Customer Service Specialist
Resume:
Janet Riad
Customer Service Specialist
Email: *******@****.***
Address: **** *********** ******, ************, ** 37128
Phone Number: 615-***-****
Summary:
Dedicated and highly motivated Customer Service Specialist with a passion for delivering exceptional service. Seeking an opportunity to apply my skills and achieve my goals in the aviation industry or any other field. Proven track record in providing excellent customer service, handling check-ins, boarding, baggage, and resolving flight-related issues, including overbooked flights.
Experience:
Saks Fifth Avenue
03/2021 to Present.
Customer Service Specialist
Handled incoming calls from Customer, responding to inquiries, resolving problems, and correcting.
Orders
Actively engage with customers through various channels, including phone, email, and live chat.
Effectively handle customer inquiries, complaints, and requests, ensuring prompt and accurate resolutions.
Provide product knowledge and recommendations to customers, promoting customer satisfaction and loyalty.
Utilize CRM software to document customer interactions and update relevant information.
Collaborate with the sales team to identify upselling opportunities and contribute to revenue growth.
Maintain a high level of professionalism, empathy, and patience in all customer interactions.
Process or update client adjustments to their orders and transactions: contract/payment inquiries, change or update account settings, and assist with questions and orders via phone, email, fax, and traditional mail.
Recognized as “#1 Customer Service Rep” (out of 10 reps in division) in 2022. Ranking was based on customer satisfaction, speed of resolution and availability.
Co-developed on-the-job training program that reduced training time from eight weeks to five.
Contributed to an 25% sales increase in 2023 by improving lead-generation and sales-tracking methods.
Frontier Airlines
03/2017 to 03/2021
Key Responsibilities:
Managed a team of customer service specialists, providing guidance, coaching, and performance evaluations.
Implemented customer service initiatives to improve the overall passenger experience, including self-service kiosks and online check-in systems.
Handled escalated customer issues and complaints, demonstrating effective problem-solving skills and maintaining customer satisfaction.
Developed and delivered customer service training programs, ensuring consistent service standards across the airline.
Collaborated with other departments, such as flight operations and maintenance, to address customer concerns and improve operational efficiency.
Provided personalized customer service at the ticket counter and gate, assisting passengers with check-in, rebooking, and resolving flight disruptions.
Handled customer inquiries and complaints through various channels, including phone, email, and social media, ensuring prompt and satisfactory resolutions.
TransAmerica Business Services
03/2015 to 01/2017
Nashville, TN
Customer Service Representative,
Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).
Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.
Helped company attain the highest customer service ratings (as determined by external auditors)—earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
Demonstrated excellent customer service while serving customers.
Managed cash and credit drawers.
Worked as a cashier and smoothie maker.
C.L.S for Imports and Exports
10/2004 to 11/2013 Cairo, Egypt
Customer Service Representative,
Key Responsibilities:
Provided exceptional customer service to clients involved in international trade, assisting with inquiries related to imports and exports.
Managed communication channels (phone, email, and online platforms) to address client concerns, provide shipment updates, and resolve issues.
Coordinated with logistics partners, customs brokers, and freight forwarders to ensure smooth import and export processes.
Assisted clients with documentation requirements, such as preparing commercial invoices, bills of lading, and customs clearance forms.
Collaborated with the sales team to identify cross-selling and upselling opportunities for additional import and export services.
Conducted regular performance reviews and provided feedback to the customer service team to improve service quality and productivity.
Collaborated with cross-functional teams, including operations, sales, and finance, to streamline processes and optimize customer experience.
Education:
Bachelor’s degree in law - Ain Shams University, Cairo, Egypt (2003).
Studying Criminal Justice at NSCC University.
Member of the National Society of Leadership and Success.
Skills:
Possesses strong organizational and interpersonal skills.
Highly organized with strong time management skills and the ability to multi-task
Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.
Intermediate computer skills with MS Office experience to be proficient.
Excellent verbal and written communication skills to deliver and interpret information exchange most concisely.
Excellent organizational skills-arranges information in a useful manner.
Natural curiosity and proven ability to learn new skills quickly.
Excellent interpersonal skills and ability to transform negative interactions into positive ones.
Contact this candidate