Eman Ahmed
Jersey City,NJ
Summary
Experienced customer service professional with 10+ years in high-volume environments, skilled in handling complex account inquiries, billing issues, and payment processing. Adept at delivering courteous, first-call resolution and working within established goals to enhance customer satisfaction. Self-starter with strong data entry, multi-tasking, and analytical skills. Proficient in Windows and has dedication to fostering an inclusive and respectful work environment. Fluent in Arabic, with a keen focus on providing efficient, accurate, and positive interactions.
Overview
16
16
years of professional experience
Work History
Airport Operations Lead Crew Member
JetBlue Airways
Newark, NJ
04.2017 - 03.2024
- Handled inbound inquiries with a high degree of courtesy and professionalism, focusing on first-call resolution and maintaining customer satisfaction
- Used web-based tools to analyze customer accounts, explain policies, and offer solutions, achieving consistent results in a fast-paced environment
- Processed transactions, provided detailed explanations on billing, and resolved account issues to meet quality and satisfaction goals
- Trained new team members on account management procedures, emphasizing accuracy and professionalism in customer interactions
- Made financial decisions to resolve payment issues, collected payments, and protected revenue through timely account adjustments.
Lead Transportation Security Officer
Transportation Security Administration
Newark, NJ
06.2013 - 01.2016
- Managed high-volume customer interactions, providing clear and concise information to ensure smooth security processes and customer understanding
- Demonstrated excellent communication and problem-solving skills, contributing to an inclusive, respectful environment for diverse travelers
- Delivered first-call resolution for passenger concerns, escalating issues as needed to enhance satisfaction while adhering to security standards.
Customer Service Agent
Avis Car Rental
Jersey City, NJ
09.2008 - 04.2010
- Handled inbound inquiries with a high degree of courtesy and professionalism, focusing on first-call resolution and maintaining customer satisfaction
- Used web-based tools to analyze customer accounts, explain policies, and offer solutions, achieving consistent results in a fast-paced environment
- Processed transactions, provided detailed explanations on billing, and resolved account issues to meet quality and satisfaction goals
- Trained new team members on account management procedures, emphasizing accuracy and professionalism in customer interactions
- Made financial decisions to resolve payment issues, collected payments, and protected revenue through timely account adjustments.
Education
Diploma -
South Plainfield High School
Plainfield, New JerseySkills
- Customer Service Excellence & First-Call Resolution
- Billing Support, Account Processing & Payment Agreements
- Conflict Resolution & Problem Solving
- Multi-tasking & Data Entry Accuracy
- Fluent in Arabic
- Inclusive Communication & Respect for Diversity
Timeline
Airport Operations Lead Crew Member
JetBlue Airways
04.2017 - 03.2024
Lead Transportation Security Officer
Transportation Security Administration
06.2013 - 01.2016
Customer Service Agent
Avis Car Rental
09.2008 - 04.2010
Diploma -
South Plainfield High School