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ALEEMA RANJITSINGH

**B Fourth Street, Barataria, Trinidad 868-***-**** adxri0@r.postjobfree.com PROFESSIONAL SUMMARY

Performance-driven professional with over twelve (12 years) experience in managing multiple customer service functions. Supervisory experience in coordinating and supporting teams to achieve organizational goals. Detail oriented, and highly organized with a strong customer-oriented approach and excellent communication skills.

SKILLS AND CORE COMPETENCIES

● Teambuilding and Leadership

● Customer Service Excellence

● Problem Solving

● Complaint Resolution

● Organizational Skills

● Leadership and Management

● Time Management

● Conflict Resolution

● Effective Communication

● TESOL

● Ability to multitask

● Excellent oral communication

● Excellent written communication

● Organized

● Reliability

● Team player

EDUCATION AND PROFESSIONAL DEVELOPMENT

School of Practical Accounting, Oxfordshire, UK 2020 – 2022

● Business Administration

Associates Degree

EduQual Level 5 Diploma

International Open Academy

● Certificate - Event and Hospitality Management 2020 International Open Academy 2020

● Certificate - 120 Hour TESOL

Trinidad and Tobago Hospitality and Tourism Institute, Port of Spain, Trinidad 2004 – 2006

● Completed courses in Sports and Tourism Management Jonah’s Development Institute, Port of Spain, Trinidad 2003 – 2004

● Peachtree Accounting

● Computer Literacy

PROFESSIONAL EXPERIENCE

AMERICAN AIRLINES, Port-of-Spain, Trinidad June 2022 - Present AAdvantage Customer Service Lead

• Support team effort by supporting junior team members while delivering an exceptional customer experience; excellent focus on customer and client satisfaction.

• Online chat specialist to provide technical support, resolve customer service inquiries, or offer additional forms of real-time problem-solving using a variety of software systems.

• Maintain all customer accounts; open and maintain customer accounts, provide product and service information, retain records of customer interactions, inquiries and services taken.

• Manage financial accounts by processing payments and adjustments.

• Provide compensation and credit to customers when appropriate.

• Collaborate with Customer Relations Departments from our partner airlines to ensure that customers received a consistent level of service.

• Work with other departments to resolve service failures and maintain customers.

• Anticipate customer and client needs to provide superior customer satisfaction. 2

Basic AAdvantage Representative Feb. 2022 – June 2022

• Communicated with customers, online and on phone.

• Investigated and resolved customer complaints using a variety of software systems.

• Worked in a team environment to pursue creative solutions to service failures.

• Assisted in continuing efforts to improve customer service by collecting complaint information.

• Collaborated with Customer Relations Departments from our partner airlines to ensure that customers received a consistent level of service.

• Worked with other departments to resolve service failures and maintain customers. EMIRATES AIRLINE, Dubai, United Arab Emirates

Cabin Supervisor 2016 to 2020

● Supported the Purser by supervising the standards in a specific cabin (Economy/Business); completed timely, factual and accurate KIS reports, ensuring the Purser is appropriately informed.

● Ensured that timely, clear and open communication with the Purser and the Flight Deck was maintained throughout the flight.

● Ensured that customers were consistently provided with the highest quality of customer service through inspired management of crew members.

● Investigated, managed and documented customer complaints in the respective cabins and ensured that appropriate service recovery was applied where applicable.

● Provided guidance, direction and feedback to team members on their on-board performance to ensure standards were consistently met (customer, safety, security, Team).

● Conducted timely and motivational briefing sessions prior to flights ensuring the required image and uniform checks and document checks were completed for all crew.

● Ensured safety procedures were followed at all times. Stewardess 1, IFS-Cabin Crew 2010 to 2016

● Provided customers in all cabin classes with a standard of excellence of safety, first aid, security and service.

● Ensured customers’ safety and comfort throughout the flight is achieved and continuously monitored.

● Ensured and maintained a clean cabin, working areas and toilets through regular monitoring to create a positive, clean and hygienic image.

● Responded to customers’ requests and queries through constant patrolling of cabins and anticipation of customers’ needs.

● Conducted pre-flight safety checks of cabin area.

● Provided emergency help to crew and passengers when needed. NICHOLAS HOLDINGS LIMITED, Port of Spain, Trinidad Accounts Clerk 2007 to 2009

● Entered daily worksheets to the general ledger system/balance sheet and recorded all business transactions.

● Maintained payroll information by collecting, calculating, and entering data.

● Addressed employee's pay-related concerns and provided accurate payroll information.

● Established and monitored tenant accounts; reconciled tenant payments.

● Reviewed all invoices for appropriate documentation and approval prior to payment.

● Provided customer service to all tenants and vendors.

● Communicated with vendors to ensure timely payments.

● Provided administrative assistance, including filing, copying, typing and handling other similar tasks.

● Assisted with projects as assigned.

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