Dorothy Tupu
Westminster,CA
Summary
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
7
7
years of professional experience
Work History
Cargo Agent
Prime Flight
Costa Mesa, California
01.2023 - Current
- Managed agent onboarding processes to ensure seamless integration into the company.
- Coordinated training sessions for agents on new tools and policies.
- Coordinated training sessions on new tools and policy updates to enhance agent knowledge.
- Handled four major airlines with cargo needs American, Alaska, Southwest and Delta.
- Did weekly audits.
- Developed training materials to support agent performance improvement initiatives.
- Facilitated feedback collection from agents to improve service processes.
- Maintained accurate records of agent transactions and communications to support operational efficiency.
- Assisted in maintaining accurate records of agent transactions and communications.
- Collaborated with cross-functional teams to enhance agent service quality.
- Resolved issues by investigating concerns and providing effective solutions.
- Managed escalated calls from agents and supervisors to resolve complex issues.
- Developed strategies to improve overall customer service experience.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged customers with probing questions to accurately assess their service needs. to determine service needs and accurately input information into electronic systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Responded to incoming calls from customers with accurate and helpful information.
- Answered customer inquiries in a timely and professional manner.
- Utilized software such as CRMs or ticketing systems for tracking purposes.
- Processed payments for customers using the company's payment system.
- Processed adjustments to customer bills to resolve billing discrepancies and complaints. Refunded money to resolve customer service and billing complaints.
- Assisted customers with product selection based on their needs.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy.
- Led on- and off-site customer support teams across multiple time zones.
- Excelled in exceeding daily credit card application goals.
- Worked closely with other departments to meet deadlines or goals set forth by senior management.
- Coordinated schedules for training sessions and meetings as needed.
- Provided training on new processes or systems to fellow agents.
- Provided feedback to agents on policy changes and procedural updates regularly.
- Completed research to thoroughly understand client requirements.
- Participated in ongoing training programs related to job duties or responsibilities.
- Responded to incoming calls with accurate information and assistance for customer inquiries. and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively defused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Processed adjustments to customer bills to resolve billing discrepancies and complaints. Refunded money to resolve customer service or billing complaints.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Participated in ongoing training programs related to job duties or responsibilities.
- Completed research to thoroughly understand client requirements.
- Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy.
Caregiver
Home Business
Westminster, CA
01.2020 - 08.2022
- Assisted clients with bathing, dressing, and personal hygiene to promote dignity and comfort.
- Provided daily personal care to clients, ensuring comfort and safety.
- Supported mobility through transportation and physical assistance.
- Coordinated medication schedules and reminders to enhance adherence and client well-being.
- Followed the care plan and directions to administer medications.
- Monitored vital signs and medication use, documenting variances and responses to inform care adjustments.
- Maintained a clean and safe living environment for clients.
- Improved patient outlook and daily living through compassionate care.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Ensured client rights and maintained confidentiality of personal information during all interactions.
Education
GED -
Downey Adult School
Downey, CA06-2013
Skills
- Cargo logistics
- Shipping documentation
- Cargo documentation
- Cargo compliance checks
- Operational onboarding
- Agent training
- Transaction processing
- Records management
- Process improvement
- Cross-functional collaboration
- Client management
- Customer service
Timeline
Cargo Agent
Prime Flight
01.2023 - Current
Caregiver
Home Business
01.2020 - 08.2022
GED -
Downey Adult School