Laura

Phillips

440-***-****

lauradonnats@sbeglob

al.net

Strongsville, OH 44149

SUMMARY

I've worked in Custo merservice for 28 years. am reliable. have a very strong workethic. lwork

wellwithothers.

Reliable Customer Service Representative with extensive track record indemanding sales and

account management environments. Strong presenter, communicator and problem solver

working effectively and productively with diverse customers and individual needs.

SKILLS

@ ReportGeneration ® Creative Problem Solving

®@ Credit Card Payment Processing ®@ Responding to Difficult Customers

@ ReportCreation ® Courteouswith Strong Service Mindset

@ Understanding Customer Needs ® Customer Service

@ Verbaland Written Communication @ De-escalation Techniques

@ Issue and Complaint Resolution ® Customer Account Management

@ Multitasking and Prioritization ® Call Centers

®@ Customer Retention Strategies ® Customer Relations

@ Efficientand Detail-Oriented © Process Optimization

® Call Documentation ®@ Conflict Mediation

@ Building Customer Trust and Loyalty

EXPERIENCE

Customer Service Specialist

Cleveland, OH

American Airlines/ Oct 1994 to Sep 2022

® Documented customer correspondence inCRM to track requests, problems and

solutions.

@ Resolved customer inquiries, questionsand concerns to consistently offer quality

serviceand meet performance benchmarks.

@ Trained new hires on productsand services, best practices and protocols to reduce

process gaps.

@ Upheld quality control policies and procedures to increase customer satisfaction.

@ Troubleshot shortages and overages to support quality control efforts.

@ Provided outstanding serviceto new and long-standing customers by attending clasely

toconcems and developing solutions.

@ De-escalated problematic customerconce ms, maintaining calm, friendly demeanor.

EDUCATION AND TRAINING

Associateof Arts: Marketing Management And Research

CuyahogaCommunity College May1986

Cleveland,OH

Contact this candidate