Entry Level Customer Service

Marcelline Walker-Horn

240-***-**** ************@*******.***

Objective

Outgoing, warm, and reliable professional seeking an entry-level position in the airline industry where I can utilize 20+ years of customer service and hospitality skills to best serve customers.

Skills & Abilities

Effective communication/conflict resolution

Microsoft Office - proficient

Adaptability

Strong collaborative skills

Self-motivation

Experience

Cabin Experience Agent (Seasonal) Delta Air Lines 6/22 – Present

Safely clean, sanitize, and provision aircraft cabin including all cabin seating areas, galleys, lavatories, crew rest areas, and cockpits.

Lift and carry cleaning equipment and cleaning supplies required for servicing aircraft.

Perform aircraft security inspections in accordance with current safety and security procedures and regulatory requirements.

Safely drive and operate ground equipment such as cargo vans, trucks, and high-lift trucks in areas of congestion.

Service aircraft lavatories in accordance with current safety procedures.

Repeatedly bend and lift to clean and/or search all required areas.

Operate electronic devices and computers to ensure aircraft are cleaned and searched pursuant to the required standards.

Practice safety-conscious behaviors in all operational processes and procedures.

Virtual Assistant – Independent Contractor Morgan and Company 6/20 – Present

Manage Calendar/book meetings with new and existing clients

Answering emails/phone calls

Schedule and manage appointments

Organize and maintain online company files, invoices and other digital documentation

Edit communications for accuracy, tone and grammar

Built up company database of past/current clients

Driver Uber/Lyft 2/17 – Present

Greet customer(s), verify destination address, and assist passengers with boarding as needed

Inspect vehicle for cleanliness after each fare to ensure customer comfort/satisfaction

Load/transfer luggage and/or packages upon arrival at the customer destination

Resolve issues affecting transportation operations to ensure customer safety

Medical Leave Resolved 7/14 – 10/16

Estate Property Manager Turner Associates, LLC 6/09 – 12/13

Managed /oversaw estate operations, maintenance, administration, and improvement of property

Planned, scheduled, and coordinated major repairs and/or remodeling

Devised and implemented policies and process improvements to maximize company resources

Human Resources Administrative Assistant NVR Mortgage 5/07-1/09

Processed, verified, and maintained personnel documentation (e.g., training, grievances, performance evaluations)

Trained/explained company personnel policies, benefits, and procedures to employees

Provided assistance in administering employee benefit and workers compensation programs

Examine employee files to answer inquiries and provide information as requested

Administrative Human Resources Assistant Friend’s and Company Employment Services

9/06 – 5/07

Monitored/managed contracted deliveries and tracked performance metrics

Noted the quality of items receivables and ensured compliance with contract requirements

Processed, verified, and maintained personnel documentation (e.g., training, grievances, performance evaluations)

Trained/explained company personnel policies, benefits, and procedures to employees

Provided assistance in administering employee benefit and workers compensation programs

Examine employee files to answer inquiries and provide information as requested

Receptionist Radio One, Inc. 1/05 – 5/06

Operated telephone switchboard to answer, screen, or forward calls, provide information, take messages, and/or schedule appointments

Greeted customers entering the station, determined nature/purpose of visit, and directed/escorted them to specific destinations

Utilized conflict resolution skills to hear/resolve customer complaints

Education

BA General Studies Morris Brown College August 2022

BA Interdisciplinary Studies Arizona State University, Online 3/01

Certificate Medical Billing and Coding Stanford Brown Institute 7/2012

AAS General Studies Prince George’s Community College 6/99

Reference:

Atlanta City Councilperson - Kecia Waites

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