Valerie Kotrc

***** ********** ***** ****** ** **388

PROFESSIONAL SUMMARY –

832-***-****

Successful Customer Service Representative with 20 years of experience addressing customer requests and concerns, combining management and excellent service. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic in handling tricky situations through resourcefulness and adaptability. Expertise in the airline industry and booking reservations for travel, domestically and internationally. SKILLS –

• Understanding Customer Needs, Issues, and complaint resolutions.

• Customer Feedback through CSAT Scores – Maintaining 100%

• Adaptability to use several computer programs to include; CSPro, ALIS, Microsoft, Excel, Travel Time, Cisco.

• Responding to difficult customers, Calm and Professional under pressure

• Customer Data Confidentiality through policies and HIPAA

• Upbeat and Positive personality. Efficient and detail oriented. Courteous and Strong service mindset

WORK HISTORY –

Senior CCR, 10/2019 to Current

Alight Solutions – The Woodlands, Texas

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Responded to customer needs through competent customer service and prompt problem- solving.

• Assisted call-in customers with questions and concerns about their benefits.

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

• Build long-term, loyal customer relations by providing top-notch service and detailed orders, accounts, and service information. Coordinated timely responses to online customer communication and researched complex issues. Reservation Specialist, 7/1999 to 2/2019

United Airlines, Chicago, Ill.

• Confer with customers by phone or in person, to provide information about products or services, cancellation of tickets and resolve complaints.

• Check to ensure that appropriate changes were made to resolve customers' issues.

• Solicit sales of new or additional services or products.

• Plan routes, itineraries, and accommodation details, and compute fares and fees, using schedules, rate books, and computers. Advise customers of international documents that may be required when entering a foreign country.

• Answer inquiries regarding information such as schedules, accommodations, procedures, and policies.

• Contact customers or travel agents to advise them of travel conveyance changes or to confirm reservations.

Supervisor, 7/1099 to 2/2019

United Airlines, Chicago, Ill.

• Examine passenger documentation to determine destinations to assign boarding passes.

• Provided boarding or disembarking assistance to passengers needing special assistance. Announce arrival and departure information.

• Answer inquiries regarding information such as schedules, delays, accommodations, procedures, and policies.

• Analyze operations to evaluate performance of the staff in the daily operations of the airline. Adjusting when needed. Establish departmental responsibilities and coordinate functions among departments. Rescheduling agents to meet incoming flights or boarding outgoing. Overseeing several flights and agents working at each gate every hour.

• Customer Service Resolutions Officer (CRO) helping maintain rules and regulations alongside the American Disabilities Administration.

• Ground Security Clearance Officer – high security clearance and knowledge about rules and regulations with the FAA and DOT regarding security on each flight and tarmac.

EDUCATION –

Associate of Science, Biotechnology - 06/1997

Red Rocks Community College, Lakewood, Colorado

*Completed professional development in Biotechnology

*Dean’s List – 1997

* Member with honors – Thi Theta Kappa - 1997

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