Ana T

Managed 100+ customer calls each day Mentored new employees in the company software Placed 200+ customer orders each week

customer service - Amazon.com - Los Angeles, CA

(2019-05 - 2026-08)

• Managed 100+ customer calls each day
• Mentored new employees in the company software
• Placed 200+ customer orders each week
• Implemented new customer service representative training programs
• Handled customer questions and complaints by phone and via email
• Created accounts for new customers
• Implemented referral program, which increased customer base by 25% in eight months

Customer Service Representative - American Airlines - Los Angeles, CA

(2015-08 - 2019-04)

• Assisted over 100 customers daily by making airline travel arrangements, answering questions about flight schedules, and resolving complaints
• Maintained a monthly customer satisfaction rating of 95% or higher
• By adapting communication style to each customer, improved average talk time by 10%
• Achieved one call resolution 90% of the time, exceeding the center's goal of 85%
• Coordinated with airline customer service agents in a collaborative team environment and provided support to colleagues to resolve customer challenges and issues
• Performed account lookups, verified travel documentation, and provided information to travelers to ensure safe boarding and proper accommodations

Online Banking Specialist - JPMorganChase - Los Angeles, CA

(2012-09 - 2015-07)

• Helped new and existing clients open personal accounts, resolved issues related to online banking services, and navigated banks website; assisted corporate and small business account with online business banking.
• Unlocked locked accounts and provided temporary passwords to provide access to online accounts.
• Troubleshot issues over the phone for customers using Firefox, Internet Explorer, Chrome, and Safari.
• Supported customer service representatives by addressing customer inquiries by phone.

Bachelors of Art - La Verne University (2012-05)