Summary
Overview
Work History
Education
Skills
Timeline
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Vanessa Cotter

Phoenix,NY

Summary

Highly skilled customer service professional with extensive experience in delivering exceptional service, resolving conflicts, and adapting to fast-paced, dynamic environments. Seeking to leverage my strong communication, problem-solving, and multitasking abilities in a flight attendant role with American Airlines, where I can contribute to ensuring passenger safety, comfort, and a memorable in-flight experience. Eager to bring my dedication to service excellence, attention to detail, and ability to handle high-pressure situations to a new career in the airline industry.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Aetna
02.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Delivered exceptional service to 40+ members daily by providing clear and accurate information, ensuring a positive and efficient experience.
  • Defused tense situations with upset members through active listening and conflict resolution techniques, ensuring concerns were addressed calmly and professionally.
  • Collaborated with cross-functional teams to resolve complex issues quickly and ensure service consistency, demonstrating strong teamwork and problem-solving skills.
  • Ensured compliance with regulatory standards (e.g., HIPAA) while providing detailed benefit and claim information, showcasing a strong attention to safety and confidentiality.
  • Adapted to high-pressure situations and quickly adjusted to the changing needs of customers, while maintaining a calm and professional demeanor.
  • Proactively resolved member inquiries by coordinating with other departments, demonstrating independence and leadership in managing issues without supervision.


Admissions Outreach Coordinator

Martinsburg College
07.2022 - 05.2023
  • Provided exceptional customer service by guiding 15+ prospective students through the admissions process daily, ensuring a welcoming and informative experience that aligns with high standards of hospitality.
  • Demonstrated cultural sensitivity by interacting with a diverse student population from various backgrounds, ensuring communication and support were tailored to meet individual cultural needs and preferences, fostering an inclusive and welcoming environment.
  • Worked independently and as part of a collaborative team to meet enrollment goals, demonstrating the ability to manage responsibilities without supervision while ensuring alignment with team objectives.
  • Maintained attention to detail by adhering to institutional policies and compliance standards, mirroring the importance of following safety protocols in the flight attendant role.
  • Adapted to shifting priorities and diverse audiences, ensuring all student needs were met, showcasing flexibility crucial for working variable shifts and serving passengers from diverse backgrounds.
  • Delivered clear and accurate information about college programs and enrollment requirements through phone calls, emails, and in-person meetings, enhancing communication skills essential for safety announcements and customer interactions.

Household Manager

Private Family
01.2019 - 06.2022
  • Handled a wide variety of tasks independently, including scheduling, organizing events, and managing household staff, demonstrating strong organizational and multitasking skills under minimal supervision.
  • Adapted to changing schedules and needs, quickly adjusting plans and handling last-minute changes, showcasing flexibility and the ability to handle unpredictable situations.
  • Managed budgeting and purchasing for household supplies and groceries, ensuring all needs were met efficiently, aligning with the attention to detail required for in-flight service and product management.
  • Demonstrated cultural sensitivity by accommodating preferences and dietary needs of household members and guests from diverse backgrounds, ensuring respect and inclusion for all.

Server/Customer Service

Benihana, Oakwood Country Club
12.2015 - 09.2017
  • Provided exceptional, high-touch service to multiple guests simultaneously, ensuring all needs were met while delivering a luxury dining experience, mirroring the attentive and personalized service expected of flight attendants.
  • Served food and beverages with precision and adhered to specific dietary preferences, ensuring guest satisfaction, which aligns with the in-flight service of meals and beverages.
  • Managed multiple tables and high-demand situations in a fast-paced environment, maintaining a calm and professional demeanor while juggling various tasks, showcasing the ability to handle a busy cabin.
  • Demonstrated strong multitasking abilities, efficiently balancing guest orders, requests, and time-sensitive service needs while maintaining a warm and welcoming attitude.
  • Adhered to strict hygiene, safety, and service standards, ensuring a clean and organized work environment.
  • Adapted quickly to guest preferences and special requests, adjusting service to meet their needs, demonstrating flexibility and attention to detail in customer interactions.

Education

Associate of Science - Pscychology

Mea Community College
05.2025

Skills

  • Customer Service
  • First Aid
  • Hospitality service expertise
  • Professional Appearance
  • Verbal and written communication
  • Safety Procedures
  • Cultural Awareness
  • Interpersonal communications
  • Conflict Mediation
  • Team Collaboration
  • Adaptability
  • Attention to Detail

Timeline

Customer Service Representative

Aetna
02.2024 - Current

Admissions Outreach Coordinator

Martinsburg College
07.2022 - 05.2023

Household Manager

Private Family
01.2019 - 06.2022

Server/Customer Service

Benihana, Oakwood Country Club
12.2015 - 09.2017

Associate of Science - Pscychology

Mea Community College

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Vanessa Cotter