Joshua Kalup
Conroe,Texas
Summary
Decisive Customer Service Associate ready to take on new challenges to help great company succeed. Proactive professional highly skilled in customer communication and serving their needs in the most professional way possible. Known for having dynamic work ethic and being team player.
Overview
10
10
years of professional experience
Work History
Airline Reservation Agent
United Airlines
08.2021 - Current
- Provided thorough guidance on travel-related matters such as passport requirements and luggage restrictions, enabling passengers to adequately prepare for their flights.
- Collaborated with other departments to ensure seamless travel arrangements for customers, including coordinating flights with ground transportation services.
- Contributed to a positive work environment through collaboration with colleagues and adherence to company policies and procedures.
- Increased repeat business by building strong relationships with clients through attentive listening and personalized recommendations based on their preferences.
- Delivered exceptional service under pressure by maintaining composure during peak hours or difficult situations involving flight delays or cancellations.
- Played a key role in maintaining high levels of customer satisfaction, receiving consistently positive feedback from clients on performance evaluations.
- Supported the customer service team by promptly addressing inquiries and resolving issues related to reservations.
- Enhanced customer satisfaction by efficiently processing airline reservations and ticket purchases.
- Ensured timely follow-up with clients regarding changes in itineraries or flight status updates, keeping them informed throughout their journey.
- Maintained high levels of accuracy in data entry, ensuring all reservation details were correct and uptodate.
- Participated in ongoing training programs to stay current on industry trends and best practices, ultimately providing better service to customers.
- Demonstrated strong communication skills when assisting passengers with special needs or requests, ensuring a comfortable travel experience for all.
- Proactively identified potential issues before they escalated by monitoring flight statuses closely, leading to smoother customer experiences overall.
- Handled sensitive client information responsibly, protecting privacy and adhering to company confidentiality guidelines at all times.
- Streamlined reservation processes for quicker response times and improved customer experiences.
- Assisted in reducing company costs by identifying opportunities for discounts or promotions during the booking process.
- Demonstrated adaptability by seamlessly transitioning between different software systems and airline-specific reservation platforms as needed.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Generated and reported performance metrics to management to inform decision-making.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Checked in average of [Number] passengers per flight.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Barista
Starbucks
08.2020 - 08.2021
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Maintained regular and consistent attendance and punctuality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
- Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
- Demonstrated expertise in various brewing techniques, ensuring consistent quality across all drinks served.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Solved equipment malfunctions swiftly, minimizing downtime and ensuring continuous service.
- Conducted regular quality control checks to uphold highest standards of food and beverage service.
- Initiated customer feedback system to gather insights for continuous improvement of service and product offerings.
- Cultivated positive and inviting caf�� atmosphere, encouraging repeat business and word-of-mouth referrals.
- Created seasonal beverage menu, driving increased interest and sales during holiday periods.
Gas Station Clerk
Shell Gas Station
03.2020 - 08.2020
- Maintained clean and orderly work station.
- Checked customer identification for alcohol, cigarette, and lottery sales.
- Provided accurate cash handling and timely transactions, ensuring smooth operations at the register.
- Enhanced customer satisfaction by providing efficient and friendly service at the gas station.
- Managed inventory and restocked shelves as needed to maintain adequate product availability.
- Delivered exemplary customer service and warmly greeted guests.
- Replenished products on shelf, rotated products and confirmed adherence to code dating procedures.
- Completed end-of-shift paperwork accurately and promptly for seamless handoff between shifts.
- Cleaned up gas and other spills in accordance with spill procedures.
- Assisted in maintaining back room operations by unloading deliveries.
- Collaborated with team members to complete tasks efficiently, contributing to a positive work environment.
- Conducted regular price checks to ensure accuracy in pricing for customers.
Seasonal Associate
Cost Plus World Market
10.2019 - 01.2020
- Work cash registers
- Helped customers in the most effective and productive way
- Stocked and recovered departments
- Loading and unloading heavy furniture to and from customer vehicles
- Marked down prices
- Take the trash out
- Cleaned messes that occurred in the work place while following procedures
- Did inventory and food expiration reports
- Worked overnight stocking and truck unloading
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Associate
Lowes
04.2015 - 10.2019
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions
- Identified needs of customers promptly and efficiently
- Recorded and resolved multiple transactions daily
- Coordinated services with external companies to check whether utility installations were completed on schedule
- Worked and certified with power equipments to do certain tasks
- Learned how to mix paint, cut blinds, cut wire shelves and cut keys
- Sold appliances and custom blinds to customers
- Work the cash registers
- Use office word and excel
- Restock, clean, and recover departments
- Set up installs and appointments for customers with third party services
- Load heavy products for customers
- Unload freight from truck
- Cleaned messes that occurred in the workplace while following procedures
- Worked multiple departments other than mine simultaneously when needed
- Trained and qualified to work with hazardous materials
Education
Associate of Arts -
Lone Star College System
College Park, TXHigh School Diploma -
Oak Ridge High School
Conroe, TX05.2014
Skills
- Customer interaction
- Oral communication
- Attention to detail
- Scheduling and calendar management
- Billing and invoicing
- Professional and mature
- Team collaboration
- Database entry
- Office Excel proficient
- Scanning and copying
- Office Word proficient
- Document editing
- Customer service
- Power equipment
- Airline reservation systems
- Travel industry experience
- Strong attention to detail
- Time management expertise
- Professionalism and courtesy
- Reservation software expertise
- Sales and upselling techniques
- Conflict resolution techniques
- Ticketing and booking procedures
- Baggage policies familiarity
- Frequent flyer programs
- Airport codes knowledge
- Telephone reservations
- Phone etiquette
- Customer engagement
- Telephone reception
- Reservation software
- Call control
- Travel bookings
- Upselling proficiency
- Transportation information
- Teamwork
- Teamwork and collaboration
- Quick thinking
- Problem-solving
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Cash handling
- Detail-oriented
- Relationship building
- Phone and email etiquette
- Passenger assistance
- Task prioritization
- Self motivation
- Product knowledge
- Complaint handling
- Professionalism
- Quality control
- Payment processing
- Documentation and reporting
- Record keeping
- Time management abilities
- Continuous improvement
- Issue resolution
- Inventory management
- Adaptability
- Written communication
- Professional demeanor
- Cultural awareness
- Crisis management
- Multitasking Abilities
Timeline
Airline Reservation Agent
United Airlines
08.2021 - Current
Barista
Starbucks
08.2020 - 08.2021
Gas Station Clerk
Shell Gas Station
03.2020 - 08.2020
Seasonal Associate
Cost Plus World Market
10.2019 - 01.2020
Associate
Lowes
04.2015 - 10.2019
High School Diploma -
Oak Ridge High School
Associate of Arts -
Lone Star College System
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