Customer Service Quality

MELISSA THOMPSON ***********@*******.***

**** ******* ******, ***** *** Atlanta, GA 404-***-****

GOAL

Incorporate strong customer relationship & problem resolution skills into a customer service career.

KEY STRENGTHS

Client Oriented Strong Communication Skills Team-Player

Attention to Detail Effective Problem – Solver Calm Demeanor

Upbeat & Positive Attitude Work well under pressure Exercises Good Judgment

Conscientious Quick Learner Professionalism

EDUCATION

University of South Carolina, Columbia, SC – Bachelor of Art in Art History (1998)

PROFESSIONAL HISTORY

ENDEAVOR AIRLINES, Atlanta, GA Flight Attendant 2008 – 2014

Ensure compliance with Federal Aviation Administration rules and regulations by clearly communicating and demonstrating

safety procedures to passengers.

Exercise diplomacy and professionalism to encourage difficult passengers to adhere to Corporate policies and when necessary

requesting removal from the aircraft to prevent escalation.

Trained to recognize and take action during emergency situations including aircraft evacuation, decompression, turbulence,

mechanical malfunction, & serious medical emergencies maximizing passenger safety during the flight.

Perform preflight, through-flight and post-flight inspections of aircraft emergency, cabin and galley equipment.

EARTHLINK, INC., Atlanta, GA Quality Specialist 2007

Evaluated and monitored the communications of off-shore call center representatives with customers, offering recommendations

to promote greater customer satisfaction.

Interviewed off-shore call center candidates paying special attention to verifying English language competency.

STARBUCKS, INC., Atlanta, GA Barrista 2007-2008

Served quality beverages, whole bean, and food products for all customers by adhering to all recipe and presentation standards.

Maintained a calm demeanor during periods of high volume or unusual events to keep store operating to standard.

Led quarterly training sessions which included assisting new partners in learning best practices, providing positive

reinforcement and giving respectful and encouraging coaching throughout the on-boarding process.

GEORGIA TELCO CREDIT UNION, Atlanta, GA ATM/Teledraft Representative 2002 –

2007

Analyzed and researched problems related to financial accounts identifying possible risks and made decisions based on findings

with minimal supervision.

Initiated investigative or corrective procedures including granting exceptions and waiving fees within authorized limits.

Interviewed and assisted members with ATM discrepancies and fraudulent account activity claims.

Obtained signed forgery affidavits and other supporting documents from fraud victims.

Contacted appropriate credit union personnel to initiate account adjustments and other corrective actions.

Remained alert to situations and patterns of activity which indicate possible account fraud or abuse by reviewing account

history and fraud information updates.

Answered multiple phone lines

COMPUTER PROFICIENCY

MS Word MS Excel MS PowerPoint MS Outlook

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