Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Timeline
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FRANK GOODIN

Summary

Customer Service Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.

Overview

6
6
years of professional experience

Work History

Customer Service Agent/Gate and Ticket

Delta Airlines
05.2022 - Current
  • Greet and assist passengers at the airline gate and ticket counter
  • Check in passengers and issue boarding passes
  • Provide information on flight schedules, delays, and cancellations
  • Handle baggage check-in and ensure compliance with airline policies
  • Assist passengers with special needs or requests
  • Process ticket sales and reservations
  • Coordinate with other airline staff to ensure smooth boarding and departure process
  • Adhere to airline safety and security procedures
  • Maintain a professional and courteous demeanor at all times
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Logistics Specialist

Xpo logistics
05.2022 - 07.2022
  • As the Specialist, Logistics, the attention to the small details and strong work ethic will ensure operations continue to run smoothly
  • We play a critical role in helping continue to deliver superior service to our customers
  • Schedule, coordinate and monitor drivers and equipment to ensure daily transportation operations run safely, efficiently and on time
  • Assist in developing, planning and modifying daily schedules, and notifying customer service and the operations manager about the status of shipments
  • Properly monitor shipments for customers to ensure on time, accurate and satisfactory deliveries
  • Troubleshoot and proactively resolve shipment discrepancies as needed
  • Enter data into the transportation management system, and maintain and generate required reports; properly process, audit and file various documentation
  • Communicate with customers, employees and the management team to ensure necessary requirements are met

Shift Supervisor

Starbucks
10.2020 - 05.2021
  • This position contributes to Starbucks success by assisting the store manager in executing store operations during scheduled shifts
  • This job deploys partners and delegates tasks so that partners can create and maintain the Starbucks Experience for our customers
  • Models and acts in accordance with Starbucks guiding principles
  • Trained new employees and delegated daily tasks and responsibilities.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.

Key Holder

Abercrombie kids
10.2018 - 03.2020
  • A Full-Time Key Holder helps drive the business through leadership and is actively involved in ensuring a differentiated customer experience
  • They can initiate conversations and connect with the customer by communicating in a genuine and articulate way; one that ensures the customer is always the priority
  • Customer Experience
  • Store Presentation and Sales Floor
  • Communication
  • Asset Protection and Shrink
  • Policies and Procedures
  • Training and Development

Education

Certificate - Human Resources Management

Coursera
09-2022

Skills

  • Creativity
  • Interpersonal Skills
  • Critical Thinking
  • Problem Solving
  • Public Speaking
  • Customer Service Skills
  • Teamwork Skills
  • Communication
  • Collaboration
  • Active Listening
  • Empathy
  • Leadership skills
  • Outstanding communication skills
  • Problem resolution
  • Data entry
  • Customer service
  • Empathetic and genuine
  • Customer complaint resolution

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned marks for customer satisfaction, company-wide.

Hobbies and Interests

  • Traveling
  • Photography
  • Reading

Timeline

Customer Service Agent/Gate and Ticket

Delta Airlines
05.2022 - Current

Logistics Specialist

Xpo logistics
05.2022 - 07.2022

Shift Supervisor

Starbucks
10.2020 - 05.2021

Key Holder

Abercrombie kids
10.2018 - 03.2020

Certificate - Human Resources Management

Coursera

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FRANK GOODIN