Customer Service American Airlines

EC Etta Cushman

Cincinnati, OH ***** *************@*****.*** Bold Profile

PROFESSIONAL

SUMMARY

At American Airlines, excelled as an International AAdvantage Resolution Agent, mastering conflict resolution and customer service, enhancing client satisfaction significantly. Leveraged problem-solving and persuasive speaking to navigate and expedite claims processes, ensuring compliance and optimal outcomes. Demonstrated a goal-oriented mindset, achieving high levels of customer retention and satisfaction. SKILLS Problem-solving skills Positive Attitude

Customer service and care Problem-Solving

Customer service abilities Organizational Skills

Goal-oriented mindset Clear Communication

Customer Complaint Resolution Documenting information Ensuring customer satisfaction Information documentation Conflict Resolution Persuasive Speaking

Polite communication skills Sales closing

WORK HISTORY INTERNATIONAL AADVANTAGE RESOLUTION AGENT 09/1989 to 03/2012 American Airlines Ft Worth TX

• Informed clients of policies and procedures.

Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.

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De-escalated and resolved customer complaints with punctual, polite and professional service.

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Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

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Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.

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Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.

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EDUCATION Northern Kentucky University, Highland Heights Kentucky Diploma 05/1981

Villa Madonna Academy, Villa Hills Kentucky