Maria Isabel Pena (Zapata)
Carolina
Summary
Customer service professional dedicated to effective team management and customer satisfaction. Exceptional customer care professional who addresses inquiries and resolves problems as arise. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically. Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication. Dynamic Customer Service Manager who leads diverse teams to achieve company goals.
Overview
15
15
years of professional experience
Work History
Reservations Agent
Southwest Airlines
02.2017 - 01.2018
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for customers.
- Handled reservations and answered questions from interested patrons for busy [Number]-room hotel
Supervisor
Wells Fargo Home Mortgage
06.2003 - 12.2017
- Met all customer call guidelines including service levels, handle time and productivity.
- Solved unresolved customer issues.
- Promptly responded to inquiries and requests from prospective customers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained staff on operating procedures and company services.
- Identified individual development needs with appropriate training.
- Effective liaison between customers and internal departments.
- Managed work flow to exceed quality service goals.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
- Monitored workflow to improve employee time management and increase productivity
- Achieved results by working with staff to meet established targets
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Evaluated employee performance and coached and trained to improve weak areas
Education
High School Diploma - undefined
San Antonio College
San Antonio, TXSkills
- Excellent time management skills
- Adherence to high customer service standards
- Customer-focused
- Microsoft Outlook, Word and Excel
- Exceptional telephone etiquette
- Extremely organized
- Excellent work ethic
- Strong interpersonal skills
- Spanish-speaking
- Self-sufficient
- Reservations assistance
- Email etiquette
- Friendly service mentality
Timeline
Reservations Agent
Southwest Airlines
02.2017 - 01.2018
Supervisor
Wells Fargo Home Mortgage
06.2003 - 12.2017
High School Diploma - undefined
San Antonio College
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