Abigail Garcia Jotie
Customer Service Agent
Richmond,BC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Airport Customer Service Agent
Delta Air Lines, Inc.
02.2012 - 03.2024
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Provided exceptional service at ticket counters, booking flights and processing payments securely.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
- Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Streamlined service processes for quicker response times, leading to improved customer experiences.
- Identified opportunities for upselling products or services, driving revenue growth and business expansion.
Personal Financial Services Representative
Royal Bank Of Canada, RBC
10.1998 - 01.2012
- Collaborated with team members to ensure seamless communication and consistent service delivery.
- Contributed to process improvements by sharing feedback from customer interactions with management teams.
- Streamlined service processes for quicker response times, leading to improved customer experiences.
- Identified opportunities for upselling products or services, driving revenue growth and business expansion.
- Coordinated with various departments to resolve complex client issues effectively and in a timely manner.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Developed strong relationships with clients, fostering trust and loyalty through exceptional service provision.
- Achieved high customer satisfaction ratings by delivering empathetic support during challenging situations.
- Maintained accurate records of customer interactions, capturing essential data for analysis and improvement purposes.
- Managed high call volumes while maintaining a professional demeanor and ensuring timely issue resolution.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Passionate about learning and committed to continual improvement.
Education
Bachelor of Arts - Economics
Philippine Women's University
PhilippinesBachelor of Science - Education
Philippine Normal University
PhilippinesMaster of Arts - Education
Philippine Normal University
PhilippinesSkills
- Strong multitasking
- Decision-Making
- Time management expertise
- Flexible Work Schedule
- Effective problem solving
- Superior customer service
- Emergency response readiness
- Cross-cultural sensitivity
- Customer Service
Languages
English
Full Professional
Tagalog
Native or Bilingual
Timeline
Airport Customer Service Agent
Delta Air Lines, Inc.
02.2012 - 03.2024
Personal Financial Services Representative
Royal Bank Of Canada, RBC
10.1998 - 01.2012
Bachelor of Arts - Economics
Philippine Women's University
Bachelor of Science - Education
Philippine Normal University
Master of Arts - Education
Philippine Normal University
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