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Customer Service Representative/Premium Services Representative Resume Example

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CUSTOMER SERVICE REPRESENTATIVE/PREMIUM SERVICES REPRESENTATIVE
Summary

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Innovative professional focused on maintaining high levels of accuracy as well as achieving customer service and sales goals. Proven ability to establish rapport with clients and exceed all sales goals.

Skills
  • Customer services
  • Customer support services
  • Delivered goods and services to customers on time and made sure items were in excellent condition.
  • Technical support services
  • Luxury guest services expertise
  • Crisis services coordination
  • Providing customer service
  • Customer service experience
  • Integration services
  • Outstanding customer service
  • Client services quality
  • Exceptional customer service
  • Banking and financial services background
  • Customer service management
  • Customer service specialist
  • Excellent customer service skills
  • VIP services
Experience
Customer Service Representative/Premium Services Representative | 09/2014 to CurrentUnited Airlines Inc. - Dulles, VA
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Answered 50+ inbound calls per day and directed to designated individuals or departments.
  • Reviewed account and service histories to identify trends and issues.
  • Educated customers on special pricing opportunities and company offerings.
  • Worked with managers to develop service improvement initiatives.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Upheld privacy and security requirements established by United Airlines regulatory agencies.
  • Answered customer questions and addressed concerns, resulting in 100% reduction in complaint calls.
  • Addressed 100 website inquiries per day, converting 100 into renewal customers.
  • Exceeded company productivity standards 100% on consistent basis, handling more than 98% of quota each day.
  • Trained 10 new employees each hiring season in procedures and policies in order to maximize team performance.
  • Set up and activated customer accounts.
  • Assisted approximately 50 customers each day with Premium Services questions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative | 08/2012 to 09/2017Airwiscon Airlines - Dulles, VA
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Managed accurate and adequate cash stock and inventory balances.
  • Maximized customer satisfaction by handling more than 50 customer email and telephone interactions each day.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Lead on- and off-site customer support teams across multiple time zones.
  • Improved productivity by providing CSR performance feedback for corrective action.
Store Manager | 05/2009 to 05/2012Melcolm Ghana Limited - Kumasi, Ashanti Region
  • Analyzed marketing information and translated into strategic plans for establishment.
  • Coached and empowered employees by creating and sharing motivational vision plans.
  • Prioritized sanitation, safety and health standards in work areas.
  • Maintained adequate temperature and humidity in stockrooms.
  • Oversaw inventory management to minimize waste.
  • Provided direction and instruction to associates on variety of tasks, including customer appreciations and satisfaction.
  • Enforced adherence to policies, standards and security protocols.
  • Contributed to merchandising ideas at team sales meetings.
  • Minimized financial discrepancies by accurately controlling monthly operations budget.
  • Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategies.
  • Hired and trained 20 employees to start new Melcom store in Abuakwa Ghana.
  • Increased profits 98% by restructuring store layouts, enabling more efficient inventory management, financial planning and sales performance metric analysis.
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Reorganized sales floor, changing product layout to optimize customer flow and improve product visibility.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Diminished total loss by 50% by implementing effective operational improvements.
  • Processed shipments and maintained stock shelf organization.
  • Shared product knowledge with customers and made personal recommendations, which boosted upselling and cross-selling.
  • Met budget targets by controlling expenses and eliminating wasteful behaviors.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Boosted sales by 98% by effectively cultivating customer rapport and delivering superior customer service.
  • Managed sales, reconciled cash and made bank deposits while performing store opening and closing duties.
  • Exceeded specific team goals and resolved issues by partnering with staff to share and implement customer service initiatives.
  • Created and delivered weekly schedule assignments to staff members in timely manner so all shifts received adequate coverage.
  • Maintained daily record of all transactions.
Education and Training
Northern Virginia Community College - - Annandale,VA | | Associate of ScienceScience Education, 03/2018
Garden City University College - - Kumasi Ghana West Africa | Bachelor of ScienceAccounting And Computer Science, 06/2012
Hobbies

I enjoy working-out in the gym.

Reference

Richard Bremini 571-353-8456

Supervisor( United Airlines)

Williams Amo 571-251-4756

Supervisor(Airwisconsin Airlines)

Dr. Bismarck Baffour +233244473974

Regional Manager(Melcom Ghana LTD)

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Resume Overview

Companies Worked For:

  • United Airlines Inc.
  • Airwiscon Airlines
  • Melcolm Ghana Limited

School Attended

  • Northern Virginia Community College
  • Garden City University College

Job Titles Held:

  • Customer Service Representative/Premium Services Representative
  • Customer Service Representative
  • Store Manager

Degrees

  • Northern Virginia Community College - Annandale , VA | Associate of Science
    Garden City University College - Kumasi Ghana West Africa | Bachelor of Science

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