Customer Service Representative
Resume:
Emily L. Bridges
College Park, Georgia 30349
SUMMARY
I have over 20 years in the customer service field. Ranging from person to person contact as well in a call center environment. My duties included, but were not limited to answering inbound calls from customers with billing, product and services, missed appointments or general inquiries about the company. Other attributes are professional attire, team player, detail oriented, reliable, excellent attendance, above average computer skills, extremely organized, great personality and demeanor and easy to train.
GLOBAL SERVICES
ADMINISTRATIVE PROFESSIONAL
07/2017- PRESENT
Order Background Checks and ID Badges for employees
Update NSLI employee’s information using Excel Spreadsheet
Send out New employee packets by UPS
Prepare ATP-CTP students folders for class room distribution
Fax, file, email, copy documents
DELTA GLOBAL SERVICES
RADIO OPERATOR
2/2017 – 6/2017
Provided quick and reliable communication with the pilots, dispatchers and maintenance personnel using Data Link, ARINC and SATCOM technology
Advised the Flight Crew of Air Notification Message regarding random drug testing
Received and transcribes non-emergency and emergency calls
NATIONWIDE HOSPITALITY
CREW ACCOMMODATIONS COORDINATOR
9/2016 – 1/2017
Practiced good judgement when selecting non-contracted hotels for pilots and flight attendants
Responsible for effectively maintaining the Hotel Queue in a timely manner
Interact with other departments when necessary to strategize quick resolutions
Act as a Liaison between hotel personnel and flight crew members when warranted
UNEMPLOYED 1/2016 – 9/2016
DELTA AIR LINES, INC
PILOT SCHEDULER
11/2009 – 1/2016
Monitored the FAR’s reports for any potential violations
Provided professional customer service for over 12,000 pilots
Determined the most cost effective route when assigning rotations
Consistently familiarized with changes of the PWA and FAA rules and regulations
ADMINISTRATIVE SUPPORT REPRESENTATIVE
07/2007 – 11/2009
Supported Pilots Schedulers in locating flight crew members for a no-show rotation
Booked and confirmed the cockpit jump seats for Delta’s Pilots and other authorized personnel
Prepared the daily Short Call Report for Flight Operations Management
1/2003 – 7/2007
Relevant Customer Service Experience with various companies/Call Centers
Resolved customer’s complaints and focused on customer retention
CREW ACCOMMODATIONS COORDINATOR
3/2000 - 1/2003
Arranged hotel and transportation accommodations for over 1,000 flight crew member’s monthly
Resolved accommodations complaints and reported them to the buyers for immediate resolution
Practiced cost conscious behaviors when using non contracted accommodation vendors
AIRPORT CUSTOMER SERVICE REPRESENTATIVE
6/1998 - 3/2000
Checked in domestic and international passengers and collected additional fees when warranted
Informed passengers every 10 to 15 minutes of flight changes due to IROP
Processed and explained baggage claims protocol for customers with delayed or damaged luggage
DELTA BAGGAGE SERVICE CALL CENTER
11/1997 - 6/1998
Received on an average over 70 incoming calls from passengers concerning delayed and damaged baggage inquires
Researched the World Tracking System to locate and reunite delayed luggage with the customer
Documented all conversations in customer file for future reference
ACCOLADES
Selected Employee of the month by peers
Nominated for the Chairman’s Club Award, Delta’s highest award
Numerous Above and Beyond Recognitions from colleagues and customers
EDUCATION
Diploma, Old Mill Senior High, Millersville, Maryland
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