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

Experienced Customer Service professional bringing 10 years of quality performance in related roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Resourcefully driven to exceed customer expectations and maximize satisfaction. Bringing 10 years of experience in dynamic roles, with success in both autonomous, team, and leadership contexts. Highly skilled in conflict resolution and diplomatic communication.

Skills
  • Written communication skills
  • Team leadership
  • FAA regulations knowledge
  • Mediation and conflict resolution
  • Safety management
  • Computer proficient
  • Data entry
  • Airline regulations
  • Airline operations
  • Airline policies
  • Superior organization skills
  • Team management
  • Research ability
  • Dependable and reliable
  • Promotional support
Work History
04/2019 to Current Customer Service Supervisor Public Consulting Group | Denver, CO,
  • Provide leadership to Ground Operations employees with focus on Customer Care
  • Assure all agents receive prompt up-to-date training
  • Mentor 15 junior agents to achieve their potential as leaders within company
  • Resolve disability-related issues that have escalated beyond initial interaction with airline personnel
  • Ensure all security procedures are industriously followed
  • Allocate duties and activities of personnel, routinely inspect employee's equipment, appearance,and work methods
  • Perform soft skill audits regularly to assess performance
  • Accurately and fairly review work performance of Customer Service Agents while ensuring their aptitude, attitude, and attendance meet company standards
  • Notify airport response personnel to be ready when emergency situations presented
  • Resolve customer requests, questions and complaints by analyzing individual situations and determining best use of resources
  • Provide passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats
  • Identify, analyze, resolve and report hazards and procedural issues affecting or potentially affecting safe and timely outcomes
  • Employ effective time management when dealing with coordination and accountability around personnel and security assets
  • Manage departments, roles, and training courses setup and maintenance for document control systems
    Communicated instructions to pilots through clear delivery and enunciation
05/2018 to Current Cross Utilized Agent Unifi | Charlottesville, VA,
  • Greeted over 300 passengers, verified tickets and directed passengers to assigned seats daily
  • Maintained firm yet positive attitude when dealing with distressed passengers, working to provide information about connecting flights, calm fears and provide a secure environment
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees
  • Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources
  • Coordinated with ramp agents to successfully store, remove and transport customer baggage
  • Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats
  • Verify identification and travel documents to efficiently board passengers for on-time departure
01/2008 to 01/2010 Customer Service Representative Matthews International | Fontana, CA,
  • Responsible for performing loss draft and property damage requirements including processing checks, processing documents, ordering and reviewing inspections, working loss drafts queues, and evaluating exceptions
  • Possessed strong verbal and written communication skills to respond to questions and requests from clients, staff, borrowers, contractors, adjusters, and agents quickly and accurately
  • Handle inbound calls from our customers by researching and resolving loan level inquiries in hazard insurance, mortgage banking, and property loss
  • Quickly and effectively solved customer challenges
  • Maintained quality control records and constantly sought new ways to improve customer service
  • Responded to written and verbal customer requests, inquiries, and complaints in a timely and professional manner
  • Comprehension of all processes involving Mortgage Insurance Tracking and property claims
  • Managed the loss claim from the point of reporting through completion of the repairs
  • Documented all activity that concerned the claims and draws were issued for the repairs as needed
  • Took the initiative to truly understand customers current challenges, solve them, empathize and proactively used expertise to help avoid future complications
  • Responsible for performing loss draft and property damage requirements including processing checks, processing documents, ordering and reviewing inspections, working loss drafts queues, and evaluating exceptions
01/2003 to 01/2005 Relay Associate AT&T Georgia Relay | City, STATE,
  • Relayed telephone calls between Deaf, Hard of Hearing, speech impaired consumers (TTY users) and Hearing consumers through the telephone network
  • Received calls via CRT or similar device from Speech/Hearing Impaired Users (Telecommunications Device for the deaf or TDD users)
  • Accepted and placed local and long-distance relay calls for consumers
  • Followed the designated method of billing instructions and enter billing information into the system
  • Translated electronic messages to voice messages and voice messages to electronic messages
  • Translated sentence structures and language patterns from American Sign Language (ASL) to English and English to ASL to guarantee the correct message relayed
  • Conveyed the caller's actual feelings and emotions and relayed contents of the call as accurately as possible without intervening in the conversation
  • Maintained strict consumer confidentiality
Education
Expected in 2011 Bachelor of Science | Criminal Justice & Psychology Troy University, Troy, AL, GPA:

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Resume Overview

School Attended

  • Troy University

Job Titles Held:

  • Customer Service Supervisor
  • Cross Utilized Agent
  • Customer Service Representative
  • Relay Associate

Degrees

  • Bachelor of Science

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