Customer Service Representative

Professional Summary

Skills

Experience

Education

Language

Natalie L Awa

808-***-**** ********@***.*** North Las Vegas, NV 89086 Dedicated Customer Service Representative with 23 years of experience in establishing excellent customer relations for public paratransit services. Dedicated to identifying customer needs and delivering effective solutions to all problems. Strong ability to multi-task and prioritize workloads with little to no supervision.

• Customer Service & Relations • Call Center Experience • Active Listening Knowledge of ADA & FTA Disability

Rights

• • Complaint resolution • Data Entry

• Appointment Scheduling • Computer Literacy • Multitasking Customer Service Representative February 2013 - November 2023 OAHU TRANSIT SERVICE -PARATRANSIT TheHandi-Van, Honolulu, HI

• Respond to and document all customer complaints to ensure customer satisfaction in a efficient and timely manner Handle all customer request for reasonable modification accommodations in accordance with ADA (American Disabilities Act) and FTA (Federal Transit Administration)

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Activate new accounts and assist customers with Interactive Voice Response telephone service and Estimated Van Arrival mobile applications

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• Maintained and updated customer profile for medical transportation and ADA disabilities

• Collaborated across departments to resolve customer-related issues with on time arrival service. Service Delivery – Reservationist, Scheduler & Dispatcher February 2001 - January 2013 OAHU TRANSIT SERVICE -PARATRANSIT TheHandi-Van, Honolulu, HI

• Answer a daily average of 75 inbound calls to book and schedule travel reservations

• Perform data entry tasks related to customer reservation request using company software

• Answer questions and assist customers with new locations using the internet

• Schedule customer trips using Trapeze Realtime Scheduling software to assure on time arrivals and departures

• Dispatch customer no-shows and same day trips with van operators and various subcontractors

• Prepare manifest, record no shows and same-day cancellations to various subcontractors. High School Diploma - Kalaheo High School, Kaneohe HI 96744 English Writing and Sentence Structure - Windward Community College, Kaneohe HI Fluent

English

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