Passionate about providing exceptional external and internal customer service. With excellent communication skills, time management skills and creative problem solving, I can help drive business results. I am able to work with a team or independently as I have worked remote for many years. After more then 28 years in customer service industry I have led the way for others to become great in the service industry through training others, lead support as well as a leadership role worker as manager on duty. I am a quick learner, detail oriented and always looking for a new challenge or project. I know what excellent quality service is and can help organizations deliver it.
Skills
Strong analytical skills.
Exceptional research and organization.
Excels in creative problem solving.
Effective listening skills and clear communication.
Shows empathy, compassion and patience.
Professionalism and tenacity.
Capable of assuming greater leadership role.
Work effectively with minimal supervision.
Desire to learn and teach.
Quality Management
Operations Management
Staff Management
Project planning
Work History
REMOTE AIRLINE CUSTOMER SERVICE REPRESENTATIVE, 05/1994 to 08/2022 UNITED AIRLINES – City, STATE,
RELIEF SUPERVISOR
Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Managed and led front line employees handling reservations to achieve performance objectives through call monitoring, coaching, training and recognition.
Evaluated performance and adherence against metrics and implemented appropriate development plans.
Administered company and department policies.
Report all details of meetings or issues to leadership.
Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Monitored workflow to improve employee time management and increase productivity.
Defined operational metrics to evaluate efficiency of processes and procedures.
Evaluated employee performance and coached and trained to improve weak areas.
Maintained compliance with company policies, objectives and communication goals.
SERVICE LEAD
Provided support to customer service agents worldwide to ensure accurate information was provided to callers.
Provided primary customer support to internal and external customers.
Facilitated inter-departmental communication of new procedures, policies and goals to provide customer support.
Provided coaching and training to team members on best ways to relate to customers needs.
Assisted team members to resolve customer issues.
Resolved escalated customer issues and provided immediate resolutions by implementing strategies to ensure customer satisfaction.
Provided technical guidance, information and advice to customer service agents.
Delivered world-class customer service while providing effective and timely resolution of customer inquiries.
RELIEF OPERATIONS
Monitor operation system in office of incoming calls and hold times.
Monitoring break times, off phone times for agents for all office departments routing calls to available idle agents in appropriate departments to alleviate hold times.
Follow directive from headquarters on availability to approve time off for employees and constant updates on system requirements.
Authorize shift adjustments for employees based on operational needs if they can take vacation time, leave early or approve personal time.
Updating all office employees any system updates, outages, emergencies or announcements through email.
GROUP DEPARTMENT
Group Travel/Sports/Entertainment/Meetings contracts
Organized contracts for domestic and international groups of 10 to 300+ passengers. Worked with wholesale, direct deals and travel agents.
Negotiated pricing, collecting deposits, ticket changes, re-protect during irregular operations, and booking partner airline.
International government travel requirements, visa's, passports and any medical vaccinations required.
Queue work, emails, arranged special services with airport operations for group travel.
Sports
Handled all travel management for professional and NCAA teams.
Entertainment Production
Offered special pricing and services for talent and crew.
Organized meet and greet airport services.
Arranged coordination of media baggage, inflight catering and special seating.
Meeting Product
Organized customers using out discount program to travel to conventions, corporate meetings and conferences.
DISABILITIES DEPARTMENT
Collected all travel details to assist medical professionals and individuals with special travel needs.
Expert knowledge on airline policies and procedures for passengers traveling with disabilities.
Completed any medical requests such as portable oxygen, on-board oxygen, assistive devices, wheelchair requests, etc..
Provided airport information, details for different organizations that can assist with disabilities inside and outside of airport. (Such as TSA assistance or companies that offer car service).
Handled all service animals bookings, advising all required documents for travel and any related questions.
Followed up with emails to passenger requests and call backs.
CRO Certified Customer Resolution Official
Expert knowledge of Disability laws (Department of Transportation's Code of Federal Regulations Part 382).
Reconfirmed to pilots their authority on disabilities and law (e.g. passenger may be denied boarding due to safety concerns).
Authority and responsibility to resolve complaints, disagreements or violations relating to the DOT Part 382.
Mediator between customer and company representative.
Filed complaints for customer regarding the violation.
Ensured station personnel understood service procedures for assisting customers with disabilities.
GLOBAL SERVICES DEPARTMENT
Provided an elevated level of service for VIP Corporate travel members. Exclusive invitation-only elite status program for top 1% of high revenue customers.
Expert knowledge of policies, procedures, products and amenities. One stop access point for all reservations.
Frequent flyer mileage and revenue bookings around the world.
PASS PLUS DEPARTMENT
Managed multiple prepaid travel programs for corporate and individuals. Investment levels determined benefits and discounts of contracts.
1K DEPARTMENT
Provided excellent sales and service worldwide for elite status frequent flyer members. Including star alliance partner airlines.
INTERNATIONAL AND DOMESTIC RESERVATIONS
Handle incoming phone calls from customers that include booking global itineraries and answering inquiries.
Informed passengers of essential travel information, medical and visa requirements.
Provided assistance to customers navigating online information.
AIRLINE TICKET AGENT , 09/1993 to 05/1994 SIGNATURE FLIGHT SUPPORT – City, STATE,
DEPARTURES
Greeted passengers at airport ticket counter for departures and verifying all documents for international and domestic flights.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
Tagged baggage at front counter, checked baggage at gate and loaded onto ramp. Assigned seat assignments.
Followed guidelines for any Hazmat when accepting airfreight.
Worked independently in gate area making boarding announcements and status updates.
Assisted with disabled passengers or those in need of extra assistance to board aircraft.
When needed assisted with ramp duties.
ARRIVALS
Connect/disconnected Jetway/stairs as necessary.
Domestic arrivals greeted passengers in jet way, assisted those in need.
International arrivals directed passengers through to immigration, assisted those in need.
Waited for all passengers to clear immigration and customs.
When not granted entry into USA, arranged passengers return flights.
Inspected unclaimed baggage with customs and logged into baggage system.
Education
: Computer Technology, Expected in Baker College - Allen Park, MI, GPA:
Multiple Certificates: Leadership And Coaching, Expected in 02/2018 Online - Online, GPA:
Completed professional development in Leadership and Coaching.
Topics covered included amongst others, Lean Process and Six Sigma , Virtual Team Building, Leadership and Influence and much more.
Study Abroad: Adelaide, Australia
Professional Diploma: Nutritional Therapy, Expected in 08/2017 Health Science's Academy Ltd - Online, GPA:
Also received Diploma in Sports Nutrition Feb 2018
Study Abroad: Adelaide, Australia
Accomplishments
Earned highest marks for customer satisfaction for multiple years, company-wide.
Earned multiple rewards for call performance and adhering to schedules.
Promoted to a relief supervisor on as needed basis for teams of around 30. Team size varied based on schedules.
Promoted to a lead agent working to assist multiple departments worldwide.
Promoted to a relief operation on as needed basis.
Supervisor implemented my idea of offering monthly health tips to the teams.
Project manager of in office events as well as volunteer events such as the bear distribution.
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