Wendy Browning
Alajuela
Summary
Seasoned Lead Customer Service Agent with background in high-volume customer service environments. Proven experience managing diverse teams, resolving complex customer inquiries, and fostering client relationships to boost loyalty. Strengths include problem-solving skills, team leadership abilities, and clear communication style. Previous work has resulted in improved operational efficiency and increased overall customer satisfaction.
Overview
8
8
years of professional experience
Work History
Lead Customer Service Agent
American Airlines
Alajuela
11.2024 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted in developing operational procedures for the department.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Provided excellent customer service to customers by responding promptly and efficiently to inquiries, complaints and requests.
- Managed daily operations related to providing exceptional service experiences for customers.
- Mentored junior team members and managed employee relationships.
- Trained new employees on company customer service policies and service level standards.
Administrative Assistant
American Airlines
Alajuela
01.2024 - 01.2025
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Maintained inventory of office supplies and placed orders when necessary.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Facilitated communication between different departments within the organization.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Coordinated travel arrangements and completed expense reports for travel reimbursement.
- Conducted research on various topics as requested by management.
Customer Service Representative
American Airlines
Alajuela
10.2021 - 01.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Managed inventory and supplies to ensure materials were available when needed.
- Managed household errands and other essential duties.
Hotel Front Desk Supervisor
Rincon del Valle Hotel & Suites
San Jose
03.2021 - 08.2021
- Monitored the front desk operations, including answering phones, responding to inquiries, and managing incoming and outgoing mail.
- Coordinated with other departments within the organization to ensure seamless communication flow.
- Resolved customer complaints in a timely manner while maintaining an excellent relationship with customers.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Managed inventory of office supplies such as stationery items and equipment maintenance needs.
- Obtained and processed payments from clients for products and services.
- Monitored reservations to track incoming parties and special events.
- Created weekly schedules for front desk staff according to business needs.
- Scheduled shifts for front desk personnel.
Waitress
Crocodile Bay
Puerto Jimenez
12.2019 - 03.2020
- Communicated daily specials to customers.
- Replenished beverages when necessary.
- Communicated with kitchen staff to stay updated on item availability and customer wait times.
- Prepared salads, appetizers, and garnishes to assist kitchen staff.
- Answered questions about menu items, ingredients, and pricing.
- Provided excellent customer service by addressing any complaints or concerns promptly.
- Maintained a clean work station by restocking supplies, wiping down counters.
- Filled condiments and napkin containers during slack periods.
- Processed payments accurately using cash registers or POS systems.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Managed inventory and supplies to ensure materials were available when needed.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Hotel Front Desk Clerk
Agua Dulce Beach Resort
Puerto Jimenez
04.2017 - 04.2018
- Assisted guests with check-in and check-out procedures as needed.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Provided information about the hotel's amenities, services and surrounding areas to guests.
- Input and confirmed reservations for guests.
- Assisted with room reservations, changes and cancellations.
- Arranged tours, taxis or restaurant reservations for customers.
- Input customer data into reservation systems and updated to reflect room changes.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Applied discounts, noted special requests and updated reservations based on communications with customers.
- Booked room reservations by quoting current room rates for specific travel dates and entering customer information into computer system.
Front Desk Receptionist
Oro Verde Hostal
Puerto Jimenez
10.2016 - 12.2016
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Provided information about the hotel's amenities, services and surrounding areas to guests.
- Maintained up-to-date knowledge of hotel products, services, pricing plans and policies.
- Maintained daily records of room availability and rates.
- Handled all guest luggage as needed during check-in and check-out process.
- Responded to inquiries and room requests made online, by phone, and via email.
- Greeted guests upon arrival, provided customer service and checked-in and checked-out hotel guests.
Education
Bachelor of Science - Business Administration
Universidad Latina De Costa Rica
San Jose04-2025
Bachelor of Information Technology - Information Technology
C.T.P Puerto Jimenez
Puerto Jimenez12-2018
Skills
- Customer service
- Microsoft Excel
- Communication skills
- Analytical skills
- Active listening
- Teamwork and collaboration
- Stress tolerance
- Project management
- Time management
- Problem-solving skills
- Multitasking Abilities
Languages
Spanish
Native/ Bilingual
English
Professional
Timeline
Lead Customer Service Agent
American Airlines
11.2024 - Current
Administrative Assistant
American Airlines
01.2024 - 01.2025
Customer Service Representative
American Airlines
10.2021 - 01.2024
Hotel Front Desk Supervisor
Rincon del Valle Hotel & Suites
03.2021 - 08.2021
Waitress
Crocodile Bay
12.2019 - 03.2020
Hotel Front Desk Clerk
Agua Dulce Beach Resort
04.2017 - 04.2018
Front Desk Receptionist
Oro Verde Hostal
10.2016 - 12.2016
Bachelor of Science - Business Administration
Universidad Latina De Costa Rica
Bachelor of Information Technology - Information Technology
C.T.P Puerto Jimenez
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