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Skills

  • Receiving support
  • POS systems expert
  • Route dispatch
  • Diverse cultural sensitivity
  • Shipping procedures understanding
  • Emergency response coordination
  • Training development aptitude
  • CRM
  • Alternative flight arrangement expertise
  • Stocking and replenishing

Work Experiences

  • Contributed to $4 in annual store sales per three years.
  • Increased the team's revenue by over $9 in sales.
  • Collaborated with vendors to plan more than 13 daily pickups and weekly deliveries.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Provided clients with basic technical support for a variety of initiative company products.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Handled over 12 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.

Summaries

  • Customer service specialist with over 16 years of experience resolving account and service issues for Miscellaneous clients.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 13 years.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Under duress, personable and professional.
  • Salesforce expert with 17 years of experience in related roles.
  • Committed to providing world-class customer service while remaining professional.

Accomplishments

  • Managed VIP passenger boarding for Beacon Labs, ensuring elite members receive expedited service and a 52% satisfaction rate on feedback surveys.
  • Received ITIL for proficiency in airport security procedures, enhancing overall passenger and staff safety.
  • Supported immigration control processes by verifying passenger documentation against government regulations, leading to 16% compliance adherence.
  • Ensured adherence to TSA and FAA policies during ticketing and boarding operations, keeping operational integrity at 70% compliance.
  • Played a key role in reducing missed connections by flagging critical gate changes, cutting missed flight incidents by 56% within 18 months.
  • Contributed to the improvement of passenger service technology, reducing check-in times by 16% and improving operational flow at busy times.
  • Developed and implemented an emergency response protocol for flight incidents, reducing downtime by 85%.
  • Reduced the average ticket refund processing time by 6 months through automation and effective communication with finance teams.
  • Created training materials to help new agents become proficient in ticketing software, promoting a faster learning curve and reduced error rates.
  • Achieved a 66% success rate in responding to and solving passenger complaints related to flight delays and cancellations.

Affiliations

  • Society of Human Resource Management
  • Tau Sigma National Honor Society - for academic excellence in Portland
  • International Organization for Standardization (ISO) - Specialized in Airline Services
  • Worldwide Passenger Service Agent Professional Community
  • Toastmasters
  • Airport Services Association (ASA)
  • Certified Travel Associate (Membership through initiative)
  • Certified Salesforce Administrator (Through initiative)
  • Association of Flight Attendants (AFA)
  • American Customer Satisfaction Index (ACSI)

Certifications

  • Certified Airline Baggage Service Specialist Beacon Labs
  • Aviation Operations Control Certification Meridian
  • Certified Aviation Security Professional Summit Group
  • FAA Safety Management Systems (SMS) Awareness Certification 2019
  • Certified Professional in Customer Experience (CPXM) Brightline
  • Airport Incident Management Preparedness Certification 2024
  • SHRM Certified Professional (SHRM-CP)
  • Skytrax Airport Service Training Program Seattle
  • Foreign Language Proficiency Certification Spanish Beacon Labs
  • Cisco Certified Internetwork Expert (CCIE)

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