Customer Service Representative

LaNee' Herndon

*** **** ****** **** * Tracy, Ca *5376

Phone 209-***-**** * Email:ablawc@r.postjobfree.com

OBJECTIVE

Looking for a career in the Customer Relations/Account Services industry.

SUMMARY OF QUALIFICATIONS

Alaska Airlines Oakland, CA

Customer Service Representative: (40+hrs per wk) 08/2004 - 03/2010

- Delivered great customer service to passengers with travel needs

such as solving passengers ticketing problems, sold items such as

travel tickets, boxes, and dog cages and or containers, processed

other special charges as needed (unaccompanied minors, passengers

traveling with approved oxygen tanks and more), helped passengers

checking-in and with boarding flights in a fast-paced environment.

- Very experienced in the use of a PC and navigating through

application systems, general office admin work

- Evaluate and prepare flights by arranging seat assignments and load,

coordinate special meals, and upgrades

- Perform boarding and gate duties, such as checking flight tickets,

assisting and directing passengers, making announcements, checking

aircraft, and confirming cabin security

- Execute very strong multi tasking skills while offering effective

oral and written communication skills to ensure complete customer

satisfaction; very well experienced in 10key, data entry and

bookkeeping.

Baggage Service Claims Agent: 5/2005-03/2010

-Always made sure to first sympathize with the passenger whom has had

their luggage lost on the fault of the Alaska Airlines

-Documented all and every correspondence that had taken place with

myself and ever passenger that reported and filed a lost luggage claim

-Made sure to always collaborate with other baggage agents as to which

claims were outstanding; and which claims were closed due to lost

luggage being found

-Administered refunds for lost items that were approved by management

up to $1500.00 depending on circumstances, (i.e. Weddings, business

meetings etc.)

Customer Service Trainer: (40+ hrs per wk) 04/2006-10/2008

-Emphasized on the professional development of all customer service

staff, operation agents, and aircraft mechanics (when applicable)

-Developed and implemented programs to improve performance and

efficiency for 40 plus customer service agents and to make sure all

Federal Aviation Administration (FAA) and Department of Transportation

(DOT) rules and regulations were followed

-Conducted training classes with 3-10 persons in attendance

-Prioritize training schedules based on mandatory training and agents

needs

-Always remained a team player by joining the ticket counter, baggage

office and gate area agents when needed

Laidlaw Transportation Stockton/Richmond, CA

School Bus Driver: (25-50hrs per wk) 03/2002 - 08/2004

-Report any bus malfunctions or needed repairs.

-Comply with traffic regulations in order to operate vehicles in a

safe and courteous manner.

-Follow safety rules as students are boarding and exiting buses, and

as they cross streets near bus stops.

-Pick up and drop off students at regularly scheduled neighborhood

locations, following strict time schedules.

Blue Shield of California Lodi, CA

Customer Service/Benefit Representative: (40 hrs per wk) 07/2000 - 01/2002

-Handled new callers/customers calling in to find health a plan that

best worked for them and/or their family

-Illustrated my ability to make sure that the covered member

understood their medical benefits; (i.e. deductibles, office visit co-

pays, out-of-pocket expenses) before the call ended by creating mock

scenarios and using that to explain to the caller what was a covered

and not a covered benefit.

- Processed medical claims that were pending for payment to private

practitioners and/or Hospitals

Education

Andon College Stockton, CA

-Certification for Rehabilitation Therapy Aide 1998-1999

Oakland Technical High School Oakland, Ca 1994-1996

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