Customer Service Representative Resume Example Delta Airlines

CUSTOMER SERVICE REPRESENTATIVE

Professional Summary

Knowledgeable and dedicated customer service professional with 15 years extensive experience in professional well-versed in building productive relationships . Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader with proven problem solving and conflict resolution skills.

Work History

Delta Airlines- Customer Service Representative
Boston, MA04/2018 - Current

Offered advice and assistance to customers, paying attention to special needs or wants.
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Engaged clients in person and over phone to answer questions and address complaints.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Informed customers of product, price and policy changes to educate on issues and resolve concerns.
Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Coordinated customer service responses for high-value customers with complex issues as leading representative.
Cultivated customer loyalty, promoted repeat customers and improved sales.
Collected customer feedback and made process changes to exceed customer satisfaction goals 25%.

Delta Airlines- Conflicts Resolution Officer
Boston, MA04/2018 - Current

Resolved problems with angry customers, improved operations and provided exceptional client support.
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Handled 30 calls per hour to address customer inquiries and concerns.
Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Diagnosed and repaired computer hardware and network systems.
Investigated and corrected or escalated project problems.
Enforced alignment of project strategy with business objectives and made modifications to promote efficient project completion.

Smart Energy Drink- Human Resources Generalist
New York, NY09/2016 - 07/2018

Offered fair and equitable compensation by comparing current salaries with market pay.
Developed innovative new-employee orientation programs, including safety training.
Delivered team member services and customized employee programs focused on optimizing labor relations and communications.
Led special training courses such as yearly sexual harassment seminars.
Developed strategies to increase employee satisfaction and reduce turnover.
Met with staff to resolve difficult situations related to performance and conflict management.
Spearheaded talent acquisition, playing instrumental role in building and retaining high-caliber teams.
Launched studies for implementation of organizational design to improve alignment between components of organization and its overall organizational framework.
Improved operational processes resulting in productivity increase of 65% in HR department.

Diamond Travel Consult- Travel Manager
Accra, Ghana02/2005 - 01/2016

Prepared necessary travel documentation for national and international trips to diverse locations.
Contributed to development and implementation of travel booking processes, procedures and systems to reduce costs by 60%.
Planned marketing initiatives and leveraged referral network to promote business development.
Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Reduced costs 45% through client and distributor price negotiations.
Created and implemented new business opportunities by utilizing strategic networking strategies.
Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
Executed local, regional and national marketing and branding initiatives to drive sales within existing and prospective accounts.
Enhanced success of advertising strategies by boosting engagement through social media and other digital marketing approaches.
Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
Raised brand awareness through consistent marketing efforts and product campaign launches.
Defined and achieved project and overall organizational vision, strategies and tactics, including handling PR campaign which raised $450000.

Accomplishments

Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Tapped by a local high school to offer a presentation to students on sales vocations on its annual Career Day, which was so popular that it was included every year afterwards.
Resolved product issue through consumer testing.
Assisted in opening up 5 branch offices

Affiliations

Network Professional Association of Engineers
IATA / UFTAA
National Notary Association

Skills

Complaint resolution
Product and service knowledge
Price Negotiation
Call center experience
Customer Relations
Relationship Building
Sales expertise
Spin Selling

Snap Selling
Consultative Selling
Data analysis skills
Network development
Cross-Selling
Systems and software programs
Warehouse Logistics
Report preparation

Education

Massachusetts Institute Of TechnologyCambridge, MAExpected in 05/2021Associate of Arts: Digital Marketing Analytics

National Association Of Pharmaceutical WashingtonAssociate of Science: Pharmaceutical Marketing And Management

Network Professional Training SchoolWorcester, MAAssociate of Arts: Computer Engineering Technology

Goram School of AviationAccra,GhanaAssociate of Arts: Tourism And Travel Management / IATA

Graduated summa cum laude

Kwame Nkrumah University of Science And TechnologyKumasi,GhanaBachelor of Arts: Tourism And Travel Services Marketing Operations

Resume Overview

Companies Worked For:

Delta Airlines
Smart Energy Drink
Diamond Travel Consult

School Attended

Massachusetts Institute Of Technology
National Association Of Pharmaceutical
Network Professional Training School
Goram School of Aviation
Kwame Nkrumah University of Science And Technology

Job Titles Held:

Customer Service Representative
Conflicts Resolution Officer
Human Resources Generalist
Travel Manager

Degrees

Associate of Arts : Digital Marketing Analytics
Associate of Science : Pharmaceutical Marketing And Management
Associate of Arts : Computer Engineering Technology
Associate of Arts : Tourism And Travel Management / IATA
Bachelor of Arts : Tourism And Travel Services Marketing Operations

Customer Service Representative Resume Example

Resume Score: 80%

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