Fluent in English, French, Creole and Spanish, Italian comprehension.
- Top performer and Customer quality Star employee.
- Exceptional Customer Service with positive attitude.
- Fully committed to Excellence and Customer Satisfaction.
- Detail oriented with strong analytical and people skills.
- Trilingual, great team player and Microsoft Office proficient.
- Multitask with ability to pick up new skills quickly.
- Strong work ethic, reliable with a great personality.
- Provided second level customer care support to Joint Venture partners.
- Liaised with relevant Air France/KLM/Delta department overseas.
- Handled customer care and baggage claims received from Elite clients.
- Issued compensation checks, direct deposits,miles and travel credits.
- Prepared consolidated analysis for claims to our legal department.
- Provided assistance in the investigation and resolution of Legal claims.
- Handled sensitive claims and complaints from our High-Valued Customer (HVC).
- Provided resolution and support to sensitives claims (disabilities / social media).
- Performed audits and analysis on monthly activities.
- Ensured that company policies are consistent with those imposed by the DOT.
- Responded to claims refereed by governmental agencies.(Embassies,United Nation,IMF,World Bank...)
- Received merit raise for strong attention to detail, exemplary customer service and team-player attitude.
- Exceeded corporate target for customer satisfaction for 7 months in a row.
- Awarded 18 times for meeting Customer Service Quality Standards.
Jun 2011 - Dec 2012
Joint Venture Customer Care Specialist
Apr 2006 - Jun 2011
Senior Customer Relations Representative
Dec 2004 - Apr 2006
Front desk Manager
Feb 2002 - Nov 2004
Special Needs Teacher
Dec 2001 - Feb 2002
Customer Support Specialist
Jun 1999 - Dec 2001
Loss prevention Supervisor
Oct 1996 - Jun 1999