Wendy Michelle Ortiz
Cicero ,IL
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
Envoy Airlines
Chicago, IL
02.2020 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Optimized staff scheduling to ensure coverage during peak hours, improving customer access.
Airport Customer Service Account Manger
Etihad Airways/ Worldwide Flight Services
Chicago, IL
02.2019 - 02.2020
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- 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.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Used airline computer system to create airline tickets and boarding passes.
- Used sabré and Amadeus to prepare pre-departure and post-departure reports and passenger manifests.
- Recommended de-escalate corrective measure to handle customer complaints, decreasing complaints by 95%.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
Airport Customer Service Supervisor
Aeromexico/ Worldwide Flight Services
Chicago, IL
11.2018 - 02.2019
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer
- Established and updated work schedules to account for changing staff levels and expected workloads.
Education
High School D -
J.Sterling Morton East
Cicero, IL06.2016
Skills
- Customer Satisfaction
- Customer Loyalty
- Flight Schedule Coordination
- Service Quality
- Effective Listening
- Customer Experience
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Supervisor
Envoy Airlines
02.2020 - Current
Airport Customer Service Account Manger
Etihad Airways/ Worldwide Flight Services
02.2019 - 02.2020
Airport Customer Service Supervisor
Aeromexico/ Worldwide Flight Services
11.2018 - 02.2019
High School D -
J.Sterling Morton East