Audrey Nohealani Lupe
Dickson,Tennesse
Summary
With a proven track record at Delta Air Lines, I excel in customer service and data entry, blending empathy with efficiency to resolve issues and enhance customer satisfaction. My expertise in Microsoft Office and active listening has consistently exceeded performance metrics, fostering trust and loyalty among clients.
Overview
19
19
years of professional experience
Work History
Customer Service Agent - AIC
Delta Air Lines
04.2022 - Current
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Customer Service Agent
United Airlines
03.2012 - 11.2020
- Streamlined communication processes for improved information exchange between customers and team members.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Care Home Provider
Mastercare INC.
02.2006 - 01.2019
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Supported families through difficult times by offering emotional support and education on important care tasks.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
Education
GED -
McKinley School For Adults
Honolulu, HI02-2009
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Active listening
- Empathetic and genuine
- Customer relations
- Customer complaint resolution
- Conflict resolution
- File management
- Complaint handling
- Call control
- Microsoft office suite proficiency
- Inbound call management
- De-escalation techniques
- Payment processing
Languages
Samoan
Native or Bilingual
Timeline
Customer Service Agent - AIC
Delta Air Lines
04.2022 - Current
Customer Service Agent
United Airlines
03.2012 - 11.2020
Care Home Provider
Mastercare INC.
02.2006 - 01.2019
GED -
McKinley School For Adults
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