Alejandra Millan

As a customer care representative, I am passionate about efficiency and resolving issues. In my over 10 years of experience i've learned that communication is key to success. I am specially good at deescalating stressful situations and always happy to help.

Jun 2022 - / Customer Care - BRG Sports

• Place/cancel purchase orders using SAP.
• Provide confirmation and shipment status.
• Answer inquiries about product details, prices, availability, delivery dates.
• Keep constant communication with internal departments.
• Escalate and follow up irregular situations.
• Resolve customer complaints.
• Process RAs, warranties and free orders to ensure customer satisfaction.
• Keep record of all customer interactions.

Feb 2022 - Apr / 2022 Customer Service Analyst - Moen Incorporated 

• Place/cancel purchase orders using SAP.
• Provide confirmation and shipment status.
• Answer inquiries about product details, prices, stock availability, delivery dates, eta, etc.
• Keep record of all customer interactions for audit purposes.
• Modify purchase orders upon customer´s requests.
• Schedule pick up and delivery appointments.
• Keep customers informed about their back order.
• Keep constant communication with the operations and sales departments in order to make sure prices and promotions are up to date.
• Follow up complaints.
• Provide invoices and open orders history.

Mar 2017 - Dec 2021 / Customer Service Rep -American Airlines

• Provide information about flight destinations, prices, schedules, services, policies security protocols, baggage limitations, country’s entry information, etc.
• Guide the customer through the use of the app and website.
• Troubleshoot and escalate any system error.
• Report any product/policies discrepancies posted online.
• Provide first call resolution and escalate complaints whenever necessary.
• Offer alternatives to flight disruptions/irregular operations.
• Manage exemptions in order to keep and increase the customer’s loyalty.
• Manage compensation for irregular operations.
• Offer upsell products and services.

2003 - 2026 High School - Instituto Londres