Quentin M White

*** **** ****** ** ************, NC 27278 Email: abqq3m@r.postjobfree.com

Profile Information

Customer Service Professional with 15 years experience in communications and management. Ability to build strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity. Consistently recognized for great solving techniques and proven leader with the ability to deliver results in high pressure situations Team leader with a proven ability to train, supervise, motivate, and evaluate customer service representatives. Areas of expertise include maintaining positive customer relations, providing the highest possible standards of customer service and support. People oriented; enjoy working directly with customers and the general public. Self starter; can be depended on to complete a task under minimal supervision and understands and appreciated the importance of

a job well done. Enhance knowledge and skills through continuing education opportunities. Key areas of expertise include:

Briefing and Solving Techniques Increasing Customer Satisfaction Proficient in MS Word

Creating & Publishing Newsletters Hiring and Motivating Staff Solving Techniques

Interview/Interrogation techniques Knowledge of SOP’S Developing Training programs

Professional Experience

Delta Air Lines – 2600 W Terminal Blvd, Morrisville NC 27623 – 08/06 to 08/09

Customer Service Agent/Front Line Involvement Agent – “Skilled and qualified customer service representative offering a solid three-year background in the airline services industry.” Responsible for Ensuring distinctive customer service was delivered by demonstrating a high level of customer focus and sensitivity and exceeding quality and customer satisfaction while providing solutions to customers needs and in addition to answering any questions asked by customers and employees. Responsible for providing leadership to frontline work teams and the operation, overseeing and coordinating operational performance for management including, but not limited to, on-time departures (D-Zero), arriving flights, departing flights, safety, security, customer service delivery and ensuring all proper documents are in according to Delta Airlines and FAA regulations. Ensured that all company policies and procedures were followed and representation of Delta Airlines was handled with the up most professionalism while balancing multiple priorities for management within established time constraints. Created a corporate Newsletter for Delta which was published every month. Worked on the Front Line Involvement management team (FIT) that overseen the Merger polices of Delta Airlines and Northwest Airlines to ensure the merger went smoothly and gave current updates and briefing to all employees. Team Leader that coached, mentored, and educated employees to adapt to change. Very strategic in thought processes and decision making. Served as an operational liaison between Delta corporate management and station management and contracted business partners within our station. Provided team members with necessary training and helped in coordinating scheduling, operational improvements, manage conflicts and solve problems effectively. Outstanding communications, organization and very detailed oriented with multi tasking abilities. Experienced in complex research and transaction processes and knew how to deliver quality customer service and product information to customers, employees, and administrators, via phone, e-mail and written correspondence. Attended all corporate Management conferences, meetings, and conference calls to ensure station is above goal.

Key Achievements:

Received a outstanding award for great customer service and having above goal station quota numbers at

RDU airport in 2009 from Corporate Headquarters

Selected to be a Frontline Involvement Team member of the management team

Redesigned RDU lobby check in process to expedite service for customers

Created and Edited Newsletter for East Coast Region for Delta employees and corporate every month

Created and published a airline directory with phone numbers and all fees that was given through the system

Received several letters of Commendation of giving excellent customer service

Created a trainer manual for trainer at the local level

Implemented a "low complaint system”. Improved complaint resolution which improved customer service

Raleigh Wake 911 – 222 W Hargett St, Raleigh NC 27602 – 05/04 to 08/06

911 Telecommunicator- Answered emergency and non emergency calls for service to provide assistance as requested. Prioritized responses to incidents and managed field resources. Used a computer aided dispatch system with four monitors with interactive mapping capabilities where information from calls was entered to keep track of field units. Simultaneously used a computerized phone system, 800 Mhz radio system, monitored multiple radio channels, and answered 911 telephone calls for services during a twelve hour shift to oversee and dispatch one hundred to one hundred and fifty officers to different areas of the city and county and to keep track of each individual status of all personnel and request for service from citizens.

Key Achievements:

Received a Letter of Commendation in 2006 for help tracking a high jacking suspect, using an open cell phone line which tracked the suspect and lead to a major pursuit and the capture of the suspect.

Selected by supervisor to teach a Domestic Violence class to better employees knowledge in domestic violence

Received Certification for all DCI access (Division of Criminal Investigations)

Sports Endeavors/Eurosport – 431 US Highway 70A East Hillsborough, NC 27278 - 10/02 to 01/05

Customer Service Representative – Customer service agent that responded to inbound service calls in a fast paced, high-volume soccer call center. Built a rapport with customers and proposed different products and services based on their account history. Completed ongoing training to stay abreast of products, services, and policy changes. Demonstrated best judgment in the disbursement of adjustments and credits on orders when resolving customers’ problems or inquires. Possess effective communication skills to customers as they placed orders for soccer equipment, and worked well with others at all levels while delivering world class service. Provided effective and timely resolutions for customer’s orders and inquires. Ensured that all entries are entered correctly and to verify all customer information for shipping and security purposes.

Key Achievements:

Became a customer service representative from a service representative within one month of employment.

In 2000 became the 2nd top Customer Service Representative in selling optional services to customers.

Created a hotel directory with directions and created hotel direction flyers for customers.

Orange County 911 – 510 Meadowland Dr, Hillsborough NC 27278 – 08/00 to 10/06

911 Telecommunicator- Non-Sworn Criminal Justice Officer through the North Carolina Sheriffs and Standards that took emergency calls and non-emergency calls under stressful conditions in a twelve hour shift. Responsible for dispatching assistance when needed, trained telecommunicators, and created law enforcement directory files. Worked closely with all other telecommunicators to ensure excellent service was given to citizens, when assistance was required and dispatching sixty to one hundred officers to calls within the city and county. Operated a DCI (Division of Criminal Investigations) terminal that was responsible for entering and taking out stolen articles, vehicles, wanted persons, missing persons and background checks for law enforcement agencies that we are authorized to provide service for.

Key Achievements:

Became a Non-Sworn Criminal Justice Officer through NC Sheriffs Standards

Became a NENA member – NC National Emergency Number Association

Received Certification for all DCI access (Division of Criminal Investigations)

Platinum Motor Cars – 3600 S Wilmington St, Raleigh NC 27603 – 08/00 to 11/02

Assistant Finance Manager- Reviewed the customer’s credit application and credit report and discusses the available finance options to meet their needs with great ethical behavior and legal compliances. Prepared proper documentation, including the preparation of the loan documents, DMV paperwork and other legal forms required by state. Thought outside the box and closing more deals and secured present and future business to create more customers that created more profit. Utilized a menu to present available product options to the customer, counseling them based on what was cultivated during the initial customer interview, such as credit insurance, extended warranties, anti-theft devices and appearance protection kits. Responsible for disclosing aspects of the sale, finance charges, and interest rates to the customer. Handle customer inquiries, complaints, billing questions and payment extension/service requests.

Key Achievements:

Created Files and paper work for Company such as bill of sales, credit applications, and driver license checks

forms.

Budget Rent A Car/RDU Airport - 1000 Rental Car Drive Raleigh, NC 27623 – 11/99 to 12/01

Customer Service Representative – Professional rental sales agent that used company approved sales and service techniques when determining customer’s needs. Reviewed rental parameters with customers to ensure a complete understand of rates and service charges were understood with accuracy, detail, quality and excellent service. Prepared customers rental agreement folder with all required information after qualifying customers by the company rental requirement guidelines. Sold standard and extra optional services to customers to meet customer wants and needs, checked records, and obtained needed documents from renters in an efficient and professional manner. Responded to customer inquiries such as providing customers assistance with directions, maps, and local area information in a courteous and expeditious manner, and monitored fleet availability for reservations and walk-ups. Continuously answered phones in a professional manner to assist customers inquires and help. Assisted customers by effectively resolving all customer service issues. Coordinated and assisted customers within the queue to minimize any wait time and promote the most efficient service method as required. Maintained excellent customer satisfactions with a commitment to continuous improve in an ever-changing industry.

Key Achievements:

Recognized as #2 customer service representative” (out of 40 reps in the division) within two months of

employment. Ranking was based on accuracy, customer service, duration of calls and availability.

Received several awards for outstanding and above phone calls.

Became a customer service representative from a service representative within one month of employment.

In 2000 became the 2nd top Customer Service Representative in selling optional services to customers.

Created a hotel directory with directions and created hotel direction flyers for customers.

Ameriking Corp/Burger King – 364 S Churton St, Hillsborough NC 27278 – 12/95 to 08/00

General Manager – Promoted from cook to General Manager based on exemplary job performance and knowledge that oversaw the daily operations of the management team, customer relations, vendor relations, budgets, and inventory control of a multi-million dollar restaurant. Provided crew with work schedules and shift tasks, and purchasing of food, beverages and other products. Ensured all employees are performing their job responsibilities. Developed and executed the business plan for a million dollar restaurant. Controlled fiscal aspects of business operations, met financial goals, coordinated the restaurant daily operations; solve customer service issues and maintained compliances. Directed and provided coaching to employees on new products, company processes and policies. Coordinated cash control, security procedures, maintained inventory, managed labor and reviewed financial reports every month. Ensured that all OSHA and DHEC regulations were complied with (passed all county and state-mandated inspections). Reduced food waste cost. Motivated and directed team members to exceed customer expectations with fast, accurate, friendly service in clean surroundings. Directed the recruiting, interviewing, hiring, training, motivation and evaluation of crews and scheduled a full working staff of up to fifty-five employees. Processed all work from a weekly base such as payroll, and ordering for two restaurants as well as providing a strong sense of leadership. Supervised and assisted crew at all times to maintain high customer service standards through excellence in customers relations and through proactive community service efforts. Supervised the preventative maintenance and upkeep of equipment, facility, and grounds that ensured employees have a safe and clean workplace.

Key Achievements:

Became the youngest manger in the Ameriking Corporation

Trained Other mangers on how to be productive, gung ho and understanding

Received several awards for keeping the store monthly numbers above standards.

Created a new and improve work schedule that cut back overtime

Reduced employee turnover from 80% to 20% by conducting monthly meetings with employees and managers

Developed programs to motivate staff and improve employee morale by providing bonus incentives which

resulted in a increase in employee retention

Cedar Grove Daycare – 5800 NC Highway 86 N Hillsborough, NC 27278 - 07/94 to 08/97

Teacher Aide – Created a safe, comfortable, and fun atmosphere for children from 3 to 5 year olds. Taught self-help skills (feeding, dressing, toileting, and personal hygiene) that provided a good learning environment for the children. Demonstrated patience and understanding while managing some difficult children. Designed, developed, and implemented indoor and outdoor kindergarten activities and educational lessons. Arranged two daycare rooms to provide a full range of age-appropriate activities, to encourage children in advancing their social development. Created instructional materials and procedures consistent with individual learning needs and behaviors. Implemented new activities from reading resource books, children books and painting. Maintained children’s attention during group time by presenting material in a fun and exciting way. Fostered effective, ongoing communication with parents by proving verbal reports and wrote notes on children’s daily activities.

Key Achievements:

Learned how to create class room curriculums and assignments.

Learned how to sit down with parents and explain the progress of their children by giving them a monthly

report.

Education & Certification

High School- Diploma – 500 Orange High School Rd, Hillsborough NC 27278 – 1998

Associate’s Degree – Criminal Justice, Fort Lauderdale, Florida – Currently Working on degree

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