Dysaneik Jones
Euless
Summary
Customer Service Coordinator with 5+ years of experience in airline operations and high-volume customer service environments. Proven ability to manage escalated situations, support efficient passenger flow, and maintain service excellence during delays and irregular operations. Strong collaborator with a focus on safety, efficiency, and delivering exceptional passenger experiences.
Overview
8
8
years of professional experience
Work History
Customer Service Coordinator
American Airlines
Dallas, TX
11.2021 - 02.2025
- Provided outstanding customer service by proactively addressing client needs and efficiently resolving issues.
- Addressed escalated customer issues with empathy and patience, ensuring effective resolution.
- Mentored junior team members to foster a collaborative and positive work environment.
- Conducted regular quality assurance assessments on customer service interactions to drive team performance improvements.
- Streamlined passenger check-in processes to enhance service efficiency.
- Optimized passenger boarding procedures to maximize operational efficiency.
- Orchestrated collaboration with airline staff to efficiently resolve delays and cancellations.
ISC Support
Allstate Insurance
Charlotte, NC
12.2020 - 10.2021
- Demonstrated exceptional verbal and written communication abilities.
- Collaborated effectively within a team environment to deliver support and guidance.
- Demonstrated ability to operate autonomously while contributing effectively within team settings.
- Optimized time management strategies to ensure timely completion of all tasks.
- Applied critical thinking to analyze complex problems, evaluate potential solutions, and make informed decisions.
- Demonstrated adaptability and proficiency in rapidly acquiring new concepts and skills.
- Facilitated daily operations by collaborating effectively with team members.
Customer Care Agent
Hilton Grand Vacations
Las Vegas, NV
01.2019 - 11.2020
- Facilitated guest inquiries regarding purchased packages and upcoming vacation details.
- Delivered comprehensive and precise information to guests during each telephone interaction.
- Assisted in organizing tour presentations by coordinating accommodations and managing promotional materials. Supported team members in delivering information about premium offerings to enhance customer experience. Facilitated communication between departments to streamline presentation logistics.
- Resolved issues for dissatisfied guests to enhance overall guest experience.
- Managed inbound calls from guests in response to direct mail, email, and web advertising campaigns.
- Captured guest names and phone numbers from inbound calls and entered data into RCC system.
- Facilitated management in executing special projects focused on enhancing customer service.
- Safeguarded confidentiality and security of sensitive guest information.
- Managed escalated calls with professionalism, effectively addressing client concerns and preserving business relationships.
Technical Support
Cox Communication
Chesapeake, VA
02.2017 - 11.2018
- Answered incoming calls from customers with order inquiry and/or trouble reports.
- Provided customers with order status, service activation support for Voice service calling features, voice activation support for data service PC configuration, home router configuration, and/or email/internet applications.
- Dispatched trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
- Strong communications skills
Education
High School Diploma -
The Bible Speaks Academy
Brooklyn, NYBachelors of Science - Healthcare Administration
ECPI/MCI
Newport News, VA03.2017
Honorable - undefined
United States Army
04.2011
Skills
- Facilitated passenger assistance by addressing inquiries and providing support during travel
- Established and maintained a flexible work schedule to enhance productivity and work-life balance
- Driven to achieve objectives and exceed expectations
- Guided team members in skill development and knowledge enhancement Supported colleagues in achieving personal and professional growth Assisted in creating a collaborative learning environment
- Demonstrated advanced problem-solving capabilities to address complex challenges
- Assisted in airline operations and provided passenger support Handled escalation and resolved conflicts effectively Managed irregular operations to minimize disruptions Enhanced customer experience and promoted retention strategies Supported team training and mentorship initiatives Facilitated call center operations to improve service delivery Conducted data entry and utilized CRM systems efficiently Collaborated using Microsoft Teams for effective communication
Timeline
Customer Service Coordinator
American Airlines
11.2021 - 02.2025
ISC Support
Allstate Insurance
12.2020 - 10.2021
Customer Care Agent
Hilton Grand Vacations
01.2019 - 11.2020
Technical Support
Cox Communication
02.2017 - 11.2018
High School Diploma -
The Bible Speaks Academy
Bachelors of Science - Healthcare Administration
ECPI/MCI
Honorable - undefined
United States Army