Customer Service Assistant

SHARONICA CLEVELAND

Maumelle, AR ***** *********.*********@*****.*** 501-***-****

SUMMARY

I am an experienced manager with a diverse background in search of a career oriented position with growth opportunities. My extensive work history has allowed me to cultivate excellent leadership, organization, communication, analytical and negotiation skills. I am great at multi-tasking and I have a professional phone demeanor. My customer service and people skills are outstanding. I am computer literate, a quick learner, and I adapt to new environments easily.

PROFESSIONAL EXPERIENCE

AMERICAN AIRLINES, Los Angeles, CA 2009 - 2014

Agent/Operational Coordinator/Customer Service Manager

I successfully performed various duties in the customer service department allowing me to move up the ranks from an entry level agent and earn a promotion to management. I managed a team of over 50 agents and oversaw the departure and arrival of over 100 flights daily. I handled disciplinary actions for my team and rewarded a job well done. I wrote delay reports, conducted observations, and handled customer complaints and compliments.

Provided quality service and achieved superior customer satisfaction

Ensured compliance with all operations, AA Safety, and FAA requirements

Provided team members with fair and equitable treatment

Ensured an effective operation

Assisted customers with ticketing and check-in

Assisted with all departure gate functions including meeting and dispatching aircraft

Responded to security and emergency situations

Keller Williams Realty, Burbank, CA 2008 - 2009

Assistant to Agent Anthony Esguerra

Answered phones, faxed, emailed correspondences, data entry and wrote letters

Handled bids & quotes, did general assistant work

Searched & qualified properties using online databases

Demographic & market research

Shell Vacations, Pasadena, CA 2008 - 2009

Marketing Representative

Greeted patrons at events and directed their attention to the Shell Vacations display

Invited them to stop by the booth and learn about Shell Vacation promotions

Answered initial questions about the promotions

Market One, Dallas, TX 2006 - 2008

Marketing Representative

Set up product display for the wine or spirit I was promoting

Gave out samples of the product

Answered questions about the product

Tracked customer response to the product

Submitted recap report of the promotion

FairPay Solutions, Addison, TX, 2006 - 2007

Negotiator

Followed up with provider to verify receipt of payment and verify adjustments made

Educated provider about bill review results

Negotiated settlements on accounts with outstanding insurance balances

Farmers Insurance, Plano, TX 2005 - 2006

Liability Claims Representative

Gathered information needed for liability investigation

Analyzed information and determined liability for auto and homeowner claims.

Conducted onsite scene investigations.

Met with claimants and policy holders to discuss claims and take photos.

Investigated, evaluated, negotiated, and settled bodily injury claims

GEICO Insurance, Dallas, TX 2003 - 2005

Telephone Claims Representative

Reviewed new losses and resolved coverage issues

Made initial contact with all interested parties

Gathered information needed to investigate the claim

Took recorded statements and obtained other information needed to resolve liability disputes

Prepared file for subrogation department

Resolved first party injury claims (PIP/Med Pay) and minor third party bodily injury claims

Regions Financial Corporation, Little Rock, AR Summers 1999 - 2002

Summer Banker/Intern

Ordered, organized, and managed necessary documentation for Regional Poultry Loan Reviews

Prepared Review templates utilized by Loan Review Officers

Provided Teller Services for retail customers

Performed office duties and special projects for Credit, Lending, Executive Management, Marketing, Community Development, Investment, Human Resources, Finance, and Trust departments

Assisted with Sales and Marketing needs

College of Wooster Office of Admissions, Wooster, OH 1999 - 2002

Office Assistant II

Personal Assistant to Assistant Director of Multi-Cultural Admissions and one other Admissions Counselor

Maintained office while counselors were out recruiting and assisted with administrative aspects of new student recruitment

Gave campus tours to prospective students, families, and other visitors of the college and hosted prospective students overnight

EDUCATION

Bachelor of Arts, Business Economics

College of Wooster, Wooster, OH

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