Customer Service High School

Cedric Williams **** Sand Bay St SW, #****, Atlanta, GA 30331

832-***-**** / ***.***********@*****.***

Customer Service Specialist

Experienced professional with over 4 years of experience in providing recognized levels of exceptional customer service to external and internal customers resulting in improved and high levels of customer satisfaction, client retention, and resolution of customer concerns. High-functioning in fast paced, high-volume, and high pressure work environments.

Core Strengths

Problem Solving Customer Relations Detail Orientation Organizational Skills

Policy Adherence Conflict Resolution Call Center Situation Analysis

Computer Literacy Quality Control Communication Skills Decision Making

Research Team Player Multi-tasking Self-Starter

Relevant Skills

CUSTOMER SERVICE SPECIALIST

• Support and provide superior service via inbound and outbound calls, e-mails and faxes.

• Use questioning and listening skills that support effective telephone communication.

• Apply the proper telephone etiquette to satisfy various customer situations.

• Effectively deal with customers leading to an amicable resolution of customer issues and concerns.

• Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Check to ensure that appropriate changes were made to resolve customers' problems.

• Refer unresolved customer grievances to designated departments for further investigation.

CREW SCHEDULER

• Support dispatch during irregular operations, cover open trips, build schedules, and monitor delays.

• Schedule, track and reschedule all flights effecting operations to minimize all delays.

• Analyze issues and resolve systemic and operational irregularities to maintain smooth workflow.

• Ensure all reroutes are handled in accordance with company policies, contracts and FAA Regulations.

• Monitor and schedule crew for all Continental/United Express flights to meet customer needs.

• Account for and ensure crew compliance with FAR policies and contractual requirements.

• Work with a scheduling team to efficiently resolve flight crew related operational issues.

• Knowledge and use of CMS, SHARES, CrewTrac, Apollo, and Flight Trac Plot software packages.

Work History

EXPRESSJET AIRLINES, INC - Atlanta, Georgia / Houston, Texas Feb 2010 - Present

Crew Scheduler

AFFILIATED COMPUTER SYSTEMS - Houston, Texas Nov 2008 - Jan 2010

Customer Service Specialist

Computer Software

Word Excel PowerPoint CMS SHARES CrewTrac Apollo Flight Trac Plot

Educational Qualifications

Associates of Accounting - North Harris Community College, Houston, Texas

High School Diploma - G.W. Carver High School, Houston, Texas

References - Available upon request

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