Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ANDREA TOUSSAIN

Phoenix

Summary

Experienced in specialized task execution and strategic implementation. Adept at utilizing effective problem-solving techniques to enhance operational processes. Demonstrated track record of fostering team collaboration and ensuring project success. Consistently delivers results that exceed expectations.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Specialist, System Support Center

American Airlines
08.2024 - Current
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Gathered, organized and input information into digital database.

Customer Service Agent

AMERICAN AIRLINES
09.2023 - 07.2024
  • Updated and maintained database with accurate customer information and timely data entry.
  • Developed strong communication skills while interacting with customers from diverse backgrounds.
  • Demonstrated excellent customer service skills by promptly responding to inquiries and resolving customer issues.
  • Navigated multiple computer systems and applications and utilized search tools to find information.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.

Airline Customer Service Agent

AMERICAN AIRLINES
09.2022 - 09.2023
  • Provided excellent customer service by assisting customers with questions, flight changes and luggage issues.
  • Utilized problem-solving skills to resolve customer issues quickly and efficiently.
  • Demonstrated strong interpersonal skills while interacting with customers, colleagues, and supervisors in a professional manner.
  • Maintained computerized inventories of available passenger space and provided information on space reserved and available.

Reservations Agent

AMERICAN AIRLINES
09.2022 - 11.2022
  • Adhered to quality standards set forth by the company while interacting with guests via telephone or email communication.
  • Managed bookings for a high number of reservations per day, ensuring accuracy and efficiency.
  • Demonstrated ability to work independently as well as collaboratively within a team environment.
  • Used computer to access information on schedules, rates and routes to answer customer inquiries.

Customer Service Associate Team Leader

WALMART
05.2017 - 11.2022
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Handled customer complaints and inquiries in a courteous and efficient manner.

Transportation Security Officer

HOMELAND SECURITY, TSA
06.2022 - 09.2022
  • Interacted professionally with passengers while ensuring compliance with TSA guidelines.
  • Enforced security regulations with tact and diplomacy while maintaining a professional demeanor.
  • Utilized advanced imaging technology to screen passengers and accessible property moving through security checkpoints.
  • Analyzed personal identification and necessary travel documents for signs of fraud or alterations.

Education

Master of Arts - Information And Computer Systems

DeVry University
Chicago, IL
10-2026

Bachelors - Interdisciplinary Leadership

Northern Arizona University
05.2022

Associate in Arts (A.A.) - Arts

Phoenix Community College
12.2020

Associate in Science (A.S.) - Applied Science

Phoenix Community College
12.2020

High School Diploma - undefined

Betty H. Fairfax High School
05.2016

Skills

  • Billing Inquiries
  • Database Research
  • Customer Service
  • Customer Complaint Resolution
  • Call Volume Analysis
  • Agent Support
  • Expert problem solving
  • Customer relations
  • Analytical thinking

Certification

  • Cybersecurity
  • Business

Timeline

Specialist, System Support Center

American Airlines
08.2024 - Current

Customer Service Agent

AMERICAN AIRLINES
09.2023 - 07.2024

Airline Customer Service Agent

AMERICAN AIRLINES
09.2022 - 09.2023

Reservations Agent

AMERICAN AIRLINES
09.2022 - 11.2022

Transportation Security Officer

HOMELAND SECURITY, TSA
06.2022 - 09.2022

Customer Service Associate Team Leader

WALMART
05.2017 - 11.2022

Bachelors - Interdisciplinary Leadership

Northern Arizona University

Associate in Arts (A.A.) - Arts

Phoenix Community College

Associate in Science (A.S.) - Applied Science

Phoenix Community College

High School Diploma - undefined

Betty H. Fairfax High School

Master of Arts - Information And Computer Systems

DeVry University

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