Montgomery Street, San Francisco, CA94105(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 CurrentCustomer Service SupervisorPublic 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 CurrentCross Utilized AgentUnifi | 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 01/2010Customer Service RepresentativeMatthews 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 01/2005Relay AssociateAT&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 2011Bachelor of Science | Criminal Justice & PsychologyTroy University, Troy, AL, GPA:
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