Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Anita Kaplan

200 S. Pantano Rd. Apt. 243 Tucson

Summary

Dynamic customer service professional with a proven track record at American Airlines, excelling in problem resolution and communication. Recognized for enhancing customer satisfaction and loyalty through empathetic interactions and effective multitasking. A reliable self-starter, consistently exceeding performance metrics while maintaining professionalism in high-pressure environments.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

25
25
years of professional experience

Work History

Customer Service Agent

American Airlines
06.2021 - Current
  • Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
  • Collaborated with team members to enhance operational workflows and improve service delivery.
  • 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.
  • 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.

Customer Service Representative

American Airlines
03.2000 - 06.2021
  • Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
  • Managed high-volume call traffic, ensuring timely responses to customer needs and concerns.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.

Education

Evanston Township High School
Evanston, IL

Skills

  • Customer service
  • Data entry
  • Problem resolution
  • Outstanding communication skills
  • Active listening
  • Service-oriented self-starter
  • Exemplary work ethic
  • Multitasking and organization
  • Phone etiquette
  • Task prioritization
  • Reliability and punctuality

Interests

  • Exploring famous landmarks, historical sites, and cultural attractions in new destinations and our local area
  • Sharing travel tips, recommendations, and insights with fellow enthusiasts

Timeline

Customer Service Agent

American Airlines
06.2021 - Current

Customer Service Representative

American Airlines
03.2000 - 06.2021

Evanston Township High School

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Anita Kaplan