Deona Dunson
Pflugerville,TX
Summary
Customer-focused Customer Service Agent known for high productivity and efficient task completion. Possess specialized skills in problem-solving, communication, and conflict resolution. Excel in active listening, empathy, and adaptability, ensuring positive interactions and customer satisfaction. Committed to leveraging these abilities to contribute positively to team goals and enhance customer experiences.
Overview
11
11
years of professional experience
Work History
Customer service agent
Southwest Airlines
Austin, Texas
12.2018 - Current
- Assisted customers with flight inquiries and travel arrangements.
- Processed ticketing and check-in for domestic and international flights.
- Maintained knowledge of airline policies and regulations for accurate assistance.
- Utilized reservation systems to manage bookings and changes efficiently.
- Handled special requests, including accommodations for passengers with disabilities.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Attended training sessions regularly to stay current on new products or services.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
LEAD SALES & SERVICES ASSOCIATE
U.S. Postal Service
Rockville, MD
11.2014 - 02.2019
- Supervise window service and retail floor as well as a small group of employees.
- Set work schedules and allocates work hours to meet service requirements.
- Train new employees to ensure quality assurance as well as provide ongoing on-the-job training for current employees to maintain the highest level of customer service.
- Ensures staff complete training in current operating and safety procedure.
- Instructs and advises individual employees in correct financial and retail sales procedures.
- Accept and perform all bank deposits as well as conducts audits of employee flexible accountabilities and fixed credits.
- Forecasts and maintains a separate stamped inventory.
- Assist in the physical count of stock.
- Maintains records, files and submits reports to keep the team and supervisors apprised of post office activities.
Education
Cosmetology -
Hair academy
Landover, MD 03.2011 - 03/2013
High School Diploma -
American Academy
Miami, FL 08.2000 - 06/2001
Skills
- Works Cross-functionally
- Customer-Service Focused
- Team Builder
- Independent Worker
- Proactive Thinker
- Financial Management
- Staff training
- Effective communication
- Adaptability and flexibility
- Service-oriented self-starter
- Empathetic and genuine
Training
- Passport Acceptance Agent
- Customer Service
- Financial Management
Timeline
Customer service agent
Southwest Airlines
12.2018 - Current
LEAD SALES & SERVICES ASSOCIATE
U.S. Postal Service
11.2014 - 02.2019
Cosmetology -
Hair academy
03.2011 - 03/2013
High School Diploma -
American Academy
08.2000 - 06/2001