Support Specialist Customer Service

Nia Stinson

Charlotte, NC 980-***-**** *************@*****.***

Objective

To obtain a position within the Financial Administration field that will give me a career opportunity to develop knowledge and skills in the Financial/Admin while concurrently bringing experience and knowledge that will benefit the organization. Seeking to achieve a professional position with a company that provides the ability to grow professionally and personally. Excellent communicator with strong interpersonal skills that will be beneficial to the company.

Education

HS DIPLOMA WEST CHARLOTTE HIGH CHARLOTTE, NC

Skills & Abilities

Knowledge and understanding of state, federal, and agency legal and regulatory compliance requirements

Ability to manage multiple projects simultaneously

Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment

Microsoft Excel spreadsheets experience importing, exporting, and manipulating data

Excellent verbal, written, and interpersonal communication skills, implementation, business operations or strategic planning

Intermediate Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills

Strong analytical skills with high attention to detail and accuracy

Experience

Customer Service Manager Prospect Air Services May 2022 - Present

Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being

Be a safety advocate: Look for safety concerns and address them as needed

Establish team and individual goals in support of departmental and company objectives, Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors

Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect, and dignity

Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner

Greeting customers when they enter the airport or arrive in the ticket area

Monitor the ticket counter area to ensure it follows safety policies and procedures

Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts)

Troubleshooting kiosk technology issues to identify the source of issues or errors

Verifying that customers’ carry-on baggage complies with FAA/American Airlines polices (e.g., size, quantity)

Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk)

Assisting customers with checked baggage processing (e.g., completing credit card transaction, self-tagging, verifying weight)

Queuing lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time)

Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)

Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies)

Performing clearance and verification of documents at kiosks

Assisting with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area

Assisting unaccompanied minors with boarding, deplaning, or other transportation and Providing customers with gate information and directions

Disaster Support Specialist American Red Cross Jan 2022 – May 2022

Provide 24-hour emergency response to local disasters, particularly house fires, ensuring that those affected have access to resources for necessities such as food, shelter and clothing.

Supporting the annual goals, RDO objectives, and regional/chapter plan for Disaster Action Team services through participation in meetings, projects, and local response activities.

Completes all required training and maintains current training standard as Disaster Action Team program requirements change.

Develop state and local response and pre- and post-disaster recovery plans, procedures, checklists, and guidance documents

Provide recovery programmatic assistance to clients and maintain currency of and compliance with applicable state and federal policies, procedures, and guidance documents relating to recovery

Provide response and recovery related training to state and local government clients

Develop Disaster Recovery Frameworks for clients, if needed to include job descriptions and job aids

Conduct needs assessment and gap analysis as it relates to response and recovery planning, the client’s emergency operations plan, and mitigation planning (where applicable)

Identify potential impacts / implications of policy changes to Federal/State/local programs and provide briefings as required

Conduct meetings and briefings with clients

Provide technical guidance and recommendations to management

Develop, maintain and implement plans and procedures associated with the effective and efficient delivery of a response and recovery program

Perform quality control review procedures over work performed by other Disaster Recovery Specialists and over client-provided documents as requested

Sr. Customer Success Analyst Amazon Nov 2019 – Dec 2021

Identify, action and/or provide advice on how to improve business input metrics that drive growth and improve end customer experience. Identify what is hindering growth, develop solutions, and test before scaling to benefit to impacted Sellers.

Reviewing Key Performance Indicators, bridging opportunities, and sharing recommendations to close gaps to goals with customer(s) in weekly call.

Educating a new contact at customer on, how to better leverage Amazon tools and systems.

Deep diving and resolving an item buy ability issue that was surfaced by customers/clients.

Following up with internal Amazon teams who you are dependent on to deliver tasks for customer(s).

Meeting with Retail Category Manager to understand Category strategy and discuss customer(s) role in their strategy.

Lead a meeting with customer and internal Amazon team members to educate them on a new Amazon Supply Chain program.

Analyze data and trends to identify, action and/or influence long term to maximize potential for your assigned portfolio of Sellers.

Act as a strategic and influential partner for the sellers. Proactively seek out new opportunities for customers and sellers. Create tailored solutions and recommendations were out of the box thinking is necessity. Present compelling value propositions using a strategic and consultative approach.

Lead business strategy development and design long term account plans, collaborating effectively with cross-functional teams and the Sellers finding joint areas of opportunity to drive customer success with Amazon.

Possess the ability to manage and deliver against complex account goals where strategy is not defined. Able to make tradeoffs between short term customer needs and longer-term strategic investment.

Implement and track metrics to record the success and quality of portfolio of sellers. Use these metrics to guide my work and uncover hidden areas of opportunity.

Contact this candidate