Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Tatiana Russell

Miami,FL

Summary

I have over 15 years of proven customer service experience. I have a clear understanding of the benefits and challenges of working in a high demand public position. My work experience has taught me how to meet and exceed expectations while maintaining a high level of accountability. I am computer literate and adapt easily to the latest software programs.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Delta Airlines
06.2022 - Current
  • Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
  • Verified identification and travel documents to efficiently board passengers for on-time departure.
  • Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
  • Assist passenger on kiosks with bag tags and travel documents.
  • Use airline computer system to create airline tickets and boarding passes.
  • Restock and perform troubleshooting on devices such as printers and scanners .

Customer Care Professional (Platinum )

American Express
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Navigated multiple computer systems and applications to find information.
  • Communicated with clients regarding account services, statements, and balances.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Airport Operation(Team Lead)

JetBlue Airways
05.2013 - 02.2015
  • Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
  • Provide check-in assistance, ticketing changes, re-booking of itineraries and special service requests for passengers
  • Responsible for ensuring a timely and orderly boarding process for our customers
  • Board/deplane flights and escort passengers to and from aircraft as needed, includes pushing wheelchairs and assisting other passengers with additional needs


Education

Associate Degree -

Valencia College
Orlando, FL
04.2020

Skills

  • Critical Thinking
  • Effective Communication
  • Computer Skills
  • Teamwork and Collaboration
  • Problem Solving

Certification

  • Florida Real Estate License
  • Registered Pharmacy Technician
  • Scrum Master
  • CompTia Security Plus

Timeline

Customer Service Representative

Delta Airlines
06.2022 - Current

Airport Operation(Team Lead)

JetBlue Airways
05.2013 - 02.2015

Customer Care Professional (Platinum )

American Express

Associate Degree -

Valencia College

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Tatiana Russell