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.
