Service Agent Administrative Assistant

JENNEFER SCHELFHOUT

Rolling Meadows, IL ***** • 847-***-**** • adxiga@r.postjobfree.com • WWW: Bold Profile Professional Summary

Hardworking and knowledgeable customer service professional committed to providing outstanding assistance. Knowledgeable with 25+ years of experience in the field. Good relationship-building and problem-solving abilities with a passion about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Skills

Decision Making and Complex Problem

Solving

Quality Assurance

Team Management and Supervision

Motivational Leadership

Handling Customer Complaints

Attention to Detail

Honesty and Integrity

Creative Thinking

Methodical and Organized

Reliable, Friendly and Relatable

Multitasking and Prioritization

Escalation Support

Courteous demeanor and calm under

pressure.

Customer Experience Improvement

Clerical Support

Microsoft Office and SABRE

Work History

Customer Care Supervisor, 09/2014 to 01/2022

Envoy Airlines – Chicago, IL

Envoy Airlines – O'Hare Airport Coordinates day to day station operations by leading and organizing activities of agents and leads to ensure a safe working environment and on-time dependability.

Provide guidance to my team on performance issues as well as coach and counsel. Maintain overall station compliance as well as compliance of personnel with administrative policies, procedures, safety rules and any company or government regulation. Investigate and resolve customer service issues, operation issues and disability complaints. Perform under stressful conditions at times while attempting to influence favorable impressions.

Maintain consistent attendance record while working rotating shifts and staying on during OSO days.

Strong organizational, decision-making and interpersonal skills along with the ability to adapt to changing needs of the operation.

Monitored security and maintained operational protocols. Early Childhood Instructor/Birthday Party Coordinator/Main Bartender, 02/2006 to 10/2014 Palatine Park District Birchwood Recreation Center – Palatine, IL Palatine Park District – Palatine, Il Taught a variety of tot classes including sports, parent and tot classes and preschool type programs.

Discuss any disciplinary behavior issues and come up with a dual plan of action. Continually provide exceptional service to customers by being friendly, knowledgeable and accommodating.

Effectively and calmly resolve situations with intoxicated guests. Anticipated needs and responded promptly to guests' requests to maximize satisfaction. Acting Supervisor/Lead Agent/Airport Passenger Service Agent, 06/1989 to 05/2002 American Airlines/American Eagle Airline – O'Hare Airport – Chicago, IL All duties mentioned in my most recent position at Envoy Airlines, in addition to: Worked at the front ticket counter issuing tickets and checking in luggage. Certified jetbridge instructor and new hire agent trainer/buddy. Tagged baggage and routed to appropriate location for loading and screening. Announced flight status updates and information about gate changes over PA system. Monitored security and performed operational protocols. Trained and motivated employees to provide exceptional passenger care and support. Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

Administrative Assistant, 11/1984 to 12/1989

Various – Palatine, IL

Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Scheduled office meetings and client appointments for staff teams. Sorted and distributed office mail and recorded incoming shipments for corporate records. Generated reports and typed letters in Word and prepared PowerPoint presentations. Education

Associate of Arts: 05/1989

William Rainey Harper College - Palatine, IL

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