Customer Service Representative

NICOLA BONNER

CUSTOMER SERVICE PROFESSIONAL

Miami. FL 786-***-**** ************@*****.***

Objective

To work for an organization that promotes growth from within, and allow the employees to grow to their true potential

Profile

• More than 15 years successful

experience in customer service and

support with recognized strengths in

account maintenance, problem-solving

and troubleshooting, sales staff

support, and planning/implementing

proactive procedures and systems to

avoid problems in the first place.

• Possess solid computer skills.

• Excellent working knowledge, Microsoft

Excel, WordPerfect, Microsoft Word.

• Ability to train, motivate, and

supervise customer service employees.

• A team player, acknowledged as “Total

Quality Customer Service Professional.”

• Develop plans, conduct audits and

variance analyses, process payroll and

payroll tax reports and filings, and

maintain/update accurate inventories.

Experience

American Airlines – Customer Service Representative 2023-present

The duties and responsibilities of an Airline Customer Service Representative include:

• Providing passengers with flight information and assisting with ticket reservations and purchase

• Checking in passengers and their baggage at the ticket counter

• Assisting passengers with self-service kiosks

• Responding to inquiries related to flight schedules, fares, and policies

• Directing passengers to their departure gates and assisting with pre-boarding procedures

• Handling flight-related issues and complaints and escalating them when necessary

• Assisting passengers with special needs or unaccompanied minors

• Coordinating with other airline staff to ensure the timely departure and arrival of flights

• Processing refunds and providing compensation in case of flight cancellations or delays

• Updating passengers’ records, including contact details and special service requests

• Maintaining knowledge of airline procedures and stay updated on flight schedules and any changes

Bj’s Wholesale Club - Human Resource Clerical

2008-2009

• Process employees check and pay stubs

• Filing and collecting info for new employees as well as existing employees

• Assist the HR Manager will daily running’s of the Personnel Dept

• Organizing meetings and symposiums with managers and employees Bj’s Wholesale Club Homestead Fl – Member Service Representative 2009-2010

• Support sales reps in opening new accounts and upgrading existing services.

• Quickly and effectively solve customer challenges.

• Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

• Handling membership sales and retention at the service desk

• Opening new accounts and maintaining existing accounts for new members.

• Executing new ideas and method from corporate to enhance sales throughout the club

Bj’s Wholesale Club Homestead Fl - Frontline Supervisor 2010-2011

• Supervising the front end of the store, making sure the cashier follows the rules and maintaining a friendly atmosphere for members.

• Organizing schedules to ensure breaks and lunches are taken in a timely manner

• Keeping the frontline running orderly so members can be in and out quickly and without any complaints

• Handling members’ enquiries as it pertains to items not found and inquiries they might need.

Bj’s Wholesale Club Homestead Fl - Customer Service Manager 2011-2014

• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.

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Bj’s Wholesale Club - Membership Retention and Acquisition Manager 2014-2020

• To implement the membership development plan, manage departmental resources and set workflow priorities

• To hold regular departmental progress meetings and circulate progress reports on activity against targets e.g. growth projections, campaign effectiveness, response timescales for membership inquiries, etc.

• To anticipate problems and adjust the allocation of resources accordingly

• To contribute to the membership development plan and review with the Membership Director all departmental activity including:

Member recruitment and retention campaigns

To interpret membership recruitment and retention statistics and review member research and make recommendations

The sale and delivery of association services to non-members

General marketing activity

Policies and procedures

Other activity, including affinity and sponsorship schemes

• To offer ideas for improvement or change in all operational areas

• To manage member communications including responding

• to member queries and the production and inventory of membership and marketing material e.g. letters, newsletters, e-bulletins and brochures

Bj’s Wholesale Club – Operations Manager

2020-2023

They are responsible for maintaining a high level of store standards and conditions and foster a positive environment to ensure customer satisfaction and maximum sales.

They have the following duties and responsibilities:

• Manage and oversee the overall retail store operation

• Ensure that the store is well-stocked by coordinating with the inventory team

• Monitor inventory levels and order new items when necessary

• Develop and implement strategies to improve sales and profitability

• Identify customer needs and respond proactively to all of their queries

• Manage store budget to ensure revenue and expenses are within the planned limit

• Analyze sales and revenue reports and make forecasts

• Ensure high levels of customer satisfaction through excellent service

• Complete store administration and ensure compliance with policies and procedures

• Handle customer complaints and issues in a professional manner

• Prepare detailed reports on buying trends, customer requirements, and profits

• Coordinate with the marketing team to create marketing strategies and advertise the store and products to meet sales targets

• Ensure the staff follows health and safety regulations

• Provide training to the store staff and evaluate their performance

• Manage relationships with vendors and suppliers

Education

1986-1992 Merl Grove High School - Diploma

Kingston. Jamaica

1993-1994 West Indies College -Associate Degree (Business Administration) Mandeville Jamaica

1995-1996 University of West Indies – Diploma

(Distinction Supervisory Management) Kingston Jamaica Skills & abilities

• Management

• Problem solving

• Communication

• Leadership

References – Available upon request

Contact this candidate