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Customer Service Representative Resume Example

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CUSTOMER SERVICE REPRESENTATIVE
Professional Summary

Hardworking Customer Service Representative with 15 years of experience working in solving clients complaints. Trained in project and time management with extensive knowledge of sales techniques and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Confident and knowledgeable of multimedia systems, data storage and encryption devices. Dedicated technology professional accurately conducting system repairs and troubleshooting.

Work History
Delta Airlines- Customer Service Representative
Boston, MA04/2018 - Current
  • Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
  • Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
  • Cleaned airplanes between flights, sanitized lavatories and seat trays as per company specifications.
  • Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
  • Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
  • Connected electrical power unit and hoses to aircraft.
  • Loaded and unloaded all cargo, including luggage and freight, and assisted crew and travelers with bags for over 200 daily flights.
  • Positioned and towed aircraft from remote locations of airport to designated areas for operation.
  • Organized records of vehicles, schedules and completed orders.
Smart Energy Drink- Human Resources Generalist
New York, NY09/2016 - 07/2018
  • Collaborated with review boards on management of discrimination complaints to facilitate risk mitigation.
  • Developed innovative new-employee orientation programs, including safety training.
  • Conducted confidential investigations of discrimination, harassment and workplace violence.
  • Delivered team member services and customized employee programs focused on optimizing labor relations and communications.
  • Developed strategies to increase employee satisfaction and reduce turnover.
  • Met with staff to resolve difficult situations related to performance and conflict management.
  • Conducted job analysis and job evaluations, resulting in quality job specifications.
Diamond Travel Consult- Travel Manager
Accra, Ghana02/2005 - 01/2016
  • Managed 5 business accounts with strong focus on achieving high levels of client praises and loyalty.
  • Handled all aspects of client complaints by maintaining quality communications and establishing productive relationships.
  • 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%.
  • 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.
  • Enhanced success of advertising strategies by boosting engagement through social media and other digital marketing approaches
  • Defined and achieved project and overall organizational vision, strategies and tactics, including handling PR campaign which raised $450000.
Accomplishments
  • CCNA Internship Training at NPTC Datacenter Routing Catalyst Switching.
  • Installed and configured various Cisco switches (3850,3750,3650) and Cisco routers (4431,2900,2800 series) in a fast pace environment.
  • Upgraded and recovery of Cisco IOS Images.
  • Perform password recovery on Cisco IOS routers/switches
  • Stacking and configuring 3850 switches
  • Replacing dead switches and APs
  • Using Remedy ticketing systems to resolve issues
  • Creating of new Vlan on core switches 6509 and access switches
  • Understanding of Network protocols- MPLS,QOS,EIGRP,BGP,OSPF,HSRP,GLBP,GLBP,VRRP,ACL,NAT,Static Routing, VLAN,STP

Wireless

  • Installing new Access point and configuring it on Cisco WLC
  • Creating new SSID

Monitoring and Enterprise Technologies

  • Use Spectrum and solar winds to monitor routers and switches
Affiliations
  • Network Professional Association of Engineers
  • IATA / UFTAA
  • National Notary Association
Skills
  • Sales and Marketing
  • File and records management
  • Data analysis skills
  • Network development
  • Customer Complaint Resolution
  • Cross-Selling
  • Systems and software programs
  • Report preparation
  • Component installation
  • Root Cause Analysis
  • Multitasking abilities
  • Written Communication
  • Maintenance & Repair
  • Troubleshooting
  • Flexible & Adaptable
  • Professional telephone demeanor
Education
Massachusetts Institute Of TechnologyCambridge, MAExpected in 04/2021Associate of Science: Digital Marketing Analytics
Network Professional Training SchoolWorcester, MA07/2020Associate of Arts: Computer Engineering Technology
Goram School Of AviationAccra,Ghana03/2010Associate of Arts: Tourism And Travel Management / IATA
  • Graduated summa cum laude
Kwame Nkrumah University Of Science And TechnologyKumasi,Ghana04/2005Bachelor of Arts: Tourism And Travel Services Marketing Operations
Certifications
  • Cisco Certified Network Professional : CCNP- Pending
  • Cisco Certified Network Associate : CCNA
  • Certified Network Professional Engineer : CNPE
  • Certified Data Center Administrator: CDCA
  • Computia Network
  • Cisco ID NO: CSC013586576
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Resume Overview

Companies Worked For:

  • Delta Airlines
  • Smart Energy Drink
  • Diamond Travel Consult

School Attended

  • Massachusetts Institute Of Technology
  • Network Professional Training School
  • Goram School Of Aviation
  • Kwame Nkrumah University Of Science And Technology

Job Titles Held:

  • Customer Service Representative
  • Human Resources Generalist
  • Travel Manager

Degrees

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

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