Customer Service Specialist

• Oct 2022 - Present

Customer Service Representative

• Jul 2021 - Oct 2022

Marketplace and Fulfillment Support Specialist

• Sep 2019 - Feb 2020

Senior Support Specialist

• May 2017 - Feb 2020

•Managed Salesforce database exceeding above average rating with established SLA's via email, phone, and live chat •Spearheaded operational efficiencies in customer support processes which improved office productivity by 30% •Managed Key Performance Indicator (KPI) tracking and coordinate with Operations team on driving improvement actions •Trained new team members on document procedures and policies to ensure the successful expansion of future customer support operations. Working… Show more •Managed Salesforce database exceeding above average rating with established SLA's via email, phone, and live chat •Spearheaded operational efficiencies in customer support processes which improved office productivity by 30% •Managed Key Performance Indicator (KPI) tracking and coordinate with Operations team on driving improvement actions •Trained new team members on document procedures and policies to ensure the successful expansion of future customer support operations. Working knowledge of Privacy, HIPAA, and Release of Information laws

Customer Care Coordinator

• Apr 2015 - May 2017

•Supports the accounting department daily by reconciling brokers' invoices, verifying claims status, and reporting credit issues, reducing 40% in loss •Effectively communicate via email and/or telephone calls with consignee and accounting department to resolve issues with flight charges, damaged or lost freight and storage fees •Ensure 100% compliance with all operations, AA safety, FAA, and other governmental requirements while providing excellent customer service

Passenger - Greeter

• Apr 2014 - May 2016

•Assist domestic and international passengers through arrival, departure and check-in processes, passengers included, special needs unaccompanied minors, celebrities, and VIP’s

Executive Assistant

• Jan 2008 - Jul 2013

•Effectively provide administrative support for 12 senior executives, managed calendars, schedules, coordinate activities, travel and speaking engagements for the Union President •Accurately process payments for membership dues, publications, meeting registrations and strike funds and payroll using Quickbooks •Maintain human resources-related employee files reflecting salary increases, deductions, garnishments, benefits, payroll exceptions union dues, W-2 withholdings, lockbox, and… Show more •Effectively provide administrative support for 12 senior executives, managed calendars, schedules, coordinate activities, travel and speaking engagements for the Union President •Accurately process payments for membership dues, publications, meeting registrations and strike funds and payroll using Quickbooks •Maintain human resources-related employee files reflecting salary increases, deductions, garnishments, benefits, payroll exceptions union dues, W-2 withholdings, lockbox, and quarterly federal and state taxes Show less •Effectively provide administrative support for 12 senior executives, managed calendars, schedules, coordinate activities, travel and speaking engagements for the Union President •Accurately process payments for membership dues, publications, meeting registrations and strike funds and payroll using Quickbooks •Maintain human resources-related employee files reflecting salary increases, deductions, garnishments, benefits, payroll exceptions union dues, W-2 withholdings, lockbox, and… Show more •Effectively provide administrative support for 12 senior executives, managed calendars, schedules, coordinate activities, travel and speaking engagements for the Union President •Accurately process payments for membership dues, publications, meeting registrations and strike funds and payroll using Quickbooks •Maintain human resources-related employee files reflecting salary increases, deductions, garnishments, benefits, payroll exceptions union dues, W-2 withholdings, lockbox, and quarterly federal and state taxes Show less