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Airline Service Agent Complaint Resolutions Officer Gsc resume example with 3+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

Seasoned customer service specialist with background in providing advice on diverse customer situations.Results-oriented team player, with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Highlights
  • Conflict resolution techniques
  • Meticulous attention to detail
  • Client relations specialist
  • Persuasive
  • Focused on customer satisfaction
  • Talent development
  • Skilled multi-tasker
  • Training and development
Accomplishments
  • 17 letters of commendation from customers in a single year
  • Letter of customer satisfaction from other years
  • commendable reviews from several different companies at various levels of customer service
Experience
07/2010 to 11/2011 Airline Service Agent/ Complaint Resolutions Officer/GSC GAT | City, STATE,

Operated in multiple capacities as an agent. Trained for and operated ground equipment as well as ticketing and check in procedural functions. As a complaint resolutions officer, I was required to answer any complaint filed by a customer of discrimination, or failure of service to meet Disabilities act requirements within 24 hours of the initial complaint. As a Ground Securities Coordinator I was required to investigate and determine the out come of incidents involving illegal carriage or suspect items pertaining to customers traveling on the airline I was working for.

2006 to 01/2008 Complaint Resolution Officer/Train the Trainer/Ground Securities Coordinator Comair Inc | City, STATE,

As a customer service agent in this airline, I held many titles and many positions simultaneously. Working in this fast paced environment was invigorating and exciting. I learned techniques to manage my stress and discovered ways of interacting with customers that resulted in a high degree of satisfaction, even when delays and interruptions occurred.In addition to customer service excellence I:

Provided detailed monthly departmental reports and updates to senior management and governmental branches as necessary.

Generated and distributed daily reports to appropriate personnel, updating manuals, and maintaining training records with accuracy and expedience.

Provided a high level of product and leadership support to representatives, making myself available for all training opportunities and completing all available training at the earliest possible time without straining the staffing requirements.

Addressed negative customer feedback immediately.

Resolved customer questions, issues and complaints.

Developed rapport with the customer base by handling difficult issues with professionalism.

Effectively communicated with team members to maintain clearly defined expectations.

Education
Expected in 2015 Associate of Science | Business University of Maine at Augusta, Augusta, Maine GPA:

Coursework in Marketing, Business Management and Communications

Expected in 2015 Bachelor of Arts | Liberal Arts University of Maine at Augusta, Augusta, Maine GPA:

Magna Cum Laude Academic Achievement Award

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Resume Overview

School Attended

  • University of Maine at Augusta
  • University of Maine at Augusta

Job Titles Held:

  • Airline Service Agent/ Complaint Resolutions Officer/GSC
  • Complaint Resolution Officer/Train the Trainer/Ground Securities Coordinator

Degrees

  • Associate of Science
  • Bachelor of Arts

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