Samantha Felix
Santo Domingo,01
Summary
Dynamic customer service professional with a strong track record in customer relationship management and conflict resolution. Adept at educating clients and collaborating with teams to improve service processes and enhance client experiences.
Overview
3
3
years of professional experience
2018
2018
years of post-secondary education
Work History
Customer Service Representative
Spring Health(client) through Horatio(employer)
Santo Domingo, 01
02.2025 - 06.2025
- Assisted clients with inquiries and provided accurate product information.
- Resolved customer issues through effective communication and problem-solving skills.
- Managed customer accounts using CRM software to track interactions and updates.
- Educated clients on health services offered by Spring Health for better understanding.
- Facilitated feedback collection to enhance service processes and client experience.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Flight Attendant
Arajet
Santo Domingo, 01
08.2022 - 02.2025
- Ensured passenger safety by conducting pre-flight safety briefings.
- Assisted passengers with boarding and deplaning procedures.
- Provided exceptional customer service throughout the flight experience.
- Resolved passenger concerns and conflicts professionally and calmly.
- Collaborated with crew members to maintain a smooth flight environment.
- Conducted emergency procedures drills to ensure readiness for various situations.
- Monitored cabin conditions and reported issues to the flight crew promptly.
- Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
- Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
- Participated in pre-flight briefings to discuss flight details, weather and service plans.
- Greeted passengers, answered questions, and directed them to their seats.
- Ensured the quality of customer experience by resolving any issues that arose during the flight promptly and professionally.
- Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
- Responded to medical emergencies as needed during flights.
- Demonstrated safety equipment and procedures to meet FAA guidelines.
- Provided assistance to disabled passengers when necessary.
- Kept cabin neat, clean and professional in appearance.
- Reported any incidents or irregularities regarding the aircraft or its equipment to the captain immediately.
- Completed paperwork related to passenger manifests accurately after each flight.
- Took measures during unusual conditions to maximize safety of customers and crew.
- Directed junior team members in proper duties and company regulations.
- Controlled flight environment by responding to disruptive passengers per FAA and federal guidelines.
- Conducted periodic trips through cabin to monitor passenger comfort.
- Worked with air marshals, airport security, and ground personnel to remove unruly passengers.
Education
Licenced Flight Attendant - Flight Attendant Training
AeroIasca
Santo Domingo, 01 10.2020 - 06.2022
Politecnico Virgen De La Altagracia
Santo Domingo, 01Skills
- Customer relationship management
- Problem resolution
- CRM software utilization
- Customer account management
- Client education
- Emergency procedures implementation
- Conflict de-escalation
- Effective communication
- Live chat support
- Escalation management
- Microsoft office expertise
- Administrative support
- Computer proficiency
- Quality control
- Customer relations
- Verbal and written communication
- Active listening
- Attention to detail
- Quality assurance controls
- Adaptability and flexibility
- Strong teamwork
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Customer Service Representative
Spring Health(client) through Horatio(employer)
02.2025 - 06.2025
Flight Attendant
Arajet
08.2022 - 02.2025
Licenced Flight Attendant - Flight Attendant Training
AeroIasca
10.2020 - 06.2022
Politecnico Virgen De La Altagracia