Elian Wong
Newark,NJ
Summary
Customer service professional with significant experience improving customer satisfaction and loyalty. Expertise in conflict management and team leadership within fast-paced environments, effectively resolving issues through strong communication and problem-solving skills. Adaptable and detail-oriented, focused on achieving operational goals under pressure.
Overview
6
6
years of professional experience
3
3
Certifications
Work History
Airport Customer Service Agent
ERMC
Newark, New Jersey
12.2025 - Current
- Delivered customer service to travelers by answering questions, resolving complaints, and directing them to necessary services.
- Resolved customer complaints and facilitated effective communication.
- Partnered with airline staff to improve customer experience through effective communication and support.
- Guided passengers on available services within airport terminal, ensuring they accessed necessary resources.
- Provided information on flight schedules and airport services.
- Ensured accurate completion of passenger documentation such as tickets, boarding passes, customs forms.
Manager
Planet Fitness
11.2022 - 04.2025
- Managed daily operations, staffing, payroll, and customer service at high-traffic Planet Fitness location, enhancing overall service delivery.
- Skilled in team development, scheduling, budgeting, and process improvement, with a proven record of boosting sign-up rates by 30% and increasing customer satisfaction by 25%.
- Balanced operational efficiency with people-first approach, resolved conflicts, and maintained compliance with health and safety standards to ensure a safe environment.
- Fostered teamwork and optimized workflows while achieving organizational goals through clear communication and strategic decision-making.
Customer Service
Planet Fitness
10.2019 - 11.2022
- Dedicated customer service professional with over 3 years of experience providing high-quality support in fast-paced, customer-focused environments.
- Exceeded service goals by efficiently resolving issues, personalizing interactions, and fostering customer loyalty.
- Recognized for empathetic communication, problem-solving, and maintaining composure under pressure.
- Trained and mentored new staff, managed escalated concerns with professionalism, and upheld company standards of excellence.
- Adapted to seamless transitions between front-line service, administrative support, and team collaboration roles.
Warehouse/fulfillment
Hello Fresh
01.2021 - 01.2022
- Assembled and packed frozen meal ingredients, ensuring compliance with food safety and quality standards.
- Experienced in operating pallet jacks, managing inventory flow, and supporting team efficiency in a fast-paced, temperature-controlled environment.
- Demonstrated reliability and attention to detail, consistently meeting productivity and safety goals.
- Performed food packaging and fulfillment operations with attention to quality and safety standards over 1 year as warehouse associate.
Education
Associate's - Biology
Essex County College
Newark, NJ01.2019
High school diploma -
St. Joseph Highschool
Georgetown, Guyana01.2017
Skills
- Team leadership
- Invoice preparation
- Customer service
- Complaint resolution
- Communication skills
- Team collaboration
- Staff training
- Conflict management
- Scheduling
- Effective problem solving
- Strong multitasking
- Adaptable under pressure
Certification
CPR/AED certified, 02/01/24
Timeline
Airport Customer Service Agent
ERMC
12.2025 - Current
Manager
Planet Fitness
11.2022 - 04.2025
Warehouse/fulfillment
Hello Fresh
01.2021 - 01.2022
Customer Service
Planet Fitness
10.2019 - 11.2022
Associate's - Biology
Essex County College
High school diploma -
St. Joseph Highschool