Summary
Overview
Work History
Education
Skills
Timeline
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John Tonni

Arouca

Summary

Detail-oriented and performance-driven customer service specialist with 3+ years of experience in high-volume airline and telecom support environments. Proven ability to resolve complex issues, streamline processes, and coordinate with cross-functional teams. Currently seeking to transition into an Operations Specialist role at American Airlines to contribute operational insight, efficiency, and leadership to backend service workflows.

Overview

10
10
years of professional experience

Work History

Customer Service Specialist

American Airlines Ltd.
03.2022 - Current
  • Managed a high volume of calls daily from both corporate and personal clients, resolving diverse issues related to bookings, loyalty accounts, and flight disruptions.
  • Identify and report recurring service issues to management, contributing to workflow improvements and enhanced call center operations.
  • Collaborate cross-functionally with reservations, loyalty program partners, and escalation teams to ensure timely and accurate resolutions.
  • Consistently exceed performance metrics in adherence, first-contact resolution, and customer satisfaction.

Customer Service Expert

Bmobile (Cellular Planet)
11.2020 - 03.2022
  • Assisted up to 50 customers daily with device inquiries and service plans, helping boost monthly sales tier from Tier 1 to Tier 4 ($50,000+).
  • Handled POS transactions, processed up to 90+ sales per day, and balanced cash drawers with 100% accuracy.
  • Mentored junior staff, resulting in increased productivity and improved performance metrics.
  • Built a reputation for accuracy and prompt service delivery, helping improve overall branch service ratings.
  • Led team meetings to discuss ongoing challenges and develop innovative solutions for improved results.

Medical Assistant

Anaya Reflexology Health & Wellness Centre
01.2018 - 04.2020
  • Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Sanitized and organized treatment rooms to uphold health and safety standards.


Graphic Designer

Visionary Media House Ltd.
03.2015 - 11.2017
  • Designed marketing content including brochures, banners, and social media assets using Adobe Suite.
  • Maintained a 99% client satisfaction rate across 60+ active accounts.
  • Managed social media pages and provided design consultation to small business clients.

Education

Bachelor of Science - Business Administration and Management

SITAL College
Arouca, Trinidad And Tobago
07.2026

Certificate - Graphic Design

CTS College
Chaguanas
01.2024

Certificate - Audio Production & Sound Engineering

5Z1 Studio Productions
Port Of Spain
08-2016

CXC Passes - 5 Subjects

Fatima College
St James
06.2014

Skills

  • Process Improvement & Problem Solving
  • Airline Systems & Customer Support Tools
  • Microsoft Office Suite
  • Adobe Creative Suite
  • Strong Communication & Interpersonal Skills
  • Call Center Operations & Workflow Management
  • CRM & Ticketing Systems (Sabre)
  • Fast Learner, Reliable Team Player, Charismatic Energy

Timeline

Customer Service Specialist

American Airlines Ltd.
03.2022 - Current

Customer Service Expert

Bmobile (Cellular Planet)
11.2020 - 03.2022

Medical Assistant

Anaya Reflexology Health & Wellness Centre
01.2018 - 04.2020

Graphic Designer

Visionary Media House Ltd.
03.2015 - 11.2017

Bachelor of Science - Business Administration and Management

SITAL College

Certificate - Graphic Design

CTS College

Certificate - Audio Production & Sound Engineering

5Z1 Studio Productions

CXC Passes - 5 Subjects

Fatima College

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