Jacob Jalil
Customer Service Representative
New York
Summary
Proven expert in customer service and call handling, adept at managing high-volume calls with a focus on efficiency and satisfaction. At Spectrum, significantly reduced call handling time while maintaining quality support. Skilled in problem-solving and adaptability, ensuring compliance and safety as an Aircraft De-icer at AeroMag.
Overview
5
5
years of professional experience
1
1
Certification
2
2
Languages
Work History
Aircraft De-icer
AeroMag
12.2023 - Current
- Aligned closely with airline schedules, ensuring timely completion of necessary tasks before takeoff deadlines.
- Utilized advanced technology tools such as boom lifts effectively for precise application of deicing agents onto aircraft surfaces.
- Maintained proper documentation of all deicing activities for compliance with federal regulations and company policies.
- Provided exceptional customer service to airline crew and passengers, addressing concerns and answering questions about the deicing process.
- Enhanced aircraft safety by thoroughly deicing and removing snow, ice, and frost from planes.
Bilingual Customer Service Representative
32bj Seiu
02.2024 - 04.2024
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Call Center Representative
Spectrum
03.2020 - 02.2024
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
Associate of Science - Aviation
Vaughn College of Aeronautics And Technology
New York, NY 05.2001 -
Associate of Science - Criminal Justice
LaGuardia Community College
Long Island City, NY 05.2001 -
Skills
Reliable Time Management
Customer service
Effective Listening
In-Depth Product Knowledge
Expertise in Call Handling
Adaptability and flexibility
Problem-solving
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
Airport Driving Permit– Issued by Local Airport Authority.
Timeline
Bilingual Customer Service Representative
32bj Seiu
02.2024 - 04.2024
Aircraft De-icer
AeroMag
12.2023 - Current
Call Center Representative
Spectrum
03.2020 - 02.2024
Associate of Science - Aviation
Vaughn College of Aeronautics And Technology
05.2001 -
Associate of Science - Criminal Justice
LaGuardia Community College
05.2001 -
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