Livecareer-Resume
Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary

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 AIRLINESCity, 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 SUPPORTCity, 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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Resume Overview

School Attended

  • Baker College
  • Online
  • Health Science's Academy Ltd

Job Titles Held:

  • REMOTE AIRLINE CUSTOMER SERVICE REPRESENTATIVE
  • AIRLINE TICKET AGENT

Degrees

  • Some College (No Degree)
  • Multiple Certificates
  • Professional Diploma

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