Jaeya Reale
Penfield
Summary
Dynamic customer service leader with a proven track record at United Ground Express, excelling in customer complaint resolution and effective problem-solving. Skilled in payroll management and fostering team collaboration, I enhance customer satisfaction by swiftly addressing complex issues and mentoring staff to achieve high performance.
Overview
27
27
years of professional experience
Work History
Customer Service Lead
United Ground Express
10.2023 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Worked Flights and handled over sales
Customer Service Supervisor
Unifi
12.2015 - 10.2023
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Handled Payroll and employee scheduling
- Created, prepared, and delivered reports to various departments.
Customer Service Lead
Envoy Airlines
10.2012 - 12.2015
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
Customer Service Representative
Continental Express Airlines
03.1998 - 10.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Worked flights both Above the wing and Below the wing
- Operations trained
- Baggage Service trained
- GSC trained
Education
Associate of Arts - Travel And Tourism
Monroe Community College
Rochester, NY06-1998
Skills
- Customer complaint resolution
- Effective problem resolution
- Payroll management
- GSC Qualified
Timeline
Customer Service Lead
United Ground Express
10.2023 - Current
Customer Service Supervisor
Unifi
12.2015 - 10.2023
Customer Service Lead
Envoy Airlines
10.2012 - 12.2015
Customer Service Representative
Continental Express Airlines
03.1998 - 10.2012
Associate of Arts - Travel And Tourism
Monroe Community College
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