Customer Service Agent
Resume:
CHARLOTTE, UNITED STATES, ***** • ***************@*****.***
JANASA ROBERSON
PROFESSIONAL SUMMARY
Customer Service Agent with over 7 years of experience in enhancing passenger satisfaction and resolving complex issues efficiently. Demonstrates strong skills in creative problem solving, team leadership, and data analysis, having implemented process improvements that reduced wait times and improved service quality. Recognized for empathetic support and effective communication, seeking to leverage expertise in customer service to drive operational efficiency and elevate client experiences. EMPLOYMENT HISTORY
CUSTOMER SERVICE REPRESENTIVE Sep 2018 - Jun 2022
Meduit Charlotte, NC
CUSTOMER SERVICE AGENT Aug 2023 - Jan 2025
HHS AVIATION Charlotte, NC
SKILLS
Creative Problem Solving, Team Leadership, Time Management, Public Speaking, Customer Service, Data Analysis, Project Management, Mentoring, Communication Skills, Conflict Resolution, Adaptability, Process Improvement, Technical Writing, Strategic Planning, Negotiation, Market Research. EDUCATION
HS DIPLOMA Aug 2014 - Jun 2018
West Charlotte High School Charlotte, NC
Graduated with A/B Honor Roll, 2.9 GPA, and Certificate of Perfect Attendance. A.S DEGREE Mar 2023 - May 2026
Central Piedmont Community College Charlotte, NC
Graduation date May, 2026. Current GPA: 3.1. Perfect Attendence. Managed high-volume customer inquiries, resolving complex issues efficiently. Implemented process improvements, reducing average call time and boosting customer satisfaction rates. Meticulously documented customer interactions, ensuring accurate records for future reference. Identified recurring issues, proposing targeted solutions to management.
Mentored new hires, accelerating their onboarding process. Consistently received positive feedback for empathetic approach to customer concerns and clear communication.
Analyzed customer interaction patterns to identify improvement areas. Developed and implemented strategies to boost efficiency and service quality.
Delivered exceptional customer service at HHS AVIATION, enhancing passenger satisfaction. Resolved complex issues, ensuring smooth travel experiences for diverse clientele. Coordinated seamlessly with flight crews, ground staff, and airport authorities to facilitate efficient boarding and deplaning procedures.
Implemented streamlined communication protocols, reducing passenger wait times and improving overall airport operations efficiency.
Assisted passengers with special needs, ensuring comfortable and safe travel experiences. Provided empathetic support during flight delays and cancellations.
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