Summary
Overview
Work History
Education
Skills
Timeline
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Kelia Kama

Hilo,Hawaii

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

13
13
years of professional experience

Work History

Freight Forward Management Assistant

Hitco
05.2023 - Current
  • Streamlined freight forwarding processes by implementing efficient organizational systems and procedures.
  • Facilitated smooth handover of shipments between carriers at various stages in the transport process by maintaining clear lines of communication among all involved parties.
  • Contributed to ongoing efforts aimed at reducing the company''s carbon footprint by identifying and implementing more sustainable transportation options whenever possible.
  • Managed invoicing process accurately and efficiently, ensuring prompt payment from clients while also safeguarding against potential disputes over billing discrepancies.
  • Coordinated with carriers to negotiate optimal shipping rates, reducing overall transportation costs for the company.
  • Assisted in the development of standard operating procedures, leading to increased efficiency and improved service quality within the department.
  • Collaborated closely with warehouse staff to ensure accurate inventory management and proper storage of goods awaiting shipment.
  • Supported sales team by providing essential information on logistics capabilities, facilitating new business acquisition efforts.
  • Enhanced customer satisfaction with timely communication, addressing concerns and providing updates on shipment statuses.
  • Provided tracking information to enable clients to monitor progress of shipments.
  • Coordinated shipments, determining timely transport of goods from point of origin to final destination.
  • Responded to customer inquiries and resolved complaints, establishing trust and increase satisfaction.
  • Stayed on top of shipment locations and current status to update offices and customers.
  • Arranged delivery or storage of goods at destinations.
  • Calculated weight, volume or cost of goods to be moved.
  • Readied bills of lading, packing lists, dock receipts and certificates of origin for each shipment.
  • Negotiated with carriers to secure best possible rates for clients and control costs.
  • Oversaw cargo claims to investigate and resolve loss or damage issues during transit.
  • Prepared accurate cost estimates for international shipments to provide clients with exact fees and information.

Customer Service Agent

Southwest Airlines
11.2019 - 12.2022
  • Providing customer service by handling ticketing, baggage check-in, baggage claims, reservations, information inquiries and resolving complaints and problems
  • Answering telephones to provide information to callers, paging customers, resolving problems or complaints and assisting them as needed
  • Responsible for greeting and handling customers in a polite and friendly manner, handling cash, checks, credit cards, coupons and travel vouchers
  • Handling computer charges, cash, and balancing daily transactions
  • Checking in customers, weighing luggages, lifting from 75-100 pounds daily, and tagging luggages
  • Keeping up to date and enforcing all airport and TSA laws, rules, policies, and regulations
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Addressed customer account discrepancies and concerns.
  • Streamlined communication processes for improved information exchange between customers and team members.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
  • Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
  • Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
  • Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
  • Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
  • Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
  • Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
  • Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
  • Provided exceptional service at ticket counters, booking flights and processing payments securely.
  • Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
  • Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
  • Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
  • Supported colleagues during peak hours by taking on additional tasks when needed.
  • Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.

Medical Referrals Specialist/Medical Assistant

Hui Malama Ola Na Oiwi
03.2019 - 07.2019
  • Obtaining patient eligibility information, authorization, scheduling appointments with specialty providers/medical entities, and contact with patients regarding referral plans and follow-up
  • Prepare exam rooms, clean exam rooms, take vitals, room patients, and input data

Patient Services Representative

Bay Clinic
06.2014 - 02.2019
  • Scheduling patients, checking patients in and out of appointments, calling to remind patients of next day appointment, rescheduling patients, taking co-payments, posting payments, closing cash, medical records, checking insurances, faxing, filing, scanning, assisting patients, cleaning equipment, and answering telephone

Softlines

Target
10.2012 - 05.2013
  • Responsible for folding down the entire store
  • Organizing clothing in all departments, doing floor sets and scanning aisles, creating signs, putting up signs, and marking down merchandise
  • Answering telephone calls for the entire store and assisting customers
  • Maintaining fitting room and cleaning
  • Organizing merchandise from the entire store in each department
  • Scheduling lunch breaks for employees and operating cash registers

Cashier

Sears
11.2011 - 12.2012
  • Handling cash, folding clothes, answering telephone calls, balancing register, and assisting customers
  • Receiving credit card payment and training new employees

Education

Kamehameha Schools Hawaii
Kea‘au, HI
2011

Skills

  • Strong organizational skills
  • Documentation expertise
  • Customer service skills
  • Detail Oriented
  • Time management abilities
  • Adaptability
  • Prepare documentation
  • Reliability
  • Multitasking Abilities
  • Communication proficiency
  • Computer Literacy
  • Medical Records Management
  • Patient admitting
  • Appointment confirmation
  • Healthcare system navigation

Timeline

Freight Forward Management Assistant

Hitco
05.2023 - Current

Customer Service Agent

Southwest Airlines
11.2019 - 12.2022

Medical Referrals Specialist/Medical Assistant

Hui Malama Ola Na Oiwi
03.2019 - 07.2019

Patient Services Representative

Bay Clinic
06.2014 - 02.2019

Softlines

Target
10.2012 - 05.2013

Cashier

Sears
11.2011 - 12.2012

Kamehameha Schools Hawaii

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Kelia Kama