Summary
Overview
Work History
Education
Skills
Timeline
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James Masters

St. Petersburg,FL

Summary

Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 10+ years of service-focused experience.

Overview

17
17
years of professional experience

Work History

Customer Advocate Specialist

PODS Moving & Storage
02.2020 - Current
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Researched and resolved account and service problems with friendly, knowledgeable support.
  • Evaluated customer service standards, policies and procedures to verify customer service goal achievement.

Fight Attendant

Norwegian Airlines
03.2014 - 07.2018
  • Followed company regulations and rules to promote safe environment for travelers and employees.
  • Ensured safety and comfort of customers onboard aircraft.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
  • Facilitated boarding process by greeting passengers upon arrival to aircraft and providing direction to seats.
  • Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.

Customer Service Associate

Target
05.2012 - 06.2014
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Cabin Crew

Southwest Airlines, SWA
05.2006 - 02.2012
  • Cleaned and serviced aircraft cabin, galleys and lavatories.
  • Followed company regulations and rules to promote safe environment for travelers and employees.
  • Ensured safety and comfort of customers onboard aircraft.
  • Resolved passenger conflicts and medical emergencies during flights.
  • Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
  • Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
  • Answered passenger questions and provided solutions to issues arising during flights.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
  • Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
  • Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
  • Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
  • Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
  • Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
  • Used excellent customer service skills in addressing passengers' needs.
  • Performed pre-flight cabin checks to maintain operational safety equipment.
  • Responded to passenger emergencies to provide first aid.
  • Monitored cabin during flights and responded to passenger inquiries or issues.

Education

High School Diploma -

Point Pleasant Beach High School
Point Pleasant Beach, NJ
06.1995

Skills

  • Billing Inquiry Resolution
  • Renewal Opportunities
  • Consumer Research
  • Document Review Skills
  • Client Relationships
  • Till Counting
  • Electronic Systems
  • Productivity Standards
  • Customer Service
  • High-Volume Environments

Timeline

Customer Advocate Specialist

PODS Moving & Storage
02.2020 - Current

Fight Attendant

Norwegian Airlines
03.2014 - 07.2018

Customer Service Associate

Target
05.2012 - 06.2014

Cabin Crew

Southwest Airlines, SWA
05.2006 - 02.2012

High School Diploma -

Point Pleasant Beach High School

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James Masters