Aklesia Negash
Stone Mountain
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Professional with significant experience in coordinating travel plans and delivering outstanding client service. Strong ability to collaborate with teams and adapt to changing needs, ensuring seamless travel experiences. Skilled in itinerary planning, booking management, and problem-solving to achieve optimal results. Reliable and results-driven with focus on achieving client satisfaction and operational efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Travel agent
AAA auto club group
Atlanta, GA
06.2022 - Current
- Demonstrated expertise in booking flights, hotels, rental cars, cruises, tours, and other travel services.
- Answered travel questions from customers about destinations, pricing and flight schedules.
- Researched and recommended package deals and special offers.
- Created itineraries for clients based on customer interests, budgets, and availability.
- Created detailed itineraries for clients based on their preferences, budget, and travel needs.
- Developed customer service skills while managing client inquiries and complaints in a timely manner.
- Built strong relationships with customers through excellent customer service skills.
- Scheduled customer reservations using agency database.
- Collaborated with hotel and restaurant services to provide custom experiences for clients.
- Performed administrative tasks such as maintaining records of bookings and payments made by customers.
- Conducted follow-up calls after trips to ensure satisfaction levels were met.
- Assisted clients with any issues that may arise during their trip including lost luggage or delayed flights.
- Educated clients about safety measures while traveling abroad.
- Advised customers on insurance policies that best suited their travel plans.
- Provided guidance on local attractions and activities at destinations around the world.
- Compiled necessary documentation, confirming proper organization for trips.
- Used computer reservation systems to book flights, cruises, car rentals and hotel accommodations for customers.
- Managed all aspects of travel planning for clients, including researching and booking flights, hotels, car rentals, and activities.
- Handled sensitive and confidential information with discretion to maintain department security.
- Processed member applications, updated accounts, and maintained records.
- Researched and negotiated with suppliers to secure competitive rates for accommodations and transportation.
- Developed customized travel itineraries for clients, ensuring alignment with preferences and budget constraints.
- Conducted training sessions for junior agents on industry best practices and customer service techniques.
- Managed complex group travel arrangements, coordinating logistics with multiple stakeholders to ensure seamless execution.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
SUPERVISOR CUSTOMER SERVICE and RETAIL ASSOCIATE
The Home Depot Store 0175
Norcross
05.2020 - 04.2022
- Stocked and cleaned shelves while maintaining neat and orderly store.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Assisted customers by phone regarding store operations, products, promotions and orders.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Answered questions about current promotions and resolved issues according to store policies.
- Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Answered questions and informed customers of current sales and promotions.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Developed strategies for improving customer service processes based on feedback received from customers.
- Monitored performance metrics related to customer service operations and identified opportunities for further optimization.
- Trained new employees on company policies, procedures and work ethics.
- Delegated tasks to team members according to individual strengths.
- Worked closely with upper management to develop strategies for improving operational efficiency within the department.
- Ensured that safety protocols were followed at all times by all staff members.
- Communicated employee, customer and workplace needs to managers.
- Motivated employees to reach highest professional potential.
- Trained and mentored team members on store policies and best practices.
- Supervised daily operations to ensure optimal customer service and efficient workflow.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Operated mixing equipment to ensure precise paint formulas for production.
- Maintained inventory of paint supplies and materials to prevent workflow disruptions.
- Assisted in quality control checks, ensuring finished products met company standards.
- Managed paint mixing station diligently, achieving precise color matches according to customers'' specifications.
- Mixed paint colors to create custom blends, using paint mixing machine and spatulas.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
junior operations Airline Customer Service manager
Addis Ababa International Airport
Addis Ababa
02.2017 - 03.2019
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered incoming telephone calls to provide store, products and services information.
- Improved customer service wait times to mitigate complaints.
- Maintained detailed records of operational processes, procedures and results.
- Provided direction and leadership to staff members by setting goals, providing feedback and resolving conflicts.
- Prepared budgets for operating expenses based on historical trends.
- Collaborated with cross-functional teams to improve operational efficiency.
- Coordinated communication between various departments within the organization regarding operational matters.
- Developed process improvement plans to optimize operations performance and increase customer satisfaction.
- Verified passenger identification documents prior to issuing tickets or allowing them access into secure areas.
- Monitored flight delays or cancellations due to weather conditions or other factors.
- Performed administrative duties such as filing paperwork, updating databases, processing payments.
- Demonstrated strong interpersonal skills while interacting with customers, colleagues, and supervisors in a professional manner.
- Communicated effectively via telephone or email when responding to customer inquiries or concerns.
- Proficiently operated computerized reservation systems to book flights and manage flight schedules.
- Provided exceptional customer service by responding to inquiries and resolving customer complaints in a timely manner.
Education
Associate of Science - Radiology Technology
Georgia State University
Atlanta, GACertification - Data analysis power bi developer
Mitaja Corporate
Maryland, Washington DC09-2022
Skills
- Excellent Written and Verbal Communication
- Strong Communication and Interpersonal Skills
- Available Nights, Weekends and Holidays
- Calm and Professional Under Pressure
- Exceeding Customer Expectations
- Adaptable and Flexible
- Computer Proficiency and Microsoft Office
- Understanding Customer Needs
- Upbeat and Positive Personality
- English and Amharic Fluency
- Multitasking and Prioritization
- High volume environments
- Travel industry expertise
- Retail sales
- Regulations and compliance
- Accuracy and attention to detail
- Deadline oriented
- Data entry
- Microsoft office proficiency
- Excel expertise
- Problem-solving
- Data analysis
Certification
Power bi developer
LANGUAGES
English
Amharic
Timeline
Travel agent
AAA auto club group
06.2022 - Current
SUPERVISOR CUSTOMER SERVICE and RETAIL ASSOCIATE
The Home Depot Store 0175
05.2020 - 04.2022
junior operations Airline Customer Service manager
Addis Ababa International Airport
02.2017 - 03.2019
Associate of Science - Radiology Technology
Georgia State University
Certification - Data analysis power bi developer
Mitaja Corporate