Sylvia Smith
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
28
28
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
Los Angeles, CA
01.2017 - Current
- Offer friendly and efficient service to customers while preparing and updating records, accepting payments, processing refunds and cancellations via computer systems.
- Evaluate customer information to explore issues, develop solutions, and educate customers on products and service offerings.
- Engage customers and use active listening and interpersonal skills.
- Successfully maintain energy and enthusiasm while working within tight deadlines and fast-paced environment.
Program Technician
Department Of General Services, State Architect
Los Angeles, CA
08.2016 - 01.2017
- Assisted outside contractors and school district personnel with form completion, document retrieval and resource management to reduce project delays.
- Correspondence management, record keeping and online communication for various engineers.
- Utilized Microsoft Word, Excel, Access and Spreadsheets.
- Applied program rules and regulations to ongoing projects.
Testing Technician
AT&T/SBC/Pacific Bell
Pasadena, CA
04.1988 - 11.2009
- Attended training to gain knowledge of analog and data circuits schematics, equipment and remote testing.
- Interpreted schematics and blueprints to isolate and run diagnostic test.
- Conducted tests on electronic components and systems to determine functional performance.
- Analyzed circuit data to determine stability and diagnose performance problems.
- Provided coordinated work improvements with outside technicians based on testing data.
- Followed standard methods and procedures for tests.
Education
High School Diploma -
Jordan High School
Los AngelesCalifornia State University - Long Beach
Long Beach, CABasic Electricity Certification
Communication Workers of America
Los Angeles, CA1998
Skills
- Outstanding Communication Skills
- Documentation and Reporting
- Complaint and Conflict Resolution
- Microsoft Office Suite proficiency
- POS systems
- Troubleshoot and Analysis
Timeline
Customer Service Agent
Southwest Airlines
01.2017 - Current
Program Technician
Department Of General Services, State Architect
08.2016 - 01.2017
Testing Technician
AT&T/SBC/Pacific Bell
04.1988 - 11.2009
High School Diploma -
Jordan High School
California State University - Long Beach
Basic Electricity Certification
Communication Workers of America
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