Dalma Estrada
Lima
Summary
Highly-motivated with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Organized and motivated eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
13
13
years of professional experience
Work History
ACR / DSR Representative
American Airlines
Lima
10.2021 - Current
- Provided assistance for ACS / AWS questions or escalations.
- ACS / AWS Leader transaction queries.
- KANA, processing name and date of birth corrections by email.
- Educated ACS / AWS agents to search and and follow AF procedures to avoid escalation calls and for a better call handling.
- Reported known and new website/app issues
AWS Representative
AA
Lima
10.2020 - 10.2021
- Resolved customer inquiries related to web applications, including troubleshooting issues with hardware, software, and internet connectivity.
- Provided technical support to customers via telephone, email and chat.
- Answered customer inquiries regarding product features, pricing and availability.
- Escalated complex problems to higher level technicians as needed.
ACS Team Leader TDY
American Airlines
Lima
08.2015 - 12.2015
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Attended weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Delegated daily tasks to team members to optimize group productivity.
- Provided guidance/ assistance on Leader procedures when needed.
- Sent daily operational reports.
- Provided daily direction and guidance to team members.
ACS Representative
American Airlines
Lima
02.2013 - 10.2020
- Answered calls and emails to facilitate customer service.
- Answered customers questions about status qualification, exceptions, benefits.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
General Sales Representative
American Airlines
Lima
07.2011 - 02.2013
- Assisted passenger to book flights or make changes on existing reservations.
- Looked for fly details a provide accurate fly info
- Processed customer payments for reservations over the phone.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Handled special requests such as seat assignments or meal preferences.
Education
Some College (No Degree) - Flight Attendant
Columbia
Lima01-2011
Some College (No Degree) - Comercial Aviation
Columbia
Lima07-2010
Skills
- Customer Service
- Technical Troubleshooting
- Active Listening
- Customer Relations
- Problem-Solving
- Decision-Making
- Handling Escalations
- Report Transcription
- Typing proficiency
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
ACR / DSR Representative
American Airlines
10.2021 - Current
AWS Representative
AA
10.2020 - 10.2021
ACS Team Leader TDY
American Airlines
08.2015 - 12.2015
ACS Representative
American Airlines
02.2013 - 10.2020
General Sales Representative
American Airlines
07.2011 - 02.2013
Some College (No Degree) - Flight Attendant
Columbia
Some College (No Degree) - Comercial Aviation
Columbia
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