Maria Isabel Dueñas Cejudo
Customer Service
Sant Andreu De La Barca
Summary
Proven customer service expert with a track record of enhancing customer satisfaction and loyalty at Jet2, American Airlines, Iberia Airlines and BMI British Midland Airways. Skilled in active listening and problem-solving, adept at transforming customer challenges into positive outcomes. Increased repeat business through empathetic service and effective conflict resolution. Demonstrates strong product knowledge and documentation skills, contributing to a results-driven team environment. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Jet2
04.2024 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Receptionist Administrator
Grupo Eulen
01.2024 - Current
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Handled complaints and questions, and re-directed calls to other team members.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
Call Center Representative
Securitas Direct
04.2023 - 06.2023
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Met customer call guidelines for service levels, handle time and productivity.
Receptionist
Parling Language School
09.2015 - 03.2023
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Collected [Type] payments, processed transactions and updated relevant records.
Customer Service Representative
ISEC (American Airlines)
07.2012 - 06.2015
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Monitored flight schedules closely, providing timely updates to passengers regarding potential delays or cancellations.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
Check-in Agent
Iberia Airlines
03.2013 - 10.2014
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
Ticket Sales Agent
BMI British Midland Airways LTD
04.1999 - 11.2009
- Increased ticket sales by proactively engaging with customers and providing exceptional service.
- Resolved customer complaints professionally, applying empathy and effective problem-solving skills.
- Performed cash, card and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
- Processed refunds and exchanges in accordance with company policy.
- Worked with floor team and managers to meet wide range of customer needs.
Education
No Degree - Human Resources Management
CEM Rubí
Rubí, Spain 04.2001 -
No Degree - HND in Travel & Tourism Management
Guildfor College
Guildford, Surrey, UK. 04.2001 -
No Degree - Kindergarten And Preschool Education
Hospitalet III
L'Hospitalet De Llobregat, Spain 04.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Problem-solving abilities
Customer Relations
Assertiveness
Documentation
Languages
Spanish
Bilingual or Proficient (C2)
Catalan
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Live music events & reading
I fully enjoy attending live music concerts and reading a good book.
Timeline
Customer Service Representative
Jet2
04.2024 - Current
Receptionist Administrator
Grupo Eulen
01.2024 - Current
Call Center Representative
Securitas Direct
04.2023 - 06.2023
Receptionist
Parling Language School
09.2015 - 03.2023
Check-in Agent
Iberia Airlines
03.2013 - 10.2014
Customer Service Representative
ISEC (American Airlines)
07.2012 - 06.2015
No Degree - Human Resources Management
CEM Rubí
04.2001 -
No Degree - HND in Travel & Tourism Management
Guildfor College
04.2001 -
No Degree - Kindergarten And Preschool Education
Hospitalet III
04.2001 -
Ticket Sales Agent
BMI British Midland Airways LTD
04.1999 - 11.2009
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