Chandra Scott-Gelfand
Henrico,VA
Summary
Accomplished Customer Service Agent with a proven track record at Southwest Airlines, excelling in problem resolution and outstanding communication. Demonstrated empathy and professionalism, enhancing customer satisfaction and loyalty. Skilled in Microsoft Office Suite and adept at fostering positive relationships, showcasing both hard and soft skills without relying on numerical data.
Overview
15
15
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
04.2016 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- ProvideResponded to customer requests for products, services, and company information.
- Responds to customer requests for products, services, and company information.
- Helps large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilizes strong problem-solving skills to quickly identify and address customer issues.
- Maintains positive relationships with internal and external customers by providing timely results.
- Provide great customer service at ticketing, check-in, and baggage service.
- Collaborates well with others and demonstrates great team-working skills.
- Completes customer interactions under time constraints to accomplish quick turns of aircraft.
Broker Service Representative
WellPoint Anthem
03.2012 - 04.2014
- Developed strong customer relationships addressing inquiries concerning heath plan, enrollment, claims, benefits, pharmacy, and authorizations.
- Provided exceptional customer service by providing timely and effective service to address customer concerns and issues.
- Developed mutual partnerships by coordinating service needs with other departments to ensure quality service and customer satisfaction.
- Investigated and resolved customer complaints concerning service issues, billing, and errors.
- Assisted with facilitating online portal, client mobile applications, and other online tools.
Business Sales Representative
Windstream Communications
10.2009 - 07.2011
- Demonstrated initiative and accountability in obtaining general knowledge of billing systems and order entry.
- Collaborated well with team members in identifying and solving problems, building relationships.
- Provided excellent customer service by evaluating and escalating issues as appropriate and providing resolution.
- Handled large volume on incoming calls in a prompt and professional manner business resolution.
- Managed multiple priorities in a fast-paced environment.
Education
No Degree - Business Administration
Norfolk State University
Norfolk, VANo Degree - Office Technology
ECPI
Newport News, VANo Degree - Business Administration
Colorado Technical University
Colorado Springs, COSkills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Customer Complaint Resolution
- Microsoft Office Suite proficiency
- Customer Focus
- Information Verification
- Benefits determination
- Problem-solving abilities
Timeline
Customer Service Agent
Southwest Airlines
04.2016 - Current
Broker Service Representative
WellPoint Anthem
03.2012 - 04.2014
Business Sales Representative
Windstream Communications
10.2009 - 07.2011
No Degree - Business Administration
Norfolk State University
No Degree - Office Technology
ECPI
No Degree - Business Administration
Colorado Technical University
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