MICHELLE DEMAS

Jupiter, Florida Mobile: 305-***-**** Email: adqzav@r.postjobfree.com Linkedin.com/in/Michelle-Demas EXPERIENCED CUSTOMER SERVICE REPRESENTATIVE

INBOUND PHONE SERVICE GUEST SERVICES MEMBERSHIP SERVICES RESERVATION (RSVP) MANAGEMENT TROUBLESHOOTING PROBLEM SOLVING DE-ESCALATION NEGOTIATION INSTRUCTION & TRAINING Service-focused professional offering 25 years of experience in delivering customer service to United Airlines’ passengers. Assisted elite status customers, members, First & Business Class passengers, and guests from diverse cultural backgrounds. Experienced in delivering both phone-based and in-person customer service, troubleshooting issues, resolving concerns, explaining pricing/fees, company policies, securing bookings/reservations and maintaining knowledge of service offerings. PROFESSIONAL EXPERIENCE

United Airlines Los Angeles, California Aug. 1994 to Oct. 2020 Flight Attendant, Aug. 1997 to Oct. 2020

Major American airline operating large domestic and international flight route network spanning all six continents. Delivered customer service, ensured diverse passengers’ safety, addressed varied concerns and adhered to all aviation regulations during international and domestic flights departing from Los Angeles International Airport (LAX), as well as Newark Liberty International Airport (EWR). Served aboard international flights arriving in Europe, United Kingdom (UK), Israel, Australia, Japan, Mumbai and Delhi, India. Coordinated with Captain and Crew during flights regarding safety, passengers’ concerns, medical emergencies, severe weather and updated arrival times. Completed ongoing training in regulations, safety, operations and customer service. Maintained First Aid/CPR and AED Certification. Awarded United 25-Year Service Pin in recognition of both tenure and delivery of passenger services. Delivered in-flight customer service to elite passengers seated in both First Class and Business Class. Troubleshoot & resolved concerns regarding safety, seating, comfort, amenities and in-flight menus. Answered all general questions per connecting flights, arrival times and frequent flier programs. Welcomed boarding passengers as Door Greeter and guided to locate assigned seating. Reviewed pre-boarding checklists and verified emergency equipment such as jump seats. Calmed concerned passengers during emergencies such as evacuations and turbulence. Filed reports following incidents such as unruly passengers and medical emergencies. Oversaw meal preparation and delivery to passengers from aircraft’s Forward Galley. Administered CPR & oxygen to ill passengers as well as operated AED device. Reservations Specialist, Aug. 1994 to Aug. 1997

Delivered phone-based customer service to 200 daily callers seeking to book, change and cancel reservations (RSVPs) for domestic & international flights. Maintained current knowledge of domestic airport codes, United’s route network, frequent flier programs, mileage/rewards, fees, service charges, airline policies and FAA/FAR regulations. Promoted to Flight Attendant at Newark Liberty International Airport (EWR) for delivering excellent service. Guided diverse inbound callers to locate flights, select seating, book reservations and process payments. Assisted elite status passengers to redeem frequent flier program mileage and book First Class RSVPs. Transferred escalated concerns, such as fee disputes and in-flight service, to Reservation Supervisor. Explained procedures and fees for reservation changes and for frequent flier mileage redemption. EDUCATION & CERTIFICATIONS

The International Dermal Institute Carson, California Selective Esthetics Woodland Hills, California

Paul Mitchell The School Miami

Cosmetology/Esthetician