Aileen Williams
Bremerton,WA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Envoy Air
04.2023 - Current
- Maintained accurate and up-to-date documentation of daily activities, incident reports, and other relevant records for audit purposes.
- Increased efficiency in passenger screening processes by optimizing checkpoint layouts according to passenger flow patterns.
- Kept abreast of industry trends, regulations, and best practices through continuous professional development opportunities such as trainings and workshops.
- Conducted risk assessments to identify vulnerabilities in existing security measures and recommend improvements accordingly.
- Reduced security risks by conducting thorough inspections of aircraft, baggage, and cargo.
- Safeguarded airport property by patrolling terminals and monitoring surveillance systems effectively.
- Performed regular audits of security equipment to guarantee proper functionality at all times.
- Coordinated with local and federal authorities for seamless communication and collaborative efforts in maintaining a secure environment.
- Collaborated with airline representatives to address specific security concerns related to their operations effectively.
- Liaised with TSA agents as needed to share information about potential threats or suspicious activity detected within the airport premises.
- Provided support during investigations into airport-related incidents involving thefts, vandalism, or any other breaches of security.
- Proactively identified potential problems or errors in the baggage handling process, taking corrective action when necessary.
- Improved baggage handling efficiency by streamlining loading and unloading processes.
- Assisted in the loading and unloading of cargo from aircraft, maintaining proper weight distribution for safe flight operations.
- Collaborated with team members to ensure efficient transfer of luggage between flights.
- Observed safety and privacy procedures in handling passengers' property.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Monitored flight and duty times, coordinated schedules and recorded changes in master schedule.
- Provided essential support during emergency situations, assisting in the coordination of rescue efforts and gathering necessary information for decision-making processes.
- Conducted regular audits of operational records, maintaining a comprehensive understanding of overall system performance trends and identifying areas for potential improvement.
- Contributed to improved fuel efficiency by closely monitoring fuel consumption rates and recommending optimal routes based on wind conditions.
- Streamlined communication between pilots, airline personnel, and air traffic controllers for timely takeoffs and landings.
- Evaluated weather trends along routes and notified flights of adverse weather conditions.
- Recorded flight status changes on aircraft schedule log and verified crew coverage for all flights.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Sales Representative
S&P Data
10.2021 - 04.2023
- Selling products and services using solid arguments to prospective customers
- Performing cost-benefit analyses of existing and potential customers
- Maintaining positive business relationships to ensure future sales
- Present, promote and sell products/services using solid arguments to existing and prospectivecustomers
- Perform cost-benefit and needs analysis of existing/potential customers to meet their needs
- Establish, develop and maintain positive business and customer relationships
- Reach out to customer leads through cold calling
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Achieve agreed upon sales targets and outcomes within schedule
- Coordinate sales effort with team members and other departments
- Analyze the territory/market's potential, track sales and status reports
- Supply management with reports on customer needs, problems, interests, competitiveactivities, andpotential for new products and services
- Keep abreast of best practices and promotional trends
- Continuously improve through feedback
Customer Service Representative
Faneuil
03.2016 - 05.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor's degree - Digital Cinematography
Full Sail University
Orlando, FL12.2024
High School Diploma -
East Bladen High School
Elizabethtown, NC02.2011
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Certification
- Complaint Resolution Officer, American Airlines - April 2023 - Present.
- Ground Security Coordinator, American Airlines, April 2023 - Present.
- Baggage Service Officer, American Airlines, April 2023 - Present.
- Customer Service Representative, American Airlines, April 2023 - Present.
- Complaint Resolution Officer, American Airlines, April 2023 - Present.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Envoy Air
04.2023 - Current
Sales Representative
S&P Data
10.2021 - 04.2023
Customer Service Representative
Faneuil
03.2016 - 05.2020
Bachelor's degree - Digital Cinematography
Full Sail University
High School Diploma -
East Bladen High School
- Complaint Resolution Officer, American Airlines - April 2023 - Present.
- Ground Security Coordinator, American Airlines, April 2023 - Present.
- Baggage Service Officer, American Airlines, April 2023 - Present.
- Customer Service Representative, American Airlines, April 2023 - Present.
- Complaint Resolution Officer, American Airlines, April 2023 - Present.
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