Bob McKelvy
Raleigh,NC
Summary
Successful Customer Care Specialist with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Experienced Airline Agent brings 20+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
34
34
years of professional experience
Work History
Senior Customer Care Specialist
Duke Energy
11.2012 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Coordinated timely responses to online customer communication and researched complex issues.
- Logged call information and solutions provided into internal database.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Described product highlights and benefits to help guide purchasing decisions.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
Ticketing Agent
American Airlines
12.1988 - 11.2012
- Processed order transactions and provided customers with detailed itineraries, tickets and receipts.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
- Sold airline tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes.
- Input customer reservations, payment sources and contact details into Sabre system.
- Directed passengers to correct airport terminal locations.
- Reviewed tickets, identification and passports to verify traveler identity.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares and clarify rules.
- Sold, printed and issued tickets to guests.
- Provided schedule, routing and fare information to assist customers with ticket purchases.
- Directed passengers to correct loading gates or areas for departures and connections.
- Investigated complaints to define and correct weak areas.
Education
General Studies, French
East Carolina University
Greenville, NCSkills
- Building Customer Trust and Loyalty
- Process Improvement Initiatives
- Upbeat and Positive Personality
- Shipping Schedules
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Customer Inquiries
- Customer Account Management
Additional Information
Social Media Representative for Duke Energy. Entrusted with responding to customers on Facebook, Twitter and Instagram.
Timeline
Senior Customer Care Specialist
Duke Energy
11.2012 - Current
Ticketing Agent
American Airlines
12.1988 - 11.2012
General Studies, French
East Carolina University
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