Customer Service Agent

Robert Williams

**** ********* ** **** ****** Md 21060

Phone: 301-***-**** Email: *******@*****.***

An experienced professional looking for a position where I can use my acquired skills and abilities in a progressive and challenging environment.

Areas of Expertise

Excellent organizational skills • Time Management • Problem Solving • Microsoft Office (Word, Excel, PowerPoint, Outlook) • Verbal Communication • Written Communication • Excellent customer service skills • Ability to learn new things rapidly and adapt to new environments • First AID/CPR Experience • Enthusiastic • Ability to remain calm in high

pressure situations • Sales Experience • Management Experience • Server Experience • Paralegal Experience PROFESSIONAL EXPERIENCE

Southwest Airlines 02-07-22– Present

Customer Service Agent

Customer Service Trainer

• Identify solutions to boarding issues and complications.

• field inquiries from passengers and provide hotel and meal accommodation due to flight delays and cancellations.

• Coordinate with airport staff to manage baggage services, tickets, and boarding procedures while ensuring compliance with safety regulations.

• Fielded incoming calls, greeted customers, answered travel inquiries, tagged, and handled baggage and collected baggage fees at gate, secured flights, processed reservations, and monitored cabin availability.

• Assisted misconnected and rerouted passengers during irregular operations; issued travel and hotel vouchers to displaced passengers on overbooked or canceled flights.

• Coordinated and conducted internal audits to assess compliance with standard operating procedures, employee standards, and FAA and airport requirements.

• Processed tickets, checked baggage, and monitored carry-on baggage for size and quantity, collected checked baggage fees at gate, and assigned seats.

• Analyzing sales and marketing data to determine the most effective sales and marketing techniques. Comcast Cable and Xfinity Internet

Sales Territory Representative 02/2020–03/31/2022

• Traveling throughout an assigned territory to train and guide company sales representatives.

• Maintaining solid working relationships with customers by ensuring that their needs are met and resolving complaints in a timely manner.

• Continually meeting or exceeding sales targets by persuading customers within an assigned territory to purchase company products and services.

• Analyzing sales and marketing data to determine the most effective sales and marketing techniques.

• Trained and mentored new employees on job policy and expectations on the job. Society Restaurant & Lounge 12/2014–Present

Lead Server

• Lead and assist supervisor during shifts to make sure all customers been served properly

• Serve patrons with food and beverages in a positive and friendly manner

• Protects establishment and patrons by adhering to sanitation, safety, and alcohol beverage control policies

• Helps patrons select food and beverages by suggesting courses, explaining the chef’s specialties, identifying appropriate beverage pairings, and answering food preparation questions

• Transmits orders to bar and kitchen by recording patrons’ choices and identifying patrons’ special dietary needs and special requests

• Serve orders by picking up and delivering patron’s choices from bar and kitchen and delivering accompaniments and condiments from service bars.

Spanish Town/St. Catherine 01/2012–12/2014

Premium Personal Injury Management/Paralegal Case Manager

• Provide managing attorneys with case-specific assistance on a wide range of assignments, including regulatory matters, negotiation and drafting of contracts, marketing issues, and policy reformations and rescission issues

• Draft and retain basic legal correspondence across all areas of the business, including case-specific reports, advance preparation of appendices and exhibits, evaluation and arrangement for special staffing needs, and tracking documents

• Develop legal arguments through extensive research and close collaboration with managing attorneys, executives, managers, and staff to thoroughly obtain all pertinent information and case materials

• Research and investigating the facts of cases and identifying appropriate laws, judicial decisions, legal articles, and other materials that are relevant, reporting changes in regulations, guidelines, and laws to all appropriate parties

Property Management 2006–2013

Assistant Manager

• Manage daily property requirements and maintain long-range capital improvements planning through regular inspections of property for damage, contractor effectiveness, and areas of improvement

• Work cooperatively with vendors and contractors, with tenant coordination, to expedite the completion of work, and prepare the team to respond in emergency and crisis situations

• Manage and plan property operating budgets, controlling property income and expenses, and complete required reports including weekly, monthly, quarterly leasing, variance, and capital reporting

• Attend board meetings and present routine reports, including activity reports, variance reports, property inspections, roof inspections, and lighting reports EDUCATION

St. Mary’s Technical High School, Diploma, 2000

University of the West Indies Jamaica, supervisory Management/ Sales and Marketing, 2009

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