Destiny Shaw

* Manage end-to-end customer experience for 50+ recurring clients through multi-channel support

• Managed end-to-end customer experience for 50+ recurring clients through multi-channel support, achieving a 90% first-contact resolution rate.

Resolved customer inquiries with a 90% first-contact resolution rate through proactive communication.

Developed and executed quality assurance protocols to maintain high customer satisfaction metrics.

* Utilized conflict resolution strategies to achieve 100% dispute resolution success rate

• Implemented CRM software to streamline customer communications, achieving a 98% client retention rate.

* Customer Experience Management

* Multi-channel Support (phone, email, chat)

* CRM Software Proficiency

* Conflict Resolution & De-escalation

* First-call Resolution

* Customer Retention Strategies

* Performance Metrics Analysis

* Quality Assurance Protocols

* Medical Records Management

* Team Leadership & Training

Processed confidential medical documents, and maintained secure filing systems.

* Coordinated with accounts receivable department to ensure accurate record-keeping

* Handled 75+ daily customer inquiries while maintaining 94% satisfaction rate

* Utilized medical billing software and CRM systems for efficient document management

Streamlined filing procedures resulting in a 30% improved processing time.

• Managed multi-channel communications, including phone, email, and internal messaging systems.

* Managed incoming and outgoing cargo documentation with attention to detail

• Managed incoming and outgoing cargo documentation, ensuring compliance with aviation shipping regulations.

Maintained compliance with aviation shipping regulations.

Coordinated with the customer service team to resolve shipping inquiries shipping inquiries

• Operated scales in an aviation shipping and receiving warehouse, ensuring 100% accuracy.

Managed customer satisfaction initiatives achieving 95% positive feedback in high-stress situations

• Managed customer satisfaction initiatives, achieving 95% positive feedback in high-stress situations.

* Streamlined communication protocols between ground operations, pilots, and ATC (Air traffic control) teams

* Implemented de-escalation procedures during weather-related delays

Maintained real-time customer updates through multi-channel support systems.

Achieved consistently high customer satisfaction scores through active listening.

* Utilized airline CRM systems to manage customer accounts and resolve complex booking issues

* Implemented customer retention strategies resulting in 15% decrease in escalated complaints

*Bag Service supervisor: Handled the sorting of lost or delayed bags ensuring the property shipping location

Gate agent: Boarding procedures for customer and airline satisfaction.

* Ramp lead: Made sure that flights where handled with care for on-time arrivals and departures

*Airline cleaner: Cleaned airplanes before and after rival

*Customer service Ticket counter agent: Greeted passengers and handled all guests inquires

*Cargo lead: Made sure that animals, medical devices, and luggage was properly documented, and sorted for flights

• Handled over 100 daily customer interactions through phone, email, and in-person support, ensuring seamless service delivery.
• Achieved consistently high customer satisfaction scores through active listening and effective problem-solving.
• Achieved consistently high customer satisfaction scores through active listening and effective communication.

* Managed high-priority client relationships using advanced CRM software

* Achieved 96% accuracy rate in documentation while maintaining rapid response times

* Utilized active listening techniques to gather detailed client information

* Streamlined communication processes between departments for faster issue resolution

• Managed high-priority client relationships using advanced CRM software, ensuring seamless communication and client satisfaction.

* Maintained 92% first-call resolution rate while managing complex customer accounts

* Implemented new customer service protocols resulting in 25% improvement in satisfaction scores

* Led team training initiatives focusing on conflict resolution and customer retention strategies

• Maintained a 92% first-call resolution rate while managing complex customer accounts.

* Resolved technical issues with 89% first-contact resolution rate

* Utilized ticketing systems to track and manage customer support requests

* Maintained excellent customer satisfaction ratings through clear communication

• Resolved technical issues with an 89% first-contact resolution rate.