Traycee Hernando
Garland,Texas
Summary
Dynamic and results-oriented professional with extensive experience in the airline industry, coupled with strong leadership and exceptional customer service skills. Proven track record of successfully managing teams to achieve operational excellence while maintaining a focus on enhancing the customer experience. Adept at fostering positive relationships with passengers and colleagues to drive satisfaction and loyalty. Proficient in problem-solving and adept at navigating high-pressure situations with composure and efficiency. Dedicated to continuous improvement and committed to delivering outstanding service in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Relations
American Airlines
01.2021 - Current
- Respond to customer inquiries and concerns promptly and professionally
- Handle customer complaints and find effective solutions to ensure customer satisfaction
- Maintain positive and helpful attitude while interacting with customers
- Collaborate with other departments to address and resolve customer issues efficiently
- Utilize communication channels, including phone and email to engage with customers
- Document and report customer feedback to contribute to ongoing service improvements.
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
- Streamlined communication channels for improved customer relationships and increased loyalty.
- Exceeded performance targets with consistent delivery of high-quality service to customers.
- Reduced response time by implementing efficient processes for handling customer requests and concerns.
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Analyzed consumer feedback to identify areas for improvement in products or services.
- Coordinated with multiple departments to address complex customer issues efficiently and effectively.
- Met customer call guidelines for service levels, handle time and productivity.
Account Specialist
American Airlines
09.2016 - 01.2021
- Handling customer’s frequent flyer accounts, making sure that flight miles are not missing and are credited correctly
- Exceeding customer’s experience making sure that all their needs and questions are met
- Targeting members with partners such as Citi Credit Card
- Responding politely to customer complaints and depositing good will bonuses if appropriate
- Knowledge in Elite information and how to handle Elite calls
- Complete routine and complex account updates to resolve problems
- Adhered to standards of quality and service as well as all compliance requirements
- Built long-term customer relationships and advised customers on purchases and promotions
- Managing over 60 incoming calls
- Streamlined account management processes for increased efficiency and accuracy in financial reporting.
- Set up new customer accounts and updated existing profiles with latest information.
Lead Teller
Well Fargo & Company
01.2013 - 01.2016
- Maintained friendly and professional customer interactions
- Supervised teller line and approved large transactions
- Processed variety of financial transactions that included but not limited to check cashing, withdrawals, cash advances, money orders, and cashier’s checks
- Exceeded quarterly sales goals
- Supervised Teller’s performances and cash balances
- Rapidly and efficiently prepared customer and ATM cash and change orders.
- Increased team productivity with regular coaching and performance feedback sessions.
- Fostered positive work environment by promoting open communication and collaboration among team members.
- Boosted overall branch performance by developing strong relationships with customers and providing personalized service.
- Managed teller schedules, ensuring adequate staffing levels during peak business hours.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Examined tellers' reports of daily transactions for accuracy.
- Maintained friendly and professional customer interactions.
Education
High School Diploma -
Keys Learning Center
Euless, TX01.2011
Skills
- Documentation Skill
- Research Proficiency
- Credit Card Processing
- Strong Client relations
- Planning and organization
- Creative problem solver
- Personable
- Call center transactions
- SABRE
- Microsoft Excel and PowerPoint
- Customer Complaint Management
- Quality Control
- Staff Training
- Critical Thinking
- Brand Loyalty
- Customer Follow-Up
- Call Volume and Quality Metrics
- Team Goals
Certification
High School Diploma
Advanced Focus (AAdvantage Customer Service Tool) Redesign Project
Additional Information
- AA Volunteer: , Sky Ball Security
Timeline
Customer Relations
American Airlines
01.2021 - Current
Account Specialist
American Airlines
09.2016 - 01.2021
Lead Teller
Well Fargo & Company
01.2013 - 01.2016
High School Diploma -
Keys Learning Center
Similar Profiles
Sue RobinsonSue Robinson
Sr Specialist, HRIS Business Process at American Airlines, American Airlines HDQSr Specialist, HRIS Business Process at American Airlines, American Airlines HDQ
Jilleian K. Sessions-StackhouseJilleian K. Sessions-Stackhouse
Human Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQHuman Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQ
G. Tyler TenbrinkG. Tyler Tenbrink
Director, Talent Acquisition & Development at Piedmont Airlines- American Airlines GroupDirector, Talent Acquisition & Development at Piedmont Airlines- American Airlines Group
Michele Dresback TognoMichele Dresback Togno
Flight Attendant at Envoy Airlines Regional For American AirlinesFlight Attendant at Envoy Airlines Regional For American Airlines
Douglas HillDouglas Hill
Developer: Salesforce Admin-Integrations Developer at Hillwood Development CompanyDeveloper: Salesforce Admin-Integrations Developer at Hillwood Development Company