Melani Guerrero Tovar
Denver
Summary
Dedicated customer service representative with strong conflict resolution and relationship-building skills. Proven ability to manage high-stress situations while enhancing customer satisfaction.
Overview
1
1
year of professional experience
Work History
Customer Service Representative
Worldwide Flight Services
Denver, CO
11.2024 - 01.2026
- Assisted customers with inquiries, providing timely and accurate information regarding flight services.
- Resolved customer complaints effectively, ensuring satisfaction and maintaining company standards.
- Processed bookings and changes efficiently using reservation systems to enhance customer experience.
- Collaborated with team members to streamline operations and improve service delivery.
- Trained new staff on customer service protocols and operational procedures to ensure consistency.
- Maintained knowledge of airline policies and procedures to support customer needs effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
High School Diploma -
Goal Highschool
Denver, COSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Problem resolution
- Complaint handling
- Conflict resolution
- Client relations
- Follow-up skills
- Team development
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Worldwide Flight Services
11.2024 - 01.2026
High School Diploma -
Goal Highschool