Center Agent Customer Service

Angel A. Pinto

** *** *****, ***** ********, NC *8711

786-***-****. *****.********@*****.***

• Customer Service, Retention on and Growth – Worked to make United Airlines customers’ travel experience a positive one as a Lead Customer Service Agent for Airport Terminal Services

(2015 to March 2022). Supervised Ticket-counter agents and gate agents. Assisted with baggage and passenger check-in, coordinated boarding for on-time departures, addressed customers’ concerns, filed incident reports and operated the jet bridge. Met the plane upon arrival and coordinated flight departures with the pilots and in-flight crew. Considerably experienced working various shifts and handling delays, rebooking and agitated customers.

• Addressed customer questions and concerns regarding products, pricing and availability as a post-sale executive with Cable & Wireless Panama (1998-2008, 2010-2014), where I also created and delivered sales presentations to new and existing clients and recommended new or additional services to customers based on their needs and interests. Had an account retention rate of more than 90 percent. As a contract employee, I helped executives of Metroqwest Group of Miami (2008-2009) identify new business opportunities related to securing franchises as well as preparing documents, including policy manuals, that aids the company’s expansion into the health care business. Gained additional sales experience as a customer service representative with Bags To Go of Aventura (July 2014-March 2015.)

• Technological Expertise – Expanded my knowledge of wireless communications technology as a call center agent with IRT Respond Technology of Miramar, FL (2008-2010), where I boosted customer loyalty and sales by providing accurate information about cellular phone insurance plans and other services for T-Mobile, Sprint and AT&T products. Proficient in MicrosoT Windows, Office, Excel, Dbase, Unicorn and Siebel programs.

• Management – Responsible for managing two drop-off store locations and main facility as operating manager for Online Consignment of Miami (2008). Managed photography and shipping services as well as the lisIng on eBay.com of more than 300 items each day. Helped company maintain a 100-percent positive rate for its eBay transacIons.

• Proficiency in English and Spanish – Studied English at American High School in Miami Lakes and at Sheridan Technical InsItute in Hollywood, FL. Taught English as a Second Language at the American Academy School in Panama (1998).

• General Education on – High School Diploma specializing in Commerce/Bookkeeping, Professional Commerce InsItute, Panama. Diplomat in Sales, Santamaria La AnIgua University, Panama.