Customer Service Control Room
Resume:
EXPERIENCE
PASSENGER/CUSTOMER SERVICE REPARESENTATIVE, SIGNATURE AVIATION, ST. PETE/CLEARWATER, FLORIDA
AUGUST 2022 - PRESENT
Perform aa an FBO concierge. Engage customers to find amiable and appropriate solutions to transportation issues and conflicts. Establish and cultivate relationships with travel partners, providing clients with smooth ticketing processes. Disseminate tasks to line crew. Independently and proactively anticipate customer needs/requests, perform open job tasks, and immediately speak up and/or point out observed safety concerns to all stakeholders. Ability to handle stressful situations and high-profile clientele with poise, effectiveness, confidentiality, and professionalism and always with a sense of cultural awareness and sensitivity. Ability to prioritize and perform multiple tasks simultaneously. Ability to lift light to moderately heavy items from the floor and into an aircraft and vice versa. Dispatch tasks to Line crew. Confirm all carry-on and checked items meets federal guidelines. Assist customers in lifting and handling luggage during check-in and boarding processes. Provide exceptional customer service to passengers. Escort handicap passengers from terminal to aircraft. Monitor security and maintain operational protocols established by the FAA. Some components of this position are performed outside on the airport ramp.
ASSISTANT CONTROL ROOM MANAGER, AECOM INC., ORLANDO, FLORIDA
OCTOBER 2021 – JULY 2023
Assistant Manager of Turnpike Traffic Management Dispatch Control Room Operations. Coordinated with department Manager in different operational issues and promotional activities. Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer. Developed a training program to improve knowledge of safety protocols and procedures for 35 employees. Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow. Handled problematic customers and clients to maintain excellent customer service. Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits. Scheduled staff to accommodate at 24/7/365-day dispatch operation.
DOCUMENT MANAGEMENT ANALYST (WORK FROM HOME), CITI FINANCIAL SERVICES, TAMPA, FLORIDA
AUGUST 2018 – OCTOBER 2021
Responsible in leading relationship management among various Citi systems including global Legal, IT, and RISK management teams. Responsible for research and reviewing changes and modifications on documentation and communicating them to the team. Monitor project performance and utilized strong time management skills during the digitization of over 15,000 documents. Interpret business needs and translate them into an application and operational requirements.
EDUCATION
MASTER OF SCIENCE IN AVIATION/AIRWAY MANAGEMENT AND OPERATIONS
EVERGLADES UNIVERSITY, TAMPA FLORIDA
2019 - 2020
4.0 GPA
MASTER OF BUSINESS ADMINISTRATION IN BUSINESS MANAGEMENT
STRAYER UNIVERSITY, CORAL SPRINGS FLORIDA
2015 - 2016
KEY SKILLS AND CHARACTERISTICS
Strong interpersonal & communication skills • MS Office Suite • WPM: 45 • Ability to work collaboratively as part of a team • Problem Solving • Leadership • Meticulous attention to detail • Excellent Organizational skills • Poised under pressure
RENEE DANIELS
CUSTOMER SERVICE REPRESENTATIVE
PROFILE
Customer-driven service support representative with dynamic administrative and organizational skills. With a proven 30+ years’ work history. Hardworking and flexible job seeker with a strong eagerness to secure a work from home customer service position. Highly effective in diffusing irate client situations. Known for best-in-class exceptional customer service satisfaction and top-notch professionalism.
CONTACT
*********@*****.***
linkedin.com/in/renee-daniels-mba
Tampa, Florida 33637
ACTIVITIES AND INTERESTS
COOKING AND BAKING • CROCHET • CRAFTS • WORKING • WRITING • TRAVEL
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