, account management and order calls.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Owner
Viejo's Family Food Co, Llc
Phoenix, Az
07.2021 - Current
- Developed menu offerings based on customer feedback and market trends.
- Managed daily operations, ensuring efficient service and product quality.
- Ensured compliance with local, state, and federal regulations.
- Oversaw budgeting and financial management.
- Trained staff on food safety standards and customer service protocols.
- Maintained relationships with existing clients by providing superior customer service.
- Managed daily operations of business, including hiring and training staff.
- Established strong relationships with suppliers to ensure timely deliveries.
- Implemented cost control measures to maintain profitability within budget constraints.
- Oversaw inventory management, sourcing local ingredients for sustainability.
- Coordinated promotional events to enhance community engagement and brand visibility.
- Designed marketing materials to attract new customers and retain existing clientele.
- Identified new opportunities for growth, expansion, and diversification.
- Supervised performance of workers with goals of improving productivity, efficiency and cost savings.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Implemented quality assurance processes to ensure product excellence.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Uber Rideshare & Eats, Lyft Driver
Uber and Lyft
Los Angeles, CA
01.2018 - 07.2021
- Operated various vehicles to ensure timely delivery of goods.
- Conducted routine vehicle inspections to maintain safety and performance standards.
- Assisted in loading and unloading cargo to ensure secure transport.
- Maintained accurate logs of deliveries, mileage, and fuel consumption.
- Adhered to all traffic regulations and company policies during transit.
- Delivered goods and services to customers on time and in excellent condition.
- Followed all applicable traffic laws, regulations, and defensive driving techniques while operating company vehicles.
- Provided exceptional customer service during deliveries, addressing inquiries promptly.
- Adhered to company policies and procedures related to safety and security standards.
- Delivered packages to customers in a timely and efficient manner.
- Inspected vehicles for cleanliness and checked gas and oil levels prior to departure.
- Inspected vehicles for mechanical items and safety issues, ensuring they are in proper working condition.
- Secured merchandise, avoiding damage during transportation.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Picked up clients from specific locations to transport and drop off at destinations.
- Participated in training sessions regarding safe driving practices and defensive driving techniques.
- Monitored traffic conditions and applied defensive strategies to avoid accidents.
- Achieved consistently high customer scores due to exceptional service.
Education
Some College (No Degree) - Buisness
Los Angeles Valley College
Van Nuys, CASkills
- Customer service
- Team collaboration
- Problem resolution
- Active listening
- Empathetic and genuine
- Customer focus
- Verbal and written communication
- De-escalation techniques
- Order placement
- Complaint handling
- Customer relations
- Upselling
- Service-oriented self-starter
- Outstanding communication skills
- Customer relationship management (CRM)
- Relationship building
- Exemplary work ethic
- Adaptability and flexibility
- POS systems expert
- Calm demeanor
- Dispute resolution
- Empathy and patience
- Service upselling
- Decision-making
Affiliations
- Proud dad of 3 kids & 2 grand kids.
- Self-Employed selling Street Corn at night markets & 1st Fridays.
- Hiking, Walking, Cycling, personal growth & wellness.
References
References available upon request.
Timeline
Customer Service Agent
Unifi/Frontier Airlines
04.2025 - Current
Owner
Viejo's Family Food Co, Llc
07.2021 - Current
Uber Rideshare & Eats, Lyft Driver
Uber and Lyft
01.2018 - 07.2021
Some College (No Degree) - Buisness
Los Angeles Valley College