Customer-oriented. Successful at troubleshooting and handling customer support issues in a timely manner. Energetic with strong time management skills who thrives in a fast paced, dynamic environment. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.
Attendant, 09/2013 to 06/2014 Clear – San Antonio, TX
Work in the airport as an attendant assisting paying members in bypassing long security lines though a dedicated lane.
Enroll new members by face to face sales.
Inform new and existing members of new information of upcoming changes.
Addressed customer service inquiries in a timely and accurate fashion.
Provided accurate and appropriate information in response to customer inquiries.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Succeeded in having the highest conversion rate in the station,.
Transportation Security Officer, 02/2008 to 05/2013 Transportation Security Administration – San Antonio, TX
Security and protection of air travelers and airports.
Responsible for identifying dangerous objects in baggage and/or on passengers, prevention of prohibited items from being transported onto aircraft.
Providing friendly customer service educating passengers on policies and guidelines.
Operation of various screening equipment (X-Ray, ETD, CTX, WTMD, and Hand-Held Metal Detector).
Observation of the airport environment.
Referring individuals at checkpoint and gates in secure area for additional screening through casual conversation, utilizing ADASP and UPS protocol.
Assisting with LTSO duties when needed overseeing approximately 25 TSOs and maintaining passenger/baggage flow records.
Demonstrated ability to prepare incident reports when prohibited items found and require law enforcement notification.
Performing security screening of persons.
Customer Service Representative, 11/2007 to 02/2008 Lowes – San Antonio, TX
Coordinating, assisting, and providing the general public information regarding store products and services.
Customer Service Representative, 09/2006 to 11/2007 West/AT&T – San Antonio, TX
Responsible for responding on supervisor requested escalated calls utilizing my deescalating skill while maintaining my composure in an inbound environment.
Utilized oral and written skills.
Also trained, mentored and coached new-hires and other agents on utilizing effective/efficient skills, and troubleshooting.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Demonstrated mastery of customer service call script within specified timeframes.
High School Diploma: 1 2006 Homeschooled - Marion, Texas