Mitra Paulman
Roedermark
Summary
Multilingual and service-oriented professional with over 20 years of international experience in customer service, airline operations, and administrative support. Proven ability to resolve complex issues, manage accounts and invoices, and deliver exceptional service in high-pressure environments. Known for reliability and proactive approach to meeting customer and organizational goals. Able to work equally well when left to own initiative or to act as a valuable team player.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
United Airlines
01.2012 - Current
- Processed international refunds via Rascal and BSP
- Liaised with travel agencies regarding ADM/ACM issues
- Supported internal sales and finance teams
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Revenue Accountant
Continental Airlines
01.2010 - 01.2012
- Managed refund processes, reconciliations, and cash receipts
- Handled customer disputes and invoicing
- Maintained strong relationships with external auditors, facilitating smooth communication during audit periods.
- Assisted in financial audits, providing accurate documentation for efficient review.
- Handled day-to-day accounting processes to drive financial accuracy.
Education
MS Office Certificate - Word, Excel, PowerPoint
Hartnack Akademie
Offenbach12.2009
Diploma - Travel and Tourism, British Airways Level 1 Exam
Bournemouth College of Further Education
Bournemouth07.1996
Abitur - High School Diploma equivalent
Gymnasium Goetheschule Kassel
Kassel06.1990
Skills
- Airline & Travel Industry Experience
- Customer Service & Complaint Resolution
- Booking
- Ticketing & Refund Processing
- Account Reconciliation & Invoicing
- Microsoft Office
- Strong Communication & Team Collaboration
- Training & Supervision of New Staff
- Active listening
- Call center operations
Languages
German
English
Hobbies and Interests
- Travel
- Reading
- Sports
Timeline
Customer Service Representative
United Airlines
01.2012 - Current
Revenue Accountant
Continental Airlines
01.2010 - 01.2012
MS Office Certificate - Word, Excel, PowerPoint
Hartnack Akademie
Diploma - Travel and Tourism, British Airways Level 1 Exam
Bournemouth College of Further Education
Abitur - High School Diploma equivalent
Gymnasium Goetheschule Kassel
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