Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

Jennifer Gaston

Lawrenceville,NJ

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 and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Airline industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. 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 and cultivating partnerships

Overview

28
28
years of professional experience

Work History

Customer Service Team Leader

United Airlines
Newark, NJ
12.1993 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Communicated professionally with colleagues, freelancers and clients.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained staff on operating procedures and company services.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Cross-trained and backed up other customer service managers.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Implemented and developed customer service training processes.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Provided ongoing guest service.

Education

Ridgewood High School
Ridgewood, NJ

Skills

  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure
  • Customer Care
  • Responding to Difficult Customers
  • Service Standard Compliance
  • Upbeat and Positive Personality
  • Courteous with Strong Service Mindset
  • Staff Meetings
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Efficient and Detail-Oriented
  • Employee Guidance
  • Information Updates
  • Team-Building Exercises
  • Corporate Standards
  • Operational Efficiency
  • Professional Relationships
  • Behavior Identification
  • Special Assignments
  • Excellent Attention to Detail
  • Proactive Self-Starter
  • Policy and Procedure Adherence
  • Promoting Brand and Company Identity
  • Patient and Empathetic
  • Establishing and Maintaining Customer Relationships
  • Team-Oriented and Cooperative
  • Cultural Awareness
  • Computer Proficiency

Accomplishments

  • Collaborated with team in the development of the Service Recovery department.
  • Acting Supervisor at gates and NOCC
  • Achieved Better Boarding through effectively helping with the implementation of the "Better Boarding" product.
  • Facilitator of the Newark Together program.
  • Participant on the Consistency Team
  • Participated in developing standards and procedures with the McKenzie team
  • Facilitator in the PSS program
  • Developed and facilitated training for proficiency when working overbooked flights.
  • Self taught the new Volare program
  • Participated in Humanitarian projects.


Additional Information

I began my airline career with America West Airlines in Newark , NJ as a cross-utilized agent.. I started as a ramp employee and quickly advanced to Ramp Lead. I was then taught gate and ticket counter skills. After that I was asked to join the Operations team, where I became proficient in Load Planning. I then changed companies, being hired by Continental Airline in Burlington Vermont. I was cross-uitilized there as well and was tasked with addition accounting responsibilities. Two months in, I was then added to a traveling training team, where I worked with several new stations to help train new hire employees. I transferred to Newark in 1994 and have participated in many different projects over the last 28 years.

Timeline

Customer Service Team Leader

United Airlines
12.1993 - Current

Ridgewood High School

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Jennifer Gaston