Rindle Shedlin
Culver City
Summary
Dynamic customer service professional with extensive experience at Alaska Airlines, recognized for exceptional problem resolution and outstanding communication skills. Proven ability to manage escalations and foster empathetic client relationships, consistently exceeding service standards. Adept at utilizing reservation systems to enhance customer satisfaction and streamline processes in high-pressure environments.
Overview
5
5
years of professional experience
Work History
Customer Service Agent
Alaska Airlines
08.2021 - Current
- Assisted customers with flight inquiries, bookings, and cancellations to enhance satisfaction.
- Resolved passenger complaints effectively to maintain service quality and brand reputation.
- Utilized reservation systems to manage itinerary changes and ensure accurate travel information.
- Collaborated with team members to streamline processes and improve customer interaction efficiency.
- Educated passengers on luggage policies, check-in procedures, and travel requirements for compliance.
- Handled high-pressure situations calmly while providing timely solutions for immediate concerns.
- Trained new hires on customer service protocols and software usage for consistent performance.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Addressed customer account discrepancies and concerns.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Delivered prompt service to prioritize customer needs.
Customer Service Agent
UNIFI/ American Airlines
07.2020 - 08.2021
- Monitored feedback channels to identify trends and recommend improvements in service delivery.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Utilized reservation systems to manage itinerary changes and ensure accurate travel information.
- Collaborated with team members to streamline processes and improve customer interaction efficiency.
Education
Bachelor of Science - Hotel And Restaurant Management
Trinity University
Quezon City, Philippines 03.2001
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Active listening
- Conflict resolution
- De-escalation techniques
- Assertiveness
Languages
Filipino
Native or Bilingual
Timeline
Customer Service Agent
Alaska Airlines
08.2021 - Current
Customer Service Agent
UNIFI/ American Airlines
07.2020 - 08.2021
Bachelor of Science - Hotel And Restaurant Management
Trinity University