Susan Mendoza
Hayward,CA
Summary
Dynamic Customer Care Specialist with a proven track record at Air Canada, excelling in problem resolution and customer service excellence. Leveraged exceptional communication and product knowledge to enhance customer satisfaction, consistently exceeding performance goals and fostering loyalty through effective relationship-building and empathetic support.
Overview
1
1
Certification
Work History
Customer Care Specialist
Air Canada
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Assessed and offered solutions to improve procedures and customer experiences.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Managed timely and effective replacement of damaged or missing products.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Bachelor Of Science In Foreign Service - International Trade
Lyceum University If The Philippines
Manila, Philippines03.1997
Skills
- Payment processing
- Quality assurance
- Product or service support
- Customer service excellence
- Inbound customer service
- Problem resolution
- Customer service
- Product knowledge
- Documentation and reporting
- Brand representation
- Active listening
- Adaptability and flexibility
- Understanding customer needs
- Issue and complaint resolution
- Policies and procedures adherence
Certification
Airport Security
Air Canada product knowledge and skills training
Languages
English, Filipino
Native or Bilingual
Timeline
Customer Care Specialist
Air Canada
Bachelor Of Science In Foreign Service - International Trade
Lyceum University If The Philippines