Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative

VIOLA BARNUM

FORT WORTH,Texas

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

American Airlines
Fort Worth, TX
05.2012 - 09.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Responded to customer requests for products, services and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Recommended products to customers, thoroughly explaining details.
  • Answered average of 50 calls,per day, addressing customer inquiries, solving problems and providing product information

Housekeeping Attendant

WESTERN RIM PROPERTY SERVICES
FORT WORTH TEXAS, TEXAS
02.2012 - 03.2015
  • Engaged with guests on room requirements and amenities to promote overall satisfaction.
  • Kept building entryway glass clean and polished for professional presentation.
  • Used chemicals by following safety protocols and procedures to avoid burns and injuries.
  • Completed laundry services with special attention to care instructions for hand-washing and dry cleaning.
  • Received recognition of Excellence award in 2014.

Receptionist

BARNUM BROTHERS CARPET CLEANING
FORT WORTH, TX
02.2009 - 02.2011
  • Answered central telephone system and directed calls accordingly.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
  • Responded to inquiries from callers seeking information.
  • Resolved customer problems and complaints.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.

Education

GED -

Boswell High School
Fort Worth, TX
05.1982

Skills

  • Upselling Products and Services
  • Creative Problem Solving
  • Upbeat and Positive Personality
  • Data Entry and Maintenance
  • Order and Refund Processing
  • Multitasking and Prioritization
  • Calm and Professional Under Pressure
  • Building Customer Trust and Loyalty
  • Responding to Difficult Customers
  • Understanding Customer Needs
  • De-escalation Techniques
  • Cultural Awareness and Sensitivity
  • Call Volume and Quality Metrics
  • Inbound and Outbound Calling
  • Patient and Empathetic
  • Promoting Brand and Company Identity

Accomplishments

  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Timeline

Customer Service Representative

American Airlines
05.2012 - 09.2021

Housekeeping Attendant

WESTERN RIM PROPERTY SERVICES
02.2012 - 03.2015

Receptionist

BARNUM BROTHERS CARPET CLEANING
02.2009 - 02.2011

GED -

Boswell High School

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VIOLA BARNUM