Heather Fontelera
Brooksville
Summary
Dynamic technology professional with entry-level experience in software development, system administration, and technical support. Proven ability to solve complex problems, optimize performance, and manage projects effectively within collaborative team environments. Committed to continuous learning and adapting to industry trends to drive organizational success. Demonstrates strong communication skills and a proactive attitude toward achieving strategic goals.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Field Service Technician
Tri-County Electric Co-Op Assn
Aledo
01.2024 - 05.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Customer Service Representative
American Airlines
Fort Worth
03.2023 - 07.2023
- Defused challenging situations by employing effective conflict resolution strategies.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
Customer Relations Advocate
American Airlines
Fort Worth
11.2021 - 07.2022
- Provided exemplary level of service to customers to extend relationships for future business opportunities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Drove customer escalations to resolution by engaging directly with clients.
Education
High School Diploma -
Campbell County High School
Alexandria, KY05-2020
Skills
- Complaint resolution
- Building rapport
- Money handling
- Client relations
- Administrative support
- Microsoft office expertise
- Microsoft outlook
- Leadership Experience
Certification
- Certified in Microsoft Word
- Google Certified in Foundations of Cybersecurity
- Google Certified in Play it Safe: Manage Security Risks
Timeline
Field Service Technician
Tri-County Electric Co-Op Assn
01.2024 - 05.2024
Customer Service Representative
American Airlines
03.2023 - 07.2023
Customer Relations Advocate
American Airlines
11.2021 - 07.2022
High School Diploma -
Campbell County High School
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