Lisa Farina

Fuquay, NC ***** • 919-***-**** • adtopx@r.postjobfree.com

Professional Summary

I was employed at America Airlines for 32 years, excelling in Customer Service, when I qualified for an amazing buy-out retirement package. I am now currently seeking a new position, possibly in a new field, to utilize my skills in customer service, problem solving, and always putting the customer first. I am looking for an opportunity to use the skills I have learned over the years to continue to assist the public.

Airline Work History

Reservations Customer Service Representative, 02/1988 to 10/2020 American Airlines – Cary, NC

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants. Recommended products to customers, thoroughly explaining details. International Advantage

American Airlines

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Investigated and resolved customer inquiries and complaints quickly. Recommended products to customers, thoroughly explaining details. Responded proactively and positively to rapid change. Executive Platinum

American Airlines

Support fellow agents and provide on-the-job training when challenging customer situations arise that require consultation to bring to resolution This requires swift decision making, a can-do attitude, and creativity to bring the most challenging situations to resolution to provide superior customer service. Manager-On-Duty

American Airlines

Acted as the escalation point for all help desks to resolve challenging situations in a timely manner. The challenges include cancelled flights, family emergencies that require last minute travel, customers who lost or misplaced proper documents to travel to foreign travel. Also assisted in research, proper procedures and formats so agent can learn by example. ConciergeKey

American Airlines

Responsible for communicating via phone and email to American Airlines most elite customers regarding their travel arrangement, including day-of tracking and monitoring of all flights. These customers are our most frequent flyers.

Five Star Service

American Airlines

Responsible for coordinating an on-site representative to assist with high profile customers who require additional assistance upon arrival and departure including meet-and-greet and escorting through the airport

These customers include CEOs, celebrities, and other high net worth individuals. Restaurant Experience

Raleigh, NC

I have over 10 years experience working with the public in a restaurant atmosphere. Duties included serving, bartending and banquets.

Angus Barn Restaurant, 08/1986 to 04/1990

Server, Trainer – Raleigh, NC

Responsible for training staff members on proper customer etiquette; including bartending, serving, hosting, and general customer service

Server: Take orders, serve food and beverages, check in with customers, collect payments, answer questions regarding menu items and perform cleaning duties. Castle Restaurant, 08/1980 to 08/1986

Server, Bartender, Trainer – Olean, NY

I worked as a server for both the restaurant and banquets, including bartending and training new employees.

Skills

Customer Service Support

Organizational Skills

Typing

Sabre

Qik Res

AAcorn

Cash register

Computer

Education

Associates Degree

Jamestown Business College - Jamestown, NY