Customer Service Representative

• Nov 2020 - Present

Customer Solutions Specialist

• May 2019 - Oct 2020

Using existing procedures to solve routine or standard customer inquiries; receiving instruction, guidance and direction from others as needed. Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer (CRM application is the primary tool). Proficient in Microsoft Word, Microsoft Excel, Outlook & SharePoint. Maintain quality scores and call center metrics. Inform customers of promotions and new or upgraded products. Explain product options and related charges clearly and concisely. Maintain a high level of first call resolution and quality assurance. Show less

• Mar 2016 - Apr 2019

Controlling and coordinating flight operations for International flights to maintain the integrity of the time table and minimize the impact of disruptions.Liaising with internal and external stakeholders including the airport center, gate teams and flight deck crew.Planning and overseeing the arrival and departure process of the aircraft. Analyzing air cargo documentation to identify and resolve any discrepancies. To deliver reporting of schedule data and performance to ensure accurate and timely data is available to aid business decisions.Contributed to the development of operational plans for payload (aircraft availability &Capability), airports & resources that deliver required schedule performance.Provided accurate weight and balance of an aircraft, performance and fuel requirements. Show less

• Apr 2012 - Mar 2016

Technically competent with extensive experience of travel booking systems including Sabre, Aero, Amadeus and Carina.Timely and accurate provision of required updates and information of any changes, offering suitable alternatives.Built and maintained internal and external relationships and provided advice and support to facilitate the delivery of products and services.Resolved the challenges that occur during flight disrupts & assisted with arrivals and departures.Maintained a professional positive approach when dealing with distressed customers. Supported special assistance passengers (wheelchair service or unaccompanied minors) during arrivals and departures.Actively ensured the safety and security of all customers, assets, systems and procedures.Ensured compliance with safe operating practices, company policies and all regulations. Show less

• May 2010 - Apr 2012

• Jun 2007 - May 2010

Lead Swimming Instructor, Fitness Instructor, Receptionist, Lifeguard

• Jun 2003 - Jun 2007