Besheria Gorrell
Charlotte ,Nc
Summary
Dynamic Customer Service Coordinator at American Airlines with a proven track record in complaint handling and relationship building. Enhanced customer satisfaction through effective problem-solving and training initiatives, consistently exceeding performance goals. Skilled in Microsoft Office, I fostered a collaborative environment that drove team efficiency and loyalty.
Overview
15
15
years of professional experience
Work History
Customer Service Coordinator
American Airlines
09.2012 - Current
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Organized regular team meetings to share best practices, driving continuous improvement within the department.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Reviewed associate performance to identify training needs.
- Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
- Responded to customer requests for products, services, and company information.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Greeted customers and listened closely to problems described to determine solutions.
Customer Service Lead
Walmart
09.2010 - 09.2011
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Greeted customers and listened closely to problems described to determine solutions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained up-to-date knowledge of product and service changes.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Education
Diploma -
Penn Wood High School
Lansdowne, PA06.2009
Skills
- Account management
- Documentation skills
- Complaint handling
- Customer focus
- Customer service excellence
- Documentation
- Customer service
- Microsoft outlook, word, and Excel
- Customer focused
- Problem-solving
- Time management
- Decision-making
- Deadline oriented
- Relationship building
- Employee scheduling
- Issue resolution
Timeline
Customer Service Coordinator
American Airlines
09.2012 - Current
Customer Service Lead
Walmart
09.2010 - 09.2011
Diploma -
Penn Wood High School