Customer Service Representative

MOOSA RAZA *.****@*******.***

***** ******** ******* ***** (h)703-***-****

Sterling, VA 20166 (m)703-***-****

Objective: To obtain a challenging position in which I can apply my strong customer service and high-quality communication skills utilizing 25 years of prior experience.

Technical Skills:

• Excellent communication skills, multi-tasking & fast response.

• Proficient in Microsoft Windows 2007, XP and Windows Vista, Microsoft Office XP (Word and Excel), MS Word, and Adobe Acrobat Reader, Remedy (PDF files).

• Hardware/Software Installation and troubleshooting on multiple platforms

• Proficient in NCR Terminal, TTY, Telex, Rapifax, Panafax, Sabre Airline Solutions, WorldSpan and WorldTracer Travelport GDS business

• Typing speed: 75 words per minute

• Fast learner with multiple years of technical hands-on experience.

Qualifications:

• 25 years of High quality Customer Service hands-on experience.

• Self-motivated; able to set effective priorities and implement strategic plans to achieve goals and meet operational deadlines

• Cooperative, enthusiastic, responsible, cheerful, helpful and works well with others

• Dynamic in team-building skills and evaluating situations to increase number of possible solutions

• Possess strong analytical and problem solving skills, along with a strong work ethic

• Adapts easily to new concepts and responsibilities

• Excellent written, oral, and presentation skills

Employment:

Local Nerds, LLC, Fairfax, VA December 2010-Present

HelpDesk Administrator Associate I

• Provide first-level contact and problem resolution by following procedures and policies for the handling of support incidents.

• Maintain communications with customers during the problem resolution process.

• Escalate unresolved issues to higher level support in accordance with established policies and procedures.

• Provide follow-up status to requesters in accordance with established policies and procedures.

• Review and update Help Desk documentation as assigned.

American Airlines Incorporated, Washington, D.C. May 1990-December 2010

Check-in Service and Reservation Agent

• Greet and check-in passengers

• Check-in passenger baggage

• Assist passengers with misplaced baggage

• Verify passenger departure documentation

• Assist unaccompanied minors (UMs)

• Comply with all security requirements

• Reschedule passengers with flight interruptions

• Assist passengers on arriving international flights

• Documentation for all international departures

• Produce all required, work-related documentation

• Making reservations/ticketing and providing check-in service to all domestic and international destinations.

• Arranging connections. Baggage Service, Gates and Operations

• Teletyping, receiving information and operating computer terminal (American Airlines acquired Trans World Airlines).SABRE, WorldSpan and WorldTracer.

Pan-Am World Airways Incorporated, Washington, D.C.& Dulles International Airport

Check-in Service and Reservation Agent March-December 1989

• Making reservations/ticketing and providing check-in service to all domestic and international destinations.

• Arranging connecting flights. Baggage Service Gates and Operation.

• Teletyping, receiving information and operating PANMAC computer.

• Monitors (CRTs) and keyboards for passenger processing.

• scales for weighing passenger baggage.

• Ticket and baggage tag printing equipment.

Dominion National, Mclean, Virginia January 1978-February 1988

Teller and Customer Service Representative

• Cash handling, money order and traveler checks; made checks for customer loans and interest posting, U.S. Government bonds and certificates of deposit.

• Filing and typewriting

• Opening and closing accounts

• Professional handling of telephone calls from customers, answering questions and solving problems regarding to loan processing.

Visa Incorporated, Mclean, Virginia July 1979-August 1984

VTSC VISA Traveler Service Representative

• Supervising all VTSC operators performing minute-by-minute on-going operations and assigning duties as appropriate.

• Inscribing amounts of checks from different branches of banking established throughout the United States.

• Balancing customers’ accounts by keeping accurate records of payments and adjustments.

• Exacting time-keeping records and forwarding to payroll division.

• Keeping daily records of accounts receivable

• Acting as liaison between customer and accounting division.

• Dissemination of general information into specific codes for business purposes involving written correspondence and interpretive designs.

Skills and Interests:

Linguistic Skills:

• English: Fluent

• Urdu/Hindi: Speaking Proficiency

Education:

University of Maryland, College Park, Maryland August 1984

Major/Track: B.S. Aeronautical Engineering

National Radio Institute, Washington, D.C. October 1980 Aircraft Electronics

J.E.B. Stuart High School, Falls Church, Virginia July 1975 Advanced Studies Diploma

Interests:

• Interested in working and interacting with people.

• Serving as a Customer Service Representative

References available upon request.

Contact this candidate