ANGELA ROSE

Work History

WestJet Airlines

07.2016 - Current

Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service.
streamlined check-in process through diligent organization skills resulting in reduced wait times for customers.
Completed all necessary paperwork accurately and efficiently to ensure proper documentation of transactions.
Demonstrate a positive attitude and commitment to teamwork in a friendly, caring manner.
Ensuring safety and on time departure on every flight assign.
upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
Exceeded performance goals consistently, earning recognition for for outstanding service delivery.

Citibank Group

01.2013 - 01.2015

Work with a range of products and services, with detail knowledge of administrative and technical skills.
Involved with the exchange of complex information related to personal accounts, using experienced and ethical judgment regarding personal behavior, conduct and business practices.
Able to evaluate the task at hand finding the correct solution in order to achieve a solution. Researching problems such as skip tracing, to develop external contacts.
Shared knowledge with less experience collectors, increasing the opportunity to interpret procedure instruction, by choosing alternative courses of action, to resolve delinquencies.
Appropriately safe guarding the reputation of the clients and entity, by driving compliance with applicable laws, rules and regulations.

American Airlines

01.2005 - 01.2011

Assists American Airlines prospective customers and members of the top tier travel program.
Assisting customers in reaching satisfactory solutions to their travel related needs, maintaining confidential accounts. For Spanish and English speaking customers.
Responsible for account mileage information, upgrades and award ticket issuance.
In-charge of building extensive itineraries involving different fare rules and travel times with airline partners.

American Airlines – Miami International Airport

01.2002 - 01.2005

Responsible in filing reports, completing data entry for flight manifests.
Travel coordinator for the Latin America Flight Service Department.
In charge of Crews, Hotel and transportation, uniform order and office supplies.
In charge of distribution of mail and shipment of International reports. Collected and analyzed documentation assigned by General Latin America Manager.
Extensive travel to Latin America. Conducted meetings in both Spanish and English, translating company documents, specific to union materials to distribute to all levels of management within Latin America Flight Service Departments.
Fast work environment, busy airport operations, ad hoc projects were assigned.
Managed requisitions for 900 employees.

American Airlines – Headquarters

01.1999 - 01.2002

Monitoring calls over the phone, to ensure customer service experience.
Ensuring that agents were in compliance with the DOT department regulations, in giving correct itinerary quote.
Responsible for quarterly stats call reports and training coordination for reservation agents.
In-charge of distributing and sorting out Customer Relations reports.
Supported projects consisting in developing training material.
Filed reports of customer service agent performance.
Assisted in training, creating manuals for new hires in Spanish and English.
Contributor to American Way in-flight magazine (kids Spanish issue.)

American Airlines – Central Reservations Office

01.1995 - 01.1999

Assisted American Airlines, Executive Members, in reaching satisfactory solutions to their travel related needs, maintaining confidential mileage accounts.
Responsible of building extensive itineraries using different flight partners worldwide, involving different mileage awards and travel requirements for passengers traveling internationally.