Janua Jarrett
Mesa,AZ
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
1
1
Certification
Work History
System Support Specialist
American Airlines
11.2024 - Current
- Support front-line airport staff with real-time events, including ticketing, passenger check-in functions, irregular operations recovery planning, and policies and procedure adherence, facilitating smooth operations.
- Maintain accurate documentation on all systems, ensuring ease of access and reference for troubleshooting purposes.
- Maintained strong communication with end-users to ensure their technical needs were met promptly.
- Support process and technology changes triggered by ancillary related initiatives.
- Support emergency drill functions and applications.
- Managed approximately 100+ calls per day from airport agents.
Premium Customer Service Coordinator
American Airlines
12.2023 - 11.2024
- Trained staff on best practices in customer engagement and conflict resolution techniques.
- Provided personalized support to premium customers, fostering loyalty through exceptional service.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Address escalated customer issues or concerns
- Evaluate and address staffing needs based on volume and irregular operations.
- Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
- Explained charges, fees, terms of sales, and service agreements to over 100 customers daily.
Customer Relations Specialist
American Airlines
04.2018 - 12.2023
- Strengthen customer relationships by listening to customer concerns, demonstrating empathy and resolving conflicts, issues and concerns swiftly.
- Apply highly effective investigation skills in time-sensitive, sometimes high-pressure, deadline driven environments.
- Collaborate with field team members to stay current on policy and procedures throughout organization to better assist customers.
- Entrusted to handle high profile elite customers direct assigned by leadership and executive desk.
- Scored in top 5% of employees for successful performance detail, number 1 in quality of file handling.
Flight Attendant/Inflight Training Instructor
Mesa Airlines
06.2016 - 04.2018
- Inflight training instructor/mentor for new hire flight attendants.
- Assisted in creating ground training procedures for over 100 employees.
- Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Drove passenger satisfaction by answering questions and providing solutions to issues arising during flights promptly.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
- Improved operations through consistent hard work, dedication and continued growth.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Manager
Madriver Farm Market
09.2014 - 06.2016
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Onboarded new employees, including training, mentoring and new hire documentation.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Organized events that increased sales by 55%.
Skills
- Building Customer Trust and Loyalty
- Extensive front line customer service experience
- Leadership
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Verbal and Written Communication
- Proactive Self-Starter
- Team-Oriented and Cooperative
- Cultural Awareness and Sensitivity
- Patient and Empathetic
- Remote support
Certification
- Inflight Instructor
Timeline
System Support Specialist
American Airlines
11.2024 - Current
Premium Customer Service Coordinator
American Airlines
12.2023 - 11.2024
Customer Relations Specialist
American Airlines
04.2018 - 12.2023
Flight Attendant/Inflight Training Instructor
Mesa Airlines
06.2016 - 04.2018
Manager
Madriver Farm Market
09.2014 - 06.2016