Jonelle Pollard
10 Cooper St, Bayonne,NJ
Summary
Proven leader in customer service, adept at problem-solving and critical thinking, with a track record of enhancing customer satisfaction and team productivity. Skilled in computer literacy and adaptability, successfully managed high-stress situations, boosting service quality and efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Representative/Gate Agent
United Airlines
Newark, NJ
03.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Provided assistance with ticketing, baggage handling, and boarding procedures.
- Answered customer inquiries regarding flight schedules, destinations, fares, and regulations.
- Communicated important information to passengers regarding delays or cancellations due to weather or mechanical issues.
Lead Passenger Service Agent
United Ground Express
Newark, NJ
01.2020 - 03.2022
- Received and dispatched calls for wheelchair services.
- Ensured that all safety protocols were followed when assisting customers with the selection of a suitable wheelchair.
- Provide breaks to agents.
- Greeted customers, answered questions and discussed services.
- Communicated with gate agents to coordinate assistance boarding.
- Furnished customers with information on routes, gates, and terminals to assuage baggage and boarding concerns.
Retail Supervisor
Stellar Inc
Newark, NJ
07.2018 - 04.2019
- Assisted in training new employees on product knowledge, customer service and cash handling procedures.
- Supervised daily operations of the store including opening and closing routines, inventory management and stocking shelves.
- Provided guidance to staff members regarding customer service techniques and problem resolution strategies.
- Monitored sales performance of team members to ensure goals were met or exceeded expectations.
Floor Supervisor
Select Home Warranty
Brooklyn, NY
11.2015 - 07.2018
- Resolved conflicts among staff members diplomatically, maintaining a harmonious working environment conducive to productivity.
- Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into the team.
- Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
Education
High School Diploma -
New Amsterdam Secondary School
Berbice Guyana07.2009
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Computer Literate
Time Management
Adaptability
Timeline
Customer Service Representative/Gate Agent
United Airlines
03.2022 - Current
Lead Passenger Service Agent
United Ground Express
01.2020 - 03.2022
Retail Supervisor
Stellar Inc
07.2018 - 04.2019
Floor Supervisor
Select Home Warranty
11.2015 - 07.2018
High School Diploma -
New Amsterdam Secondary School