Summary
Overview
Work History
Education
Skills
Certification
References
Languages
Timeline
Hi, I’m

CHARLENE CRAIN

Houston,TX
CHARLENE CRAIN

Summary

Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.

Overview

8
years of professional experience
1
Certification

Work History

Metropolitan Transportation Authority
Houston, Texas

Transit Bus Operator
07.2022 - Current

Job overview

  • Operated transit buses along assigned routes in a timely manner while adhering to safety protocols
  • Provided customers with information regarding routes, schedules and stops
  • Utilized communication devices to report emergencies or delays on route to dispatchers
  • Accurately collected fares from passengers utilizing automated Q-Card and fare box machines
  • Observed roadways for hazards such as potholes, debris, pedestrians
  • Conducted pre-trip inspections of the bus to ensure it was safe for operation.
  • Assisted passengers with mobility devices in boarding and disembarking safely.
  • Reported mechanical malfunctions or damages observed during shifts immediately
  • Demonstrated knowledge of traffic regulations and safe driving practices.

Secure Identity AllClear
Houston, Texas

Customer Service Representative
10.2020 - 02.2022

Job overview

  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Responded to telephone inquiries and complaints following standard operating procedures
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

Total Airport Services / Spirit Airlines
Houston, Texas

Airline Customer Service Agent
04.2016 - 10.2020

Job overview

  • Proficiently operated computerized reservation systems to book and manage flight schedules
  • Inspected tickets for accuracy prior to boarding passengers on aircrafts
  • Assisted passengers with baggage handling requirements as needed
  • Answered phones and communicated with customers to assist with questions and travel issues
  • Assisted customers with ticketing, seating, and baggage handling requirements.
  • Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
  • Resolved customer complaints in a timely manner.
  • Performed check-in procedures for both domestic and international flights.
  • Verified passenger documentation ensuring compliance with applicable laws and regulations.
  • Processed refunds, exchanges, and upgrades when necessary.
  • Answered inquiries regarding airline services including rates, schedules, travel regulations.
  • Filed reports of passenger complaints or incidents that occurred during travel process.
  • Checked luggage for proper weight distribution according to aircraft specifications.
  • Assisted cabin crew members in pre-flight preparation tasks
  • Assisted customers with ticket purchases, trip planning, pricing and scheduling.
  • Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.

Education

Université Omar Bongo
Libreville, Estuaire

High School Diploma
07.2006

Skills

  • Staff Training
  • Active Listening
  • Credit Card Payment Processing
  • Clerical Support
  • Travel Planning
  • Administrative Support
  • Customer Service
  • Customer Relations Skills
  • Passenger Interaction
  • Bus Inspections
  • DOT Requirements
  • Arrival and Departure Duties
  • Bus Safety
  • Communication and Interpersonal Skills
  • Attentive and Observant
  • Dependable and Trustworthy
  • Strong Working Relationships
  • Situational Awareness
  • Defensive Driving Practices
  • Accident Reports
  • Follow Routes
  • Tires and Brakes Inspections
  • Safe Driving

Certification

CDL B License P endorsement

GSC (Ground Security Coordinator) Certified

CRO (Complaint Resolution Officer) Certified

Airline Baggage Service Agent Certified

References

  • Eric Josey, Station Manager, Secure Identity AllClear, Eric.josey@clearme.com
  • Dalila Guillen Morales, Ex Manager, Total Airport Services, Dalila.guillen.morales@gmail.com

Languages

French
Native language
English
Upper Intermediate (B2)
B2

Timeline

Transit Bus Operator

Metropolitan Transportation Authority
07.2022 - Current

Customer Service Representative

Secure Identity AllClear
10.2020 - 02.2022

Airline Customer Service Agent

Total Airport Services / Spirit Airlines
04.2016 - 10.2020

Université Omar Bongo

High School Diploma

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CHARLENE CRAIN