Representative Call Customer Service

Naomi Elam

**** ******* ****, *********, ** ***** ● 770-***-**** ● **********@*****.*** Key Skills:

• Communication - Deals with internal and external customers at all levels via telephone and email, to ensure successful communication via actively listening and probing questions.

• Problem solving - Resolves in-depth complex issues pertaining to airline ticketing and export cargo independently and with internal and external business partners to find appropriate resolutions, efficiencies and high level of quality.

• Team Player - Enjoys sharing knowledge and encouraging development of others to achieve specific team goals.

• Systems knowledge – Experience working with airline software systems (Web Pearl, Cargoal, Air France Pelican, Air France Visual, SITA Telex, Web Vision) June 8, 2020 - Present Virgin Atlantic

Atlantic Cargo Advisor

• Creates international cargo bookings, track and trace shipments, using Virgin's Voyager System

• Track/trace and create cargo booking from USA - International Destinations

• Prepares airline and US Customs documentation on shipments using Voyager

• Determine/Provide correct tariffs to when booking cargo shipments

• Assist Account Managers with cargo shipments domestically and internationally (U.K., parts of Europe, and Africa)

• Book and Track animal cargo

• Handle Trace/Code Red escalations concerning mishandled cargo October 12, 2015 – March 19, 2020 Delta Global Staffing (December 31, 2018 AllSource Staffing purchased majority of Delta Global Staffing)

Cargo Customer Service Representative

• Assists in import and export cargo office

• Prepares airline and US Customs documentation on shipments using WebVision

• Provides customer service to airline customers and airline clients

• Research various country and carrier regulations in the IATA TACT reference regarding live animal shipments

• Quote, book domestic and international live animal shipments

• Subject Matter Expert for Delta Cargo's Fallen Soldier Program

• Handle Trace/Code Red escalations concerning mishandled cargo

//Secureworks/Confidential - Limited External Distribution September 2014 - October 7, 2015 Delta Global Staffing Distribution Agent

• Ensured flight attendant candidates while in training are fitted for the uniforms that are to be worn after successfully graduating from seven (71/2) weeks of training.

• Handled returns and exchanges, retrieving uniform boxes from the uniform vending, communicates with the candidates regarding mandatory pieces that are ordered.

• Audited the order form for each candidate and shipping the originals to the vendor while keeping a copy on hand for any changes and verification.

June 2014 - August 2014 Sodexo Magic, Atlanta Hartsfield-Jackson Int'l Airport, Atlanta, Ga Supervisor

• Supervised club attendants and bartenders in Delta Air Lines Sky Clubs within the Atlanta Airport.

• Maintained inventory of food and drink items for each Sky Club

• Provided Customer Service to Delta's Elite Flyers January 2014-February 2014 Delta Global Staffing, Atlanta, GA Cargo Customer Service Agent

• Answered incoming telephone calls from customers relating to international cargo shipments.

• Issuing manifests and CCA’s at customers’ request.

• Corresponding with customers via emails and letters regarding irregularities of cargo shipments.

• Creating tickets whenever there were any irregularities in reference to cargo shipments using the customers’ air waybills.

• Experience using Unisys, Mosaik Network System, Nouvelle, Tracemaker, and EasySales (Lufthansa Cargo).

August 2006-January 2013 Delta Global Staffing, Atlanta, GA Cargo Customer Service Specialist

• Coordinated the documentation required by international freights standards for exit of goods to other countries

• Validated and verified pricing to ensure tariff schedule code applies to shipments.

• Coordinate bookings and ensure customer is provided with excellent service throughout the export process.

• Managed large cargo accounts in order to ensure their shipments are sent in a timely manner

• Audited bill of lading documentation for quality assurance

• Resolved complex problems resulting in export cargo shipments

• Tracked and trace export shipments within a call center environment 2004-2006 South African Airways, Atlanta, GA

Part-Time Customer Service Agent

• Handled all aspects of ticketing and checking in of Customers by operating a computerized point-of- sale system, boarding, baggage service and reservations.

• Handled all cash and credit card transactions in the purchase/refunds of tickets

• Handled complex issues in a timely manner including over sales, delayed or cancelled flights, and any issued revolving around lost/damaged luggage

//Secureworks/Confidential - Limited External Distribution

• Filed US Customs and Immigrations Forms for international customers

• Coordinated with third party vendors for catering and cleaning services concerning the South African Airways aircraft

EDUCATION

Bachelor of Science in Business Education, Morris Brown College, Atlanta, GA

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