Karen Holian

216-***-**** adz98s@r.postjobfree.com Cleveland, OH 44111

SUMMARY

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. SKILLS

Friendly, Positive Attitude

Organizational Skills

Relationship Building

Critical Thinking

First Aid/CPR

Basic Math

Good Work Ethic

Active Listening

Flexible Schedule

Reliable & Trustworthy

People Skills

Problem Resolution

Customer Service

EXPERIENCE

Customer Service Agent, Southwest Airlines, June 2001-Current Cleveland, OH

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.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Maintained strong call control and quickly worked through scripts to address problems. Helped clients navigate online systems within established frameworks to obtain services. Investigated and solved routine and complex customer issues to earn repeat business. Suggested suitable options for unavailable products and services to retain customers. Leveraged reference tools and conducted trainings to improve customer service. Implemented additional services to maintain exceptional client service ratings. Pursued networking opportunities to advance client relations skills and enhance customer satisfaction.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Developed strong customer relationships to encourage repeat business. Improved customer service wait times to mitigate complaints. Educated customers on special pricing opportunities and company offerings. Used proven techniques to de-escalate angry customers during telephone interactions. Mentored new employees on procedures and policies to maximize team performance. EDUCATION AND TRAINING

High School Diploma

Saint Augustine Academy, Lakewood, OH April 1986

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