Shannon El-Amin

757-***-**** adtnt9@r.postjobfree.com Rome, GA 30165

SUMMARY

Hardworking and knowledgeable Customer Service Agent well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in the Airline industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.

SKILLS

Information Updates

Credit card payment processing

Problem-solving abilities

Promotional support

Conflict mediation

High-energy attitude

Adaptive team player

Customer relations

System implementation

CRM Software

Problem Resolution

Inbound Customer Service

Needs Assessment

File Management

Report creation

Project management abilities

Report generation

Inbound and Outbound Calling

Materials transport

Courteous demeanor

Route management

Office equipment proficiency

EXPERIENCE

Customer Service Agent, Southwest Airlines, January 2001-August 2021 Raleigh, NC

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.

Documented customer correspondence in CRM to track requests, problems and solutions. Asked probing questions to determine service needs and accurately input information into electronic systems.

Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.

Investigated and solved routine and complex customer issues to earn repeat business. Helped clients navigate online systems within established frameworks to obtain services. Suggested suitable options for unavailable products and services to retain customers. Returned customer calls in established turnaround time to meet company objectives. Implemented additional services to maintain exceptional client service ratings. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Leveraged reference tools and conducted trainings to improve customer service. Educated customers on special pricing opportunities and company offerings. Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Fielded customer complaints and queries, fast-tracking them for problem resolution. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Upheld quality control policies and procedures to increase customer satisfaction. Consulted with customers to resolve service and billing issues. Processed documentation and troubleshot discrepancies to build client rapport. Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Made outbound calls to obtain account information. Analyzed customer activity to promote safe and secure environment. Explained benefits, features and recommendations to maximize client retention. Answered inbound calls, chats and emails to facilitate customer service. Upsold products and services to address customer needs and maximize sales. Set up and activated customer accounts.

Reviewed account and service histories to identify trends and resolve issues. Answered customer questions and addressed concerns resulting in reduction in customer complaints.

Upheld privacy and security requirements for customer information. Created and implemented process improvements to maximize efficiency. Exceeded company productivity standards on consistent basis. Organized client contracts, records, reports and agendas to strengthen traceability. Rolled out operational improvements and solutions to deliver top-notch customer service. Hostess/Bartender, Longshoreman Hall, September 1997-March 1999 Norfolk, VA

Escorted guests to seating area, furnished menus and highlighted daily specials. Greeted customers, answered questions, and recommended specials to increase profits. Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.

Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware. Developed long-term relationships with customers to increase opportunities for repeat business.

Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele.

Cleaned and restocked counter areas, replenished cash drawer, and checked server supplies to facilitate operations.

Stayed attentive to server availability and table turnover to seat guests quickly. Communicated with servers about new tables, changes in food availability and customer comments.

Resolved customer service and food-related issues to maintain guest satisfaction. Arranged place settings with clean tablecloths, napkins, and tableware to prepare for incoming guests.

Checked dining and serving areas to verify proper cleanliness and readiness for guests. Supervised activities of dining room staff to maintain service levels and support guest needs. Managed daily card and cash transactions, maintaining payment records and investigating discrepancies.

Engaged pleasantly with patrons and delivered information on beverage specials to encourage positive dining experience.

Set up and decorated menu marketing boards with current meal and drink specials. Utilized POS system to total meal costs and add taxes for final bill calculation. Administrator/Front Desk Receptionist, Brown Realty Services, February 1995-January 1996 Stone Mountain, GA

Handled payment processing and provided customers with receipts and proper bills and change.

Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.

Received incoming calls and coordinated with staff to fulfill customer requests. Signed for packages, recorded deliveries, and distributed to personnel. Maintained important files, running reports and delivering updates on occupancy and revenue.

Input customer data into reservation systems and updated to reflect room changes. Processed memos, client correspondence, travel vouchers and other documents, routing to appropriate personnel as necessary.

Scheduled and confirmed appointments.

Answered and directed incoming calls using multi-line telephone system. Answered phone calls, provided information to callers and connected callers to appropriate people.

Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.

Answered office phone and emails to schedule appointments, answer questions, and document information.

Managed customer complaints and rectified issues to complete satisfaction. Maintained daily calendars, set appointments with clients and planned daily office events. Pulled and organized requested documentation.

Greeted visitors and verified reasons for visit and appointment information. Sorted incoming mail and directed to correct personnel each day. Maintained front office cleanliness and organized supplies to increase productivity. Determined needs of visitors and provided information or solutions. Oversaw office inventory by restocking supplies and submitting purchase orders. Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.

Provided administrative support to coworkers, taking on additional tasks during high-volume periods.

Prepared shipping packages by printing packing labels and verifying orders. Managed office duties and basic administrative tasks, organized and cleaned work space, ordered materials and answered phone calls.

Worked with office manager to attain operational goals. Telemarketing Sales Representative, Tidewater Temp, May 1993-March 1994 Virginia Beach, VA

Responded to prospects' questions with persuasive communication skills and in-depth knowledge of available products and services.

Handled inbound telephone calls from interested customers. Presented information about membership details and purchase advantages. Dialed past and prospective client phone calls to update on newest products and services, inquiring as to current and future needs and setting appointments to pursue opportunities. Broke down objections using friendly, persuasive strategies. Worked well with automatic computer dialing and proprietary software to manage daily call loads.

Contacted private individuals or businesses by telephone to solicit sales. Set up new accounts and listed personal, demographic and payment information in system. Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

Helped team meet rolling sales goals by maintaining proficiency in company systems, scripts and procedures.

Took messages and transferred calls for telemarketing team. EDUCATION AND TRAINING

GED

Norfolk State University, Norfolk VA January 1989

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