Dianne Mahi
Aloha Air Cargo Honolulu
Pearl City,HI
Dedicated customer service representative with a proven track record in client engagement and call center operations. Skilled in active listening, critical thinking, and implementing process improvements that enhance customer satisfaction.
29
years of professional experience
Work History
Customer Service Representative /Internal Sales Associate
9 Years 7 Months
Aloha Air Cargo Honolulu - Honolulu, Hawaii | 06.2016 - 01.2026
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Implemented process improvements, reducing response times and increasing customer satisfaction ratings.
- Trained new team members on procedures and systems to enhance service quality and operational effectiveness.
- Managed logistics coordination for air cargo shipments, ensuring timely deliveries and accurate documentation.
- Oversaw daily operational workflows, ensuring compliance with safety regulations and company policies.
- Analyzed customer feedback to identify trends, recommending solutions for continuous service enhancement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained clean and orderly work areas by cleaning floors, emptying trash cans and wiping down surfaces.
- Managed customer inquiries and provided accurate product information to enhance satisfaction.
- Developed strong relationships with clients, resulting in increased repeat business opportunities.
- Collaborated with cross-functional teams to streamline sales processes and improve efficiency.
- Conducted follow-ups with clients post-transaction to promote retention and address concerns promptly.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Built customer loyalty and retention by delivering excellent customer service experiences.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Developed strong rapport with customers and created positive impression of the business.
Program Aide / Lifegaurd
5 Years 3 Months
City and County of Honolulu - Parks and Recreation - Honolulu, Hawaii | 01.2010 - 04.2015
- Facilitated communication between program participants and management for enhanced service delivery.
- Coordinated logistics for equipment setup and maintenance to ensure operational efficiency.
- Assisted in organizing recreational programs and events for community engagement.
- Provided support in training new staff on program procedures and best practices.
- Oversaw daily operations of recreational facilities, ensuring compliance with regulations and standards.
- Developed creative solutions to improve participant experience in recreational offerings.
- Mentored junior aides, fostering skill development and teamwork within the department.
- Monitored participant progress closely and provided tailored support to optimize individual success within the program.
- Collaborated with fellow Program Aides to create a cohesive team environment focused on achieving shared goals.
- Assisted with maintenance of educational materials, and toys for Learn to Swim classes.
- Enhanced program effectiveness by identifying areas for improvement and implementing necessary changes.
- Streamlined program processes through careful evaluation, resulting in increased efficiency and productivity.
- Implemented a welcoming environment where children felt safe and secure and enjoyed interacting with others.
- Utilized positive reinforcement to help children develop communication, social engagement and collaboration skills.
- Assisted in the coordination of events and activities, fostering an engaging atmosphere for all participants.
- Participated in regular training sessions to stay up-to-date on best practices within the field, enhancing overall performance as a Program Aide.
- Provided excellent customer service while addressing inquiries from potential participants and stakeholders alike.
- Maintained accurate records of participant attendance, progress, and outcomes for data-driven decision-making purposes.
- Assisted with planning and coordinating day-to-day and special program activities.
- Supported planning and coordination of Swim programs generated for all ages, from toddlers to senior citizens and associated activities.
- Maintained an overall safe work environment with employee training programs and enforcement of safety procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Supervised aquatic safety protocols to ensure compliance with local regulations.
- Conducted regular inspections of pool facilities and equipment for maintenance and safety hazards.
- Provided first aid and emergency response in high-pressure situations, ensuring patron safety.
- Trained junior lifeguards on rescue techniques and emergency procedures to enhance team effectiveness.
- Developed and implemented safety drills, improving overall team preparedness and response time.
- Collaborated with park staff to promote swimming programs, increasing community participation and engagement.
- Monitored swimmer behavior to enforce rules, maintaining a safe environment for all patrons.
- Evaluated incident reports to identify trends, recommending procedural improvements for enhanced safety measures.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Ensured swimmer safety by vigilantly monitoring the pool area and enforcing rules.
- Monitored the safety of guests in and around the swimming pool.
- Provided friendly customer service to guests and addressed concerns.
- Maintained a clean and safe facility, performing necessary cleaning tasks on a daily basis.
- Attentively monitored swimmers to identify distress.
- Responded to emergency situations in a timely, efficient manner.
- Assisted swimmers in distress using appropriate rescue techniques based on individual needs and circumstances.
- Handled incident reporting accurately and efficiently, documenting any occurrences that required intervention or assistance from the lifeguard staff.
- Conducted routine water tests to maintain proper chemical balance, and ensure optimal swimming conditions for patrons.
- Observed weather and water conditions and alerted visitors to potential dangers, storms, and rip currents.
- Managed first aid supplies inventory, replenishing as needed to ensure availability during emergencies.
- Improved response times by conducting thorough lifeguard drills and training sessions.
- Participated in ongoing professional development opportunities to stay current on best practices in lifeguarding and water safety education.
- Supported swim lesson instructors in providing quality instruction to students of all ages and skill levels.
- Administered first aid and CPR, ensuring rapid response to accidents.
- Coordinated with emergency services for swift evacuations during severe weather threats.
- Collaborated with local schools to implement water safety programs, broadening community outreach.
- Organized beach events to foster a sense of community and promote water safety.
- Monitored water conditions to provide timely warnings about potential hazards.
- Completed daily pool maintenance duties by checking chlorine levels, pH levels and other water chemistry.
- Provided instruction and assistance to patrons on proper use of recreational equipment.
- Earned Water Safety Instructor certification and managed beachfront safety.
- Gave private lessons to special needs students and taught floating techniques and treading water.
Customer Service Representative /Internal Sales Representative
3 Years
Aloha Air Cargo - Honolulu, Hawaii | 03.2010 - 03.2013
- Inform customers of shipment arrivals
- Provide information of our services to customers
- Create bookings for a variety of shipments being sent to the neighboring Hawaiian Islands by air or by barge
- Answering phone calls in the Call Center
- Meet active customers at their place of business and researching and learning their business needs in order to better service them
- Making daily sales calls to businesses in Hawaii
- Providing rate quotes and spot quotes for customers
- Responsible for ensuring interline shipments are arranged and coordinated so it reaches its destination
- Responsible for researching the warehouse inventory and tracking shipments
- Provide immediate answers for customers by following up with calls and emails
- Managing accounts for designated customers
- Aware of Hazmat procedures and shipments
- Knowledge of IATA Regulations
- AOA Badge Certified
- Airport Motor Vehicle Operator's Permit Certified
- Provide Advisory reports to the Operations Department regarding large and / or unusual shipments
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed shipments and tracked deliveries using Aloha Air Cargo logistics software.
- Assisted customers in completing air cargo bookings, ensuring compliance with regulations.
- Coordinated with team members to streamline operations and enhance service efficiency.
- Analyzed customer feedback to identify areas for service enhancement and implement solutions.
Administrative Assistant
4 Years 2 Months
Dependable Hawaiian Express - Honolulu, Hawaii | 01.2006 - 03.2010
- Daily responsibility and researching of accounts payable and accounts receivable
- Assist receptionist in answering phone calls and other duties
- Assisting Dispatch daily by tracking drivers and preparing various driver's delivery routes for the next business day
- Responsible for researching and keeping track of the warehouse inventory and office inventory
- Scheduling the delivery of shipments to the customer
- Responsibility of billing customers for services provided
- Sales Representative
- Responsible for tracking, researching and resolving matters regarding all shipments that were classified as an overage, shortage, damaged or missent
- Provide information on our services to customers
- Assist in creating bookings for a variety shipments being sent domestically to the mainland, and neighboring Hawaiian Islands by air or by barge
- Providing rate quotes and spot quotes for customers
- Provide immediate answers for customers by phone calls and emails
- Managing accounts for designated customers
- Aware of Hazmat procedures and shipments
- Certified ISO:9001:2000 Auditor
- Managed office supplies inventory, ensuring availability while reducing costs through strategic vendor negotiations.
- Developed and maintained filing systems for documents, improving retrieval speed and accuracy for team members.
- Streamlined administrative processes by implementing digital tools, resulting in improved task management and reporting.
- Trained new administrative staff on company policies and procedures, fostering a collaborative team environment.
- Oversaw project timelines and deliverables, ensuring alignment with organizational objectives and deadlines.
- Provided exceptional customer service, addressing inquiries promptly and maintaining positive client relationships.
- Analyzed operational workflows to identify areas for improvement, contributing to enhanced productivity across departments.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on a daily basis.
- Established administrative work procedures to track staff's daily tasks.
- Performed research to collect and record industry data.
Sales Associate
5 Years 5 Months
Duty Free Stores - Hawaii - Honolulu, Hawaii | 08.2000 - 01.2006
- Fostered customer engagement by providing exceptional product knowledge and personalized service.
- Managed inventory levels, ensuring stock availability aligned with customer demand and sales trends.
- Trained and mentored new associates, enhancing team performance and service quality.
- Implemented promotional strategies to drive sales growth during peak seasons and special events.
- Streamlined checkout processes, improving transaction efficiency and reducing wait times for customers.
- Cultivated relationships with customers, resulting in repeat business and enhanced brand loyalty.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained a calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Conducted product demonstrations to highlight features and benefits, influencing purchase decisions.
- Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Developed strong rapport with customers and created a positive impression of business.
- Attended Japanese speaking training classes in order to interact daily with Japanese customers
Program Aide / Lifegaurd
6 Years 3 Months
Honolulu City and County - Parks and Recreation - Honolulu, Hawaii | 05.1997 - 08.2003
- Maintained safety and cleanliness of the pool facilities.
- Ensure the safety of the patrons
- Enforce the pool's rules and regulations
- Certified in First Aid, CPR, Lifeguarding, AED, and Epinephrine Auto Injector
- Learn to Swim Instructor: teach organized swim classes for toddlers, children, teens and adults.
- Facilitated communication between program participants and management for enhanced service delivery.
- Responded to emergency situations in a timely, efficient manner.
- Assisted swimmers in distress using appropriate rescue techniques based on individual needs and circumstances.
- Prevented accidents through regular equipment inspections and maintenance.
- Maximized customer satisfaction by greeting pool patrons with courtesy and resolving issues promptly.
- Reduced the number of rule violations with clear signage and consistent enforcement of policies.
- Conducted water quality tests to ensure health standards were met, preventing health issues among swimmers.
- Conducted regular training exercises to maintain high readiness for rescues and emergencies.
- Enhanced safety of beach visitors by enforcing swimming area boundaries and rules.
Education
Associate of Arts - Liberal Arts And Sciences
Leeward Community College - Pearl City, HI
05-2000
High School Diploma
Kamehameha Schools - Honolulu, HI
06-1992
Certificate of Graduation - Japanese
Pearl City Hongwanji - Pearl City, HI
06-1988
Skills
Customer service
Call center operations
Order processing
Client engagement
Sales techniques
Product and service solutions
Inventory management
Critical thinking
Languages
Japanese
Limited Working
Timeline
Customer Service Representative /Internal Sales Associate
Aloha Air Cargo Honolulu
06.2016 - 01.2026Read more
Customer Service Representative /Internal Sales Representative
Aloha Air Cargo
03.2010 - 03.2013Read more
Program Aide / Lifegaurd
City and County of Honolulu - Parks and Recreation
01.2010 - 04.2015Read more
Administrative Assistant
Dependable Hawaiian Express
01.2006 - 03.2010Read more
Sales Associate
Duty Free Stores - Hawaii
08.2000 - 01.2006Read more
Program Aide / Lifegaurd
Honolulu City and County - Parks and Recreation
05.1997 - 08.2003Read more
Leeward Community College - Associate of Arts, Liberal Arts And Sciences
Read more
Kamehameha Schools - High School Diploma,
Read more
Pearl City Hongwanji - Certificate of Graduation, Japanese
Read more