Customer Service Agent

SHAUNTAFERGUSON

Quincy, MA *****

857-***-**** - ad05rk@r.postjobfree.com

PROFESSIONAL SUMMARY

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. SKILLS

Software: JavaScript, CSS, Microsoft Service-Oriented Self-Starter Office, Web design and HTML Outstanding Communication Skills Certification(s): Office Essentials- Customer Relationship Management Business Applications (CRM)

Professional Skill: Time Management Documentation and Reporting Customer Service Microsoft Office Suite Proficiency Problem Resolution Information Verification Inbound Customer Service

WORK HISTORY

02/2022 to Current Customer Service Agent Delta Air Line As a Customer Service Agent, you will be central in demonstrating Delta's commitment to our customers by making their travel experience as smooth and pleasant as possible

At Delta, our brand is critical to our continued success As a Customer Service Agent, you play a key part in keeping our brand strong by demonstrating strict adherence to uniform compliance, maintaining professionalism, and exhibiting a positive attitude inside and outside of work. 05/2017 to 02/2022 Customer Service Agent Alaska airline Assist guests with travel needs (e.g., answering inquiries, ticketing, checking-in passengers, and boarding flights) in a fast-paced environment Sell tickets and ensure cabin accommodations

Perform computer, iPad and paperwork tasks

11/2016 to 08/2017 Security Front Desk

Northeast Security

Monitoring the cameras

Walking around the building doing tours

Fixed post: can't be away from the desk

01/2016 to 08/2016 Telephony Contractor on call

Boston Children's Hospital

Wiring and rewiring phones

Moving computers to a different location

Activating jacks

Reconnect and disconnect the computers

03/2012 to 02/2015 Senior Group Leader

Lynn YMCA

Curriculum: preparing for the whole week by planning homework help & fun activities

Bus Monitor: getting on the right bus & making it to the program on time Supervised 13 kids ages 6 to 8 per staff member

03/2012 to 08/2012 Assistant Group Leader

Saugus YMCA

Responsible for the supervision and management of a group of up to 13 children between the ages of 5 to 14

Set-up of activities and supplies on a daily basis Maintain daily attendance and accurate sign out, assist the Head Group Leader and

Site Coordinator to run daily activities, give snack, and offer homework help EDUCATION

01/2016 Informational Technology Training Year Up / Cambridge College - Boston, MA Year Up is a one-year career-development program comprised of college-level courses, professional training, and a six-month professional internship in Information Technology Earning 24 college credits towards a Bachelor of Science in Business Management in partnership with Cambridge College Enrolled in the Information Technology track to prepare for a Tier 1 technician or helpdesk role

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