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.
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.
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.
Coursework in Marketing, Business Management and Communications
Magna Cum Laude Academic Achievement Award
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