Experience

Dolphin Dynamics Limited

• United Kingdom
• Software Development
• 1 - 100 Employee

• Customer Support Specialist

  • Nov 2016 - Present



Telent Technology Services Ltd

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Service Desk Analyst

  • Jan 2016 - Nov 2016

  In my previous position as a Service Desk Analyst for Telent Technology Services Limited, I was responsible for providing detailed technical support to a wide variety of customers via telephone or email consultations. I manage the Help Desk phone system and email account to triage all incoming service requests, ensuring prompt service and proactive problem resolution. I serve as a liaison between our customers and the technology department and usher all service requests through the entire process from initial point of contact through to final resolution, working closely with the customer to guarantee a positive experience.



United Airlines

• United States
• Airlines and Aviation
• 700 & Above Employee

• Customer Service Team Lead

  • Jun 2014 - Oct 2015

  In my position as the Customer Service Team Lead for United Airlines at Heathrow Airport, I was responsible for providing oversight and direction to the airport terminal staff. I oversaw all aspects of staff training and development to ensure that proper gate security procedures were followed and all operations were conducted in compliance with DOT and FAA regulations. Additionally, I collaborated with key functions across the entire airport such as Station Control Centre, Ramp Operations, In-Flight Catering, and Airline Security to properly resource the aircraft and prepare for on-time departures. In the event of a non-routine schedule change such as a flight delay, cancelation, over-sold flight, or missed connection, I worked with all airport personnel and customers alike to create win-win solutions and mitigate customer dissatisfaction.

• Senior Passenger Service Agent

  • Feb 2008 - Jun 2014

  I joined the United Airlines team in the winter of 2008 as a Passenger Service Agent. In this role, I managed the passenger check-in process, ensured carryon baggage adhered to airline regulations, coordinated passenger boarding and deplaning procedures, and communicated with passengers regarding flight changes. Additionally, I served as an information source for passengers, answering all inquiries, addressing complaints, and providing information and directions. In the spring of 2010, I was promoted to the role of Senior Passenger Service Agent. In this new positon, I maintained all my previous responsibilities and took on additional managerial duties for the entire department. I worked out detailed staff schedules to ensure the department was properly staffed to accommodate all in-coming and out-going flights. Additionally, I worked closely with the pilot and co-pilot prior to any flight departure to check and double check all required flight documentation and paperwork.