Summary
Overview
Work History
Education
Skills
References
Timeline
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Halima Mohamed

Columbus,OH

Summary

Dynamic Customer Service Representative with over 10 years of experience in high-pressure environments, consistently surpassing team goals and performance targets. Recognized for exceptional communication skills in English, Afar, and Amharic, enabling effective engagement with diverse clientele. Resourceful Supervisor skilled in promptly resolving critical issues while fostering a collaborative team atmosphere. Committed to continuous improvement and staff motivation, driving teams to excel in service delivery.

Overview

13
13
years of professional experience

Work History

Supervisor

J.P Morgan Chase
Columbus, OH
03.2021 - 06.2025
  • Ticket bookings
  • World Span
  • Customer Error Support
  • Hotel reservations
  • Car Rentals
  • Sabre

CxLoyalty

J.P Morgan Chase
Columbus, OH
10.2020 - 01.2021
  • Ticket bookings
  • World Span
  • Customer Error Support
  • Hotel reservations
  • Car Rentals
  • Job includes booking tickets thru all airlines with member reward points, hotels and car rentals.
  • Also supports card members with escalations involving errors rather a refund, write off or rebooking.
  • Assist with chat support and coaching with team members.
  • Skilled in multiple departments that support multiple banks other than Chase.
  • Average between 15-50 calls a day.

Customer Services Agent

Airport Terminal Services (ATS)
Columbus, OH
09.2017 - 10.2020
  • Delayed bags
  • Damaged bags
  • Missing items
  • Mishandling of items
  • Status of any baggage claims
  • Responsible for check in of passengers for domestic and international travel using computerized systems, verification of documentation for international flights.
  • Sell tickets, check baggage, and monitored carry-on baggage for size and quantity.
  • Collect checked bag fees at gate, and assign seats.
  • Conduct preflight announcement and provided information for arrival and departure of schedule flights.
  • Assist customers with special needs and quickly address and resolve customer complaints.
  • My duties involved providing legendary customer service by handling cargo and baggage service, directing and servicing aircraft and related activities on the airport ramp.

Barista

Starbucks
Columbus, OH
02.2015 - 07.2017
  • Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins
  • Learned every menu preparation and numerous off-label drinks to meet all customer needs
  • Recommended products based on solid understanding of individual customer needs and preferences
  • Maintained supply levels in counter and customer areas to meet typical demands
  • Cleaned counters, machines, utensils and seating areas daily
  • Cultivated ability to recall customers' names and address each by name
  • Educated staff by sharing knowledge and expertise of coffees, teas and merchandise
  • Maintained regular and consistent attendance and punctuality
  • Constantly expanded personal knowledge of coffee styles and varieties
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge

Customer Service Representative

Teleperformance
Columbus, Ohio
03.2012 - 02.2015
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Communicated with vendors regarding back-order availability, future inventory and special orders
  • Responded to customer requests for products, services and company information
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
  • Educated customers on promotions to enhance sales
  • Regularly exceeded daily sales and product add-on quotas
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Consulted with outside parties to resolve discrepancies and create effective solutions
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions

Education

Associate of Arts - Criminal Justice AAS

Columbus State Community College
Columbus, OH
12.2018

Skills

  • Proficient in Microsoft Word
  • Advanced Excel proficiency
  • Proficient in Adobe Illustrator
  • Adobe Photoshop proficiency
  • Adobe InDesign proficiency
  • Vendor negotiation expertise
  • Professional writing skills
  • Effective verbal communication
  • Effective public speaking
  • Effective organizational skills
  • Building trust
  • Relationship development
  • Team coaching
  • Customer support resolution
  • Effective complaint resolution

References

Available Upon Request

Timeline

Supervisor

J.P Morgan Chase
03.2021 - 06.2025

CxLoyalty

J.P Morgan Chase
10.2020 - 01.2021

Customer Services Agent

Airport Terminal Services (ATS)
09.2017 - 10.2020

Barista

Starbucks
02.2015 - 07.2017

Customer Service Representative

Teleperformance
03.2012 - 02.2015

Associate of Arts - Criminal Justice AAS

Columbus State Community College

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