Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cheron Holder

Hagerstown,MD

Summary

Customer Support Specialist with a strong history of surpassing customer expectations and improving satisfaction ratings. Expertise in managing inquiries, resolving complaints, and effectively promoting products. Proficient in problem-solving, communication, and conflict resolution, leading to efficient task completion and positive customer experiences.

Overview

22
22
years of professional experience

Work History

Customer Service Agent

American Airlines
02.2015 - Current
  • Addressed diverse customer inquiries, from routine questions to complex issues.
  • Assisted travelers with domestic and international ticketing and itinerary planning.
  • Issued boarding passes and seat assignments, managing upgrades and rerouting travel plans.
  • Provided operational support for delayed and cancelled flights.
  • Facilitated assistance for distressed passengers, including hotel vouchers and alternative travel arrangements.
  • Demonstrated knowledge of international routings and expertise in handling complex ticket transactions, refunds, and exchanges.

Non-Public Unit Registrar & PRO Administrative Assistant, Office of Specialized Instruction

First Home Care – District of Columbia Public Schools
10.2011 - 09.2015
  • Managed enrollment database to ensure data integrity and accessibility.
  • Reviewed and processed applications for private school student evaluations in a timely manner.
  • Provided bi-weekly and monthly reports to Director, tracking enrollment movement types.
  • Communicated with parents and stakeholders regarding PRO program details and updates.
  • Processed non-public student admission and withdrawal requests from various stakeholders.
  • Developed data reports to inform future policy decisions.
  • Trained and supported 40+ Program Managers and Progress Monitors on technical and procedural matters.
  • Cultivated relationships between Non-Public Unit staff and DCPS local schools for effective student transition.

Batch Analyst

International Union of Painters and Allied Trades (IUPAT)
12.2003 - 11.2007
  • Processed high volumes of monthly remittance reports from associated employers.
  • Conducted analysis on reports to identify discrepancies.
  • Applied adjustments and cash cards to employee accounts efficiently.
  • Updated profiles for both employers and employees to ensure accuracy.

Audit Analyst

International Union of Painters and Allied Trades (IUPAT)
12.2003 - 11.2007
  • Created and monitored 200 audit accounts
  • Reviewed audit reports for discrepancies
  • Responded to audit rebuttals
  • Monitored bankruptcy and promissory note payments
  • Created and distributed audit notification letters
  • Maintained and managed audit excel spreadsheet

Pension Administrative Assistant

International Union of Painters and Allied Trades (IUPAT)
12.2003 - 11.2007
  • Facilitated completion of pension applications for members.
  • Maintained and updated member database to ensure accuracy.
  • Provided customer service for all incoming calls, addressing inquiries promptly.
  • Drafted correspondence letters to communicate with pension members effectively.

Education

High School Diploma -

Largo High School
Largo, MD
06-1993

Skills

  • Ticketing procedures
  • Data analysis
  • Problem solving
  • Attention to detail
  • Effective communication
  • Decision making
  • Time management
  • Phone etiquette
  • Customer service
  • De-escalation techniques
  • Work ethic
  • Empathy and genuineness
  • Communication skills
  • Multitasking and organization
  • Active listening
  • Cultural awareness
  • Task prioritization
  • Email communication
  • Team collaboration

Timeline

Customer Service Agent

American Airlines
02.2015 - Current

Non-Public Unit Registrar & PRO Administrative Assistant, Office of Specialized Instruction

First Home Care – District of Columbia Public Schools
10.2011 - 09.2015

Batch Analyst

International Union of Painters and Allied Trades (IUPAT)
12.2003 - 11.2007

Audit Analyst

International Union of Painters and Allied Trades (IUPAT)
12.2003 - 11.2007

Pension Administrative Assistant

International Union of Painters and Allied Trades (IUPAT)
12.2003 - 11.2007

High School Diploma -

Largo High School

Similar Profiles

CREATE PROFILE