Andreneka Williams-Thomas
Cordova,TN
Summary
Knowledgeable and dedicated Customer Service professional with extensive experience in Customer Service Industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Delta Airlines Global Services
01.2010 - 01.2015
- Offered advice and assistance to customers,
- Paying attention to special needs or wants.
- Strengthened relationships with clients through proactive follow-up on pending issues and concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Trained staff on operating procedures and company services.
Ramp/Senior Customer Service Agent\Call Center
Pinnacle Airlines
01.2008 - 01.2011
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed and updated databases to handle customer data.
- Mentored junior agents to develop their skills and elevate the team''s overall performance.
- Coordinates the day-to-day station operations by leading and organizing the activities of Agents/Clerks to ensure a safe working environment and on-time dependability.
- Supports the Manager in meeting operational performance targets and monitoring the station operation budget
- Confers and cooperates with the Manager in formulating administrative/operational policies and procedures to be implemented
- Reviews and standardizes procedures to improve efficiency within the operation
- Maintains overall station compliance as well as compliance of personnel with administrative policies, procedures, safety rules and any Company or government regulations
- Investigates and resolves customer service issues as well as operation issues
- Participates on operational conference calls, station audits and prepares various reports
- Coordinates activities with local airport management, community, regulatory agencies, and other stations or headquarters staff
- Maintains records such as time and attendance, personnel files and performance
Education
Associate of Science - Business Administration And Management
Southwest Tennessee Community College
Memphis, TN05.2009
Skills
- Call triaging
- Payment Processing
- POS systems expert
- Active Listening
- Customer Complaint Resolution
- Microsoft Exchange
- Computer Proficiency
- Problem-solving abilities
- Calm Under Pressure
- Coordination
Timeline
Customer Service Agent
Delta Airlines Global Services
01.2010 - 01.2015
Ramp/Senior Customer Service Agent\Call Center
Pinnacle Airlines
01.2008 - 01.2011
Associate of Science - Business Administration And Management
Southwest Tennessee Community College
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