Emi Aiko
Summary
Dedicated Customer Service Trainer with a strong background in employee training and conflict resolution. Proven ability to enhance employee engagement and align training with company goals.
Overview
1
1
Language
21
21
years of professional experience
Work History
Customer Service Trainer
Alaska Airlines
09.2010 - Current
- Created comprehensive training materials for customer service representatives, enhancing knowledge and skills across all levels.
- Developed and implemented customer service training plans and objectives.
- Facilitated workshops to enhance employee engagement and service skills.
- Coordinated onboarding programs for new hires in customer service roles.
- Assessed training effectiveness through structured feedback and performance evaluations, ensuring alignment with service standards.
- Mentored staff on conflict resolution and problem-solving techniques.
- Provided guidance and feedback to employees on how to improve their customer service skills.
- Collaborated with management to align training with company goals and standards.
- Collaborated with managers to ensure that all staff members are up-to-date on changes in policies or procedures related to customer service.
- Maintained detailed records of employee performance during customer service training sessions.
- Monitored and documented training activities to evaluate program effectiveness and inform future training initiatives.
- Served as a resource person for questions about the company's products or services from both internal staff members and external customers.
Customer Service Agent
Alaska Airlines
04.2007 - 09.2009
- Resolved customer inquiries and complaints through effective communication.
- Resolved customer complaints to improve overall service experience.
- Processed ticket changes and refunds to enhance customer satisfaction.
- Assisted passengers with check-in procedures and boarding processes.
- Educated customers on baggage policies and travel guidelines.
- Coordinated with airport staff to facilitate timely flight departures.
- Maintained a positive attitude while managing high-pressure situations.
- Collaborated with team members to enhance service quality and efficiency.
Customer Service Representative
Japan Airlines Passenger Service
04.2005 - 04.2007
Education
High School Diploma -
Kamagaya High School
Kamagaya-shi Chiba Japan03-1983
Some College (No Degree) - English
New Colledge of California
San Francisco, CASkills
- Customer service
- Employee training
- Training evaluation
- Program development
- Performance evaluation
- Conflict management
- Client relationship management
Languages
Japanese
Full Professional
Timeline
Customer Service Trainer
Alaska Airlines
09.2010 - Current
Customer Service Agent
Alaska Airlines
04.2007 - 09.2009
Customer Service Representative
Japan Airlines Passenger Service
04.2005 - 04.2007
High School Diploma -
Kamagaya High School
Some College (No Degree) - English
New Colledge of California