Yasmin Genao
Bloomfield,CT
Summary
Experienced professional with a strong background in customer interactions and service solutions. Committed to ensuring customer and company satisfaction and loyalty through effective conflict resolution, communication, and problem-solving skills. Collaborative team player focused on achieving results by providing efficient and empathetic service that meets changing needs. Recognized for reliability and a proactive approach to meeting customer and organizational goals. Strong leader and problem-solver dedicated to streamlining operations and promoting organizational efficiency. Utilizes independent decision-making skills and sound judgment to positively impact company success. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Acknowledged for taking a proactive approach to identifying and addressing issues, with a focus on optimizing processes and supporting team objectives.
Overview
27
27
years of professional experience
Work History
Personal Care Assistant
GT Independence
01.2021 - Current
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Managed household chores efficiently, enabling clients to enjoy a clean living space without added stress or physical strain.
- Assisted clients with meal planning and preparation, taking into consideration dietary restrictions and preferences for optimal nutrition.
- Assisted with daily living activities, running errands, and household chores.
- Transported individuals to events and activities, medical appointments, and shopping trips.
Operations Agent
Southwest Airlines
09.2007 - 09.2020
- Assisted with station opening and closing duties which included aircraft gate positioning and contacting dispatchers when aircraft changes were needed to maintain flight schedule
- Prepared pre-flight weight and balance calculations; including aircraft fuel, number of passengers their calculated weights, and all cargo weight
- Ensure flights adhere to safety restrictions and FAA rules and regulations
- Assisted passengers with various needs while in the gate area and during the boarding process
- Enhanced customer satisfaction with timely resolution of issues, clear communication, and follow-up on concerns.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Proved successful working within tight deadlines and a fast-paced environment.
- Supported strategic planning efforts by providing input on operational considerations such as staffing levels and resource allocation.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
Customer Service Agent
Southwest Airlines
08.2002 - 09.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Helped passengers with future as well as last minute bookings and changes of flight reservations
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Worked in baggage claim assisting passengers with lost or damaged items; communicating with various stations to help locate items
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Organized and detail-oriented with a strong work ethic.
Sales Clerk
Tavarez Food Market
06.2000 - 08.2002
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Processed transactions quickly and accurately, maintaining a high level of customer satisfaction.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Processed payments and returns with accuracy and efficiency.
- Efficiently restocked shelves during shifts, keeping merchandise levels consistent for seamless shopping experiences across all departments within the store.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Developed and maintained courteous and effective working relationships.
Childcare
Self-employed
01.1998 - 08.2002
- Developed strong relationships with families, fostering trust and open communication about childcare needs.
- Provided childcare assistance, ensuring a safe and nurturing environment for children while parents were away from home.
Education
No Degree - Finance Studies
Capital Community College
Hartford, CT01-2016
No Degree - Finance
University of Pheonix
01.2008
High School Diploma -
Bulkeley High School
Hartford, CT06-2002
Skills
- Bilingual
- Time Management
- Typing speed (55wpm)
- Multitasking and organization skills
- Verbal and written communication
- Problem Solving
- Prioritization
- Ability to work in fast paced environment
- MS Office
- Outlook
- Excel
- Sabre GDS
- SAAS
- Ability to navigate multiple software systems simultaneously
- Reservation software
- Quick software learning
- Teamwork and independent
- Phone and email etiquette
- Detail Oriented
- Conflict resolution
- Adaptability and flexibility
- Adaptability under pressure
- Staff training
- Time management abilities
- Transportation regulations
- Airline regulations
- Airport operations awareness
- FAA regulations
- TSA collaboration
- Departures management
Accomplishments
- Received multiple letters of appreciation from former customers about their experience and interaction with me.
- Successfully completed initial Personal Care Assistant training.
- Successfully completed initial as well as annual trainings as a Customer Service Agent and Operations Agent at Southwest Airlines.
- Station Trainor at Southwest Airlines; Customer Service Trainor 2007, Operations Trainor 2010-2020.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Personal Care Assistant
GT Independence
01.2021 - Current
Operations Agent
Southwest Airlines
09.2007 - 09.2020
Customer Service Agent
Southwest Airlines
08.2002 - 09.2020
Sales Clerk
Tavarez Food Market
06.2000 - 08.2002
Childcare
Self-employed
01.1998 - 08.2002
No Degree - Finance Studies
Capital Community College
No Degree - Finance
University of Pheonix
High School Diploma -
Bulkeley High School
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