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
Sturgis, MI
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
Windsor Locks, CT
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
Windsor Locks, CT
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
Hartford, CT
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
Hartford, CT
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