Service Customer

SK

SHIRLEY KEYES

*********@*****.*** C: 850-***-**** Miami, FL 33190

Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any seĴing. Excited to begin new challenge with successful team. Follows procedures

Able to learn quickly

Global travel

Customer service specialist

Friendly

Calm under pressure

Flexible

Expert problem solver

Decisive

Active listening skills

Energetic and enthusiastic

Skilled mentor

Organized and efficien

Exceptional problem solving and conflict resolution skills.

Personable, offering 11 years experience in the travel industry.

Superb work ethic and desire to succeed

Promotes customer loyalty by establishing positive relationships with customers

CommiĴed to providing the highest quality service

Listens actively to questions and resolves issues and disputes tactfully and effectively

Operations leadership

Experience in leadership roles

Team leadership, training and development

Envoy Airlines Miami, Pensacola, FL

Lead Operations Agent

08/2018 - Current

Manage the operations during working hours.

Oversee that the operation agents perform to the best of their abilities and follow policy and procedures set in place for on time performance at a safe pace.

Work closely with Ramp and Passenger service Managers to make sure that loading, servicing, and boarding are done in a timely manner to get the flights out safely and on time.

Resolve issues if and when they arise making sure that it results in keeping our customers experience enjoyable and geĴing them to their destinations on a timely basis.

Working with SOC and IOC to make sure that the flights and aircraft are managed in a way to keep on time performance Proficient in Qik, Sabre, GET, Citrix, gate management, GSC, CRO, OSHA certified, Lead customer service agent and operations Supervise the work of ramp or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems. Implement corporate or departmental policies, procedures, and service standards in conjunction with management.

Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.

Summary

Skills

Experience

Current in GSC, CRO, LEC, EGOM, OSHA.

Envoy Airlines Miami, FL

Manager

04/2017 - 08/2018

Manage the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

Prepare and issue work schedules, deadlines, and duty assignments Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Implement corporate or departmental policies, procedures, and service standards in conjunction with management.

Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.

Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.

Envoy Airlines Grand Rapids, MI

Lead Station Agent/GSC

01/2015 - 04/2017

Supervise the work of ramp or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Implement corporate or departmental policies, procedures, and service standards in conjunction with management.

Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.

Train or instruct employees in job duties or company policies or arrange for training to be provided.

Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.

Interpret and communicate work procedures and company policies to staff.

Prepare and issue work schedules, deadlines, and duty assignments. Envoy Airlines Miami, FL

Passenger Service Agent

06/2014 - 12/2014

Organized and efficient, focused on creating a positive travel experience for all passengers.

Listens actively to questions and resolves issues and disputes tactfully and effectively.

Friendly Customer Service Agent skilled in communicating with people of diverse cultures while providing exceptional customer service. Rebooking of passengers Gate Agent working domestic and international, able to work different class of service offered on aircraft. Envoy Airlines Kalamazoo, MI

Customer Service Agent, Ticket Agent

07/2007 - 06/2014

Well-versed in all aspects of booking and ticketing Gate Agent able to handle rebooking, and oversold flights.

Cass City High School Cass City, MI

1985

Kellogg Community College BaĴle Creek, MI

Associates degree

Education and Training

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