Yakira Casado
Panama City,FL
Summary
Proven bilingual Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at American Airlines. Skilled in problem-solving and active listening, effectively managing high-stress situations and resolving conflicts. Demonstrated ability to mentor new hires and contribute to team development, driving positive outcomes and sales growth through informed recommendations and critical thinking.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
American Airlines
Panama City Beach, FL
08.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
Home Outlet
Palm City, FL
11.2020 - 07.2023
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Loading and Unloading trucks ( Forklifts)
Education
High School -
George Washington
New York, NYSkills
- Bilingual
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Team Development
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
American Airlines
08.2023 - Current
Customer Service Representative
Home Outlet
11.2020 - 07.2023
High School -
George Washington