Junelle Cacal
Anahola,HI
Summary
Customer-focused professional with successful years in the Aviation industry. Strong leader and problem-solver. Uses decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Air Ventures Hawaii
05.2021 - Current
- Managed a team of customer service representatives as well as pilots, fostering a positive work environment focused on teamwork and collaboration.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Oversee everyday operations
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Monthly CSR and Pilot schedules
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
- Payroll and Invoicing
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Client Services Representative
Atlantic Aviation Inc
07.2019 - Current
- Customer Service, phone, and computer Skills
- Reserve Car Rentals / Hotel accommodations for crew and passengers
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Aviation Fuel knowledge
- Streamlined processes for efficient client communication, resulting in improved customer retention rates.
- Billing knowledge
- Developed customized solutions for clients, addressing their unique requirements and preferences.
Customer Service Representative
Safari Aviation
11.2017 - 03.2020
- Completing the weight and balance of the Helicopter for pilots
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for tours and company information.
- Delivered exceptional customer service to every customer by creating welcoming and positive experiences.
Education
High School Diploma -
Kapaa High School
Kapaa, HI05.2012
Skills
- Aviation
- Phone etiquette
- Customer Service
- Problem-Solving
- MS Office Word, and Powerpoint
- Multitasking
- Decision Making
- Team Leadership
- Staffing Coordination
- Training and Mentoring
- Complaint Resolution
- Employee Scheduling
Timeline
Customer Service Manager
Air Ventures Hawaii
05.2021 - Current
Client Services Representative
Atlantic Aviation Inc
07.2019 - Current
Customer Service Representative
Safari Aviation
11.2017 - 03.2020
High School Diploma -
Kapaa High School
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