Amera Henderson
Sanford,FL
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth and to ensure within your company to bringing dedication, responsibility, team leadership, and great work ethic. I would love to learn and grow amongst your company.
Overview
4
4
years of professional experience
Work History
Alorica
Call Center Solutions
04.2024 - 12.2024
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked well in a team setting, providing support and guidance.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Met customer call guidelines for service levels, handle time and productivity.
Airport Manager
Gate Agent
04.2023 - 04.2024
- Oversaw fleet maintenance, resulting in reduced downtime for aircrafts and improved overall performance.
- Facilitated communication between various departments within the airport organization for seamless coordination of tasks and responsibilities.
- Developed training programs for staff members to improve their skills and increase overall productivity.
- Oversaw safety protocols for both staff and passengers, maintaining a secure environment in compliance with industry standards.
- Enhanced passenger experience through continuous improvement of terminal facilities and services.
- Monitored performance metrics for service providers such as gate agents and baggage handlers to ensuring optimal service quality levels were maintained consistently.
- Collaborated with airlines and other stakeholders to optimize airport resources and meet operational demands.
- Managed daily flight schedules to ensure timely arrivals and departures, reducing delays and customer complaints.
- Assisted in training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
Concentrix
Call Center Solutions
02.2022 - 07.2022
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Paid attention to detail while completing assignments for the customer.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Skilled at working independently and collaboratively in work at home environment.
- Proven ability to learn quickly and adapt to new situations.
Retail Sales Associate
Ross Dress for Less
05.2021 - 11.2021
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Answered questions about store policies and addressed customer concerns.
Education
High School Diploma -
Seminole High School
Sanford, FL05-2021
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Time management
- Multitasking
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Dependable and responsible
- Organizational skills
- Calm under pressure
- Active listening
- Decision-making
- Organization and time management
- Problem resolution
Accomplishments
- Documented and trained gate agents and ticket counter which led to management position.
Timeline
Alorica
Call Center Solutions
04.2024 - 12.2024
Airport Manager
Gate Agent
04.2023 - 04.2024
Concentrix
Call Center Solutions
02.2022 - 07.2022
Retail Sales Associate
Ross Dress for Less
05.2021 - 11.2021
High School Diploma -
Seminole High School
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