Justyna Kruk
Northampton,United States
Summary
Knowledgeable and dedicated customer service professional. 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, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Employment Specialist
Resources For Human Develoment
01.2023 - Current
- Full Time
- Maintained patient records, documenting changes in patient condition.
- Supported patient confidentiality in accordance with HIPAA regulations.
- Charted on each patient daily.
- Conducted assessments, interviews and job trials with clients to develop person-centered plans for employment and support.
- Marketed individual skills, abilities and interests to develop potential employment opportunities and secure community employment.
- Oversaw use, scheduling and operation of on-site training center and resources.
Psychiatric Rehabilitation Facilitator/Team Leader
Resource For Human Development
10.2020 - Current
- Per Diem
- Prepared and maintained records and case files detailing clients' personal and eligibility information, services provided and relevant correspondence.
- Assisted individuals with addressing disabilities and developing career plans.
- Consulted with interdisciplinary teams to enhance coordination of care, establish medical clearance and determine optimal timing of further interventions.
- Worked flexible hours; night, weekend, and holiday shifts.
- Mentored and guided employees to foster proper completion of assigned duties.
Lead Customer Service Representative
Lehigh Northampton Airport Authority
02.2022 - 08.2022
- Full Time
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Promptly responded to inquiries and requests from prospective passengers.
- Provided high level of passenger service to each person by engaging passengers and using active listening and effective interpersonal skills.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Assisted passengers with seat availability, gate announcements and flight status to increase boarding efficiency.
Flight Attendant
Allegiant Air
03.2021 - 02.2022
- Full Time
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Ensured safety and comfort of customers onboard aircraft.
- Demonstrated knowledge of aircraft safety features and emergency equipment.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
- Served beverages and food items from refreshment carts and provided information about in-flight offerings to passengers.
Customer Service Representative
Lehigh Northampton Airport Authority
02.2019 - 10.2020
- Full Time
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Engaged passengers to find amiable and appropriate solutions to transportation issues and conflicts.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Reviewed and updated passenger information to maintain up-to-date records for high-quality service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Supervisor
Worldwide Flight Services
08.2015 - 01.2016
- Full Time Temp
- Assisted in opening the new Spirit Airlines station in EWR.
- Strove for first call resolution by taking true ownership of customer needs and issues.
- Conducted departure and arrival briefings.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
- Produced and shared customer service reports to support management decision-making.
Customer Service Agent
Singapore Airlines Ltd. / ADR
08.2010 - 10.2012
- Full Time
- Handled passenger inquiries and suggestions courteously and professionally.
- Tracked passenger service lost baggage cases and updated world tracer software with passenger information.
- Helped large volume of passengers every day with positive attitude and focus on passenger satisfaction.
- Evaluated passenger information to explore issues, develop potential solutions, and maintain high-quality service.
- Clarified passenger issues and determined root cause of problems to resolve product or service complaints.
Education
Master of Arts - Social Work
Kutztown University of Pennsylvania
Kutztown, PA2027
Bachelor of Arts - Psychology
Montclair State University
Montclair, NJ05.2012
Skills
- Database Management
- Escalation Management
- Customer Support
- Multitasking and Organization
- Microsoft Office
- Customer Data Confidentiality
- Interpretation and Translation Services
- Calm and Professional Under Pressure
Languages
Polish
Native or Bilingual
Certification
- Adult First Aid/CPR/AED Training, Red Cross Certificate ID: 00UP6P6 - Valid until 6/21/24
- ServSafe Certification, Certificate Number: 23655309 - 3/15/23-3/15/28
Timeline
Employment Specialist
Resources For Human Develoment
01.2023 - Current
Lead Customer Service Representative
Lehigh Northampton Airport Authority
02.2022 - 08.2022
Flight Attendant
Allegiant Air
03.2021 - 02.2022
Psychiatric Rehabilitation Facilitator/Team Leader
Resource For Human Development
10.2020 - Current
Customer Service Representative
Lehigh Northampton Airport Authority
02.2019 - 10.2020
Supervisor
Worldwide Flight Services
08.2015 - 01.2016
Customer Service Agent
Singapore Airlines Ltd. / ADR
08.2010 - 10.2012
Master of Arts - Social Work
Kutztown University of Pennsylvania
Bachelor of Arts - Psychology
Montclair State University
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