James Higgins
Covington,KY
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Ticketing/Gate Service Agent
American Airlines
06.2021 - Current
- Proficient in using reservation and ticketing systems, handling passenger check-in and boarding procedures, and managing flight schedules
- Maintained accurate records of passenger interactions, flight schedules, and other relevant information using American Airlines' proprietary software systems, ensuring that all data was up-to-date and accessible to relevant team members
- Re-routed hundreds of passengers each day during irregular operations finding alternative flights to destinations around the world following all federal guidelines for international documents.
- Handled baggage discrepancies effectively, reuniting lost luggage with owners quickly and accurately.
- Sold, printed and reissued available tickets to customers at check-in.
- Maintained clear communication between ground staff, flight crew, and other airport personnel to ensure smooth gate operations.
Customer Service Team Lead
Kroger Co.
11.2018 - 06.2021
- \Successfully led 12 customer service associates, providing training and coaching to improve their customer service skills and ensure that the store consistently met performance metrics
- Demonstrated exceptional communication skills by regularly updating team members on company policies, procedures, and customer service initiatives, and encouraging open dialogue and feedback
- Developed and implemented customer service initiatives, such as customer service training programs, resulting in improved customer satisfaction ratings and increased revenue
- Collaborated with other departments, including store management, human resources, and operations, to ensure that customer service standards were met and exceeded, and that team members received necessary support and resources
Education
High School Diploma -
Fleming County High School
Flemingsburg, KY06.2021
Skills
- Proficient in using reservation and ticketing systems
- Excellent communication and mathematical skills
- Meticulous attention to detail
- Working knowledge of Microsoft Office (Outlook, Word, Excel, Teams, etc)
- Knowledge of best practices within the travel industry
- Ability to work under pressure and meet specific deadlines
- Strong sense of urgency as well as the ability to adapt to change as needed
Timeline
Ticketing/Gate Service Agent
American Airlines
06.2021 - Current
Customer Service Team Lead
Kroger Co.
11.2018 - 06.2021
High School Diploma -
Fleming County High School