Jelani Lawrence
Arden,NC
Summary
Seeking a challenging position in hospitality where I can utilize my skills and contribute to the success of the company.
Overview
7
7
years of professional experience
Work History
CSA
CRJ Aviation
Fletcher, North Carolina
12.2023 - Current
- Provided customer service to travelers in the form of answering questions, resolving complaints, and providing directions.
- Ensured accurate completion of passenger documentation such as tickets, boarding passes, customs forms.
- Assisted new staff members with proper customer service techniques and policies.
- Assisted disabled passengers with special needs throughout their travels.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Built and maintained productive relationships with employees.
Stewart/Housekeeping
Biltmore estate
Asheville, NC
01.2019 - 01.2022
- Worked the 2019, 2021, and 2022 season at the Inn on Biltmore Estate
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Recognized by management for providing exceptional customer service.
- Delivered products to customer locations on time.
- Planned and completed group projects, working smoothly with others.
- Identified needs of customers promptly and efficiently.
Customer Service Representative-Email
24/7 Intouch- Lyft Account
01.2018 - 01.2019
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Mentored junior team members and managed employee relationships.
CSA
West-Jet Airline
Montego Bay, JA
01.2017 - 01.2018
- Performed check-in procedures for both domestic and international flights.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Provided excellent customer service in a friendly and professional manner.
- Communicated effectively with other departments to ensure the best customer experience possible.
- Maintained communication between ground crew and cockpit via radio transmissions.
- Assisted cabin crew members in pre-flight preparation tasks such as stocking food and beverage items and cleaning cabins.
Education
Cisco Certification in I.T - Information Technology
Montego Bay Community College
12.2016
High School Diploma -
Cornwell College
Montego Bay ,Jamaica12.2015
Skills
- Strong Work Ethic
- Goal-Oriented
- Customer service excellence
- Customer Service
- Microsoft Exchange
- Attention to Detail
- Interpersonal Communication
- Microsoft Office expertise
- High-energy attitude
- Decision-Making
- Calm and Professional Under Pressure
- Senior leadership support
- Adaptability and Flexibility
- Team building
- Task Prioritization
- MS Office
- Reliability
- Computer Skills
References
- Violet Rose, Managing Director, Cape Cod Workers Program, (774) 325-6281
- Jason Fernandez, Estate Manager, Marked Tree Vineyard, (828) 435-4099
- Bonnie Hiatt, Personal Reference, (208) 724-8742
Timeline
CSA
CRJ Aviation
12.2023 - Current
Stewart/Housekeeping
Biltmore estate
01.2019 - 01.2022
Customer Service Representative-Email
24/7 Intouch- Lyft Account
01.2018 - 01.2019
CSA
West-Jet Airline
01.2017 - 01.2018
Cisco Certification in I.T - Information Technology
Montego Bay Community College
High School Diploma -
Cornwell College