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Customer Care Service

Location:
Alexandria, VA
Posted:
April 16, 2020

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Resume:

TRACY M. JACKSON

Mt. Rainier, MD ***** 703-***-**** adct38@r.postjobfree.com

CLIENT SERVICES CUSTOMER CARE & HOSPITALITY FLIGHT ATTENDANT A Veteran of the United States Army with over 12 years of proven experience. Accomplished measurable results while leading 10 team members in a dynamic fast-paced environment. Possess a comprehensive background in customer care and hospitality derived from conducting domestic and global operations in Southwest Asia. Managed risk upon multiple lines to safeguard assets, property, and equipment while exceeding the expectations of key stakeholders and international partners. Possess extensive knowledge in training and development programs. CRITICAL SKILL AREAS

Passenger Services

Client Engagement

Customer Care

Team Leadership

Training and Development

Quality Assurance/Control

Resource Management

Inventory Control

Regulatory Compliance

PROFESSIONAL EXPERIENCE

NFC Amenity Management – Ashbury Park, NJ January 2018 – Present Contract Partner/Driver Customer Care and Hospitality

Provides quality, friendly, safe and secure services for two luxury high rise condominiums; ensures client satisfaction through direct engagement and services provided Aveda Institute – Washington D.C. November 2016 – April 2017 Student Retail Advisor Training and Development/Client Services

Provided coaching and advisory support for active students in all aspects of product and service information to ensure consistency of training and knowledge acquired

Provided exemplary customer service and support; served as a primary point of contact for all incoming guest to ensure the upmost care and courtesy are extended

Maintained inventory of all products and goods; identified and annotated shortages and/or excess inventory to ensure items were adequately stocked or on order

Operated and maintained the POS (Point of Sale) systems; developed proficiency to maximize use and take advantage of full system capabilities, resulting in a consistent high level of productivity

Oversaw the completion of customer sales transaction; applied attentiveness to detail skill sets and ensured accuracy and completeness of all sales records

Applied conflict resolution best practices to resolve disputes between students and clients; provided a way forward and plans of action for future client engagement activities

Facilitated the scheduling of appointments and managed scheduling conflicts to satisfy customer requirements and accommodate customer’s special needs and requests G2 Secure Staff – Alexandria, VA November 2015 – May 2016 Passenger Service Representative Reagan National Airport

Provided customer service for commercial air travel; verified Passenger Boarding Passes and directed passengers to the correct boarding terminal

Ensured compliance with Federal Aviation Administration (FAA) regulatory guidelines; ensured passenger safety and adherence to established baggage requirements

Greeted and escorted distinguished persons to the lounge waiting area; recognized for being a model representative of customer service excellence

Identified deficiencies and gaps in customer care; helped resolve customer issues by sourcing subject matter expertise as required and contributing to collaborative problem solving

Guided arriving passengers to correct baggage claim areas for pick-up; provided additional resources for persons with physical limitations as required

TRACY M. JACKSON, PG. 2

United States Army – Colorado Springs, CO June 2007 – December 2013 Food Service Supervisor Global Contingency Support Operations

Served as the senior advocate to the department supervisor on all training, operational and personnel matters for a team of 10 employees

Provided Quality Assurance to ensure food items were prepared and delivered/served in compliance with prescribed health regulation standards

Provided training and training oversight for employees in all aspects of the POS system; lauded by senior leadership for professionalism and excellence

Oversaw the planning and execution of all administrative support activities for the team; ensured accurate tally of all customers utilizing the facility to effectively forecast the amount of food preparation necessary to avoid waste

Provided oversight for all cash/monies tendered; verified opening and closing cash count for the dining facility EDUCATION

Associate of Applied Health Science – Dental Assistant Westwood College 57 Credit Hours Completed OCCUPATIONAL TRAINING & EDUCATION

Military Police Basic Skills Course 2010

Emergency Medical Care Course 2008

Service Member Retention Course 2008

Food Service Operations Course 2007

Basic Leadership Development Course 2002

NOTABLE AWARDS & ACHIEVEMENTS

Army Commendation Medal (2nd award)

Joint Service Achievement Medal

Army Achievement Medal

TECHNICAL SKILLS

Software: Microsoft Office, SharePoint

Operating Systems: Mac OS / Microsoft Windows

DoD Systems: DTS, DTMS, FBCB2, PBUSE, SIPR/NIPRNet



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