THALIA PALAFOX Lainez
La Puente,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
02.2019 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about missing/late luggage and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Assisted customers with ticketing and baggage check-in requirements.
- Managed passenger check-in by verifying customers' travel documentation.
- Sold, printed and reissued available tickets to customers at check-in.
- Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
- Tagged and transferred baggage from scales to designated conveyor belt.
Airport Attendant
Aviation Safeguards
11.2013 - 01.2014
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Welcomed passengers to the airport with friendly demeanor and smile and directed to the right terminal and lines.
- Provided assistance to guests with special needs and helped with shortcut accommodations into secured gated areas.
- Handled emergency situations to maintain safety of staff and passengers.
- Managed multiple tasks simultaneously and completed all assigned duties each shift.
Inventory Associate
A2Z
11.2013 - 01.2014
- Completed physical inventory counts each month.
- Managed inventory storage in clean and organized fashion.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Maintained inventory count, tracked usage, and documented variances.
- Marked stock items with identification tags, stamps, electric marking tools, or other labeling equipment.
Sales Associate
The Children's Place
05.2008 - 01.2014
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
High School Diploma - Nursing
Glen A. Wilson High School
Hacienda Heights, CA09.2008
Skills
- Customer Satisfaction
- Cooperative team member
- Travel Accommodations
- Belt Conveyors
- Attention to detail
- Customer Loyalty
- Baggage Handling Procedures
- Computer proficient
- Extremely organized
- Proficiency Strong verbal communication
- Effective Working Relationships
- Spanish Interpreting
- Microsoft Office
Timeline
Customer Service Agent
Southwest Airlines
02.2019 - Current
Airport Attendant
Aviation Safeguards
11.2013 - 01.2014
Inventory Associate
A2Z
11.2013 - 01.2014
Sales Associate
The Children's Place
05.2008 - 01.2014
High School Diploma - Nursing
Glen A. Wilson High School
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