Customer Service Los Angeles
Resume:
MARIA AVILES
Los Angeles CA *****
SKILLS
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Customer Service
Problem Solving
Call center
HIPAA
Google Workspace
Communication skills
Negotiation
Cash Handling
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Sales
Claims Investigation
Team Collaboration
Active Listening
Data Entry
Customer Relationship Management (CRM)
Data Collection
Payment Processing
WORK HISTORY
12/2022 to Airlines Claim Representative
03/2024 Hallmark Aviation Services – Los Angeles, CA
• Decreased claim processing time by streamlining workflows and implementing efficient task prioritization.
• Reduced fraudulent claims by conducting thorough investigations and verifying information accurately.
• Managed a high volume of claims, ensuring prompt attention to each case.
• Prioritized workload effectively under pressure, consistently meeting deadlines without sacrificing quality or accuracy in claim processing tasks.
06/2022 to Airline Customer Service Representative LAX Airport 11/2022 Hallmark Aviation Services – Los Angeles, CA
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Contributed to sales growth by upselling products and services based on individual customer requirements. 03/2022 to Administrative Assistant
06/2022 Franco Trucking Inc – Carson, CA
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
07/2021 to Travel Advisor
03/2022 American Travel - Corporate Travel – Agoura Hills, CA
• Organized group travel arrangements efficiently, facilitating enjoyable experiences for large parties.
• Resolved travel issues, complaints and refunds
• Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients.
• Maintained detailed records of client interactions, bookings, and payments for easy reference. 04/2021 to Youth Care Worker / Temp Position
05/2021 Quest Group – Long Beach, CA
• Engaged and interacted with youth in the education department, to include assisting teachers and facilitating as needed
• Provided direct supervision of children in care and maintains line-of-sight
• Provided reports to managers regarding children's needs, activities, and documentation of time and location. 11/2019 to Customer Service Representative
04/2020 Kaiser Permanent - INSIGHT GLOBAL LLC – Irvine, CA
• Assisted providers and members with insurance eligibility and benefits.
• Resolved customer complaints with empathy through active listening skills, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. 08/2016 to Customer Service Agent/Ground Security Coordinator 06/2019 Delta Air Lines, Inc – Managua, Nicaragua
• Assisted passengers with ticketing in a prompt, friendly, and courteous manner
• Created new files and spreadsheets to track quarterly, monthly and yearly station audits (fueling, aircraft parts, security measures etc.)
• Managed Gates and Ramp Operations
• Assisted in training new hires, sharing best practices for effective customer service delivery. 07/2015 to Customer Service Agent
06/2019 DELTA AIRLINES – Nicaragua, NI
• Assist passengers with Check In in a prompt, friendly, and courteous manner
• Ticketing and able to handle cash and credit cards transactions with accuracy
• Manage Gate and Ramp Operations
• Create new files and spreadsheets to track quarterly, monthly and yearly station audits (fueling, aircraft parts, security measures etc.)
• Update aircraft parts, status of items or other information related to it. EDUCATION
High School Diploma
Pureza De Maria High School - Nicaragua
ASSESSMENTS
• Recruiting, Proficient, 08/01/23, Managing the candidate sourcing and selection process
• Customer service, Proficient, 12/01/20, Identifying and resolving common customer issues
• Work style: Reliability, Proficient, 04/01/22, Tendency to be reliable, dependable, and act with integrity at work
• Recruiting, Proficient, 11/01/22, Managing the candidate sourcing and selection process
• Attention to detail, Proficient, 04/01/22, Identifying differences in materials, following instructions, and detecting details among distraction
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