Kyah Colley
Maricopa,Arizona
Summary
To use my customer service, problem-solving and communication skills towards a position in the customer service industry.
Overview
14
14
years of professional experience
Work History
Full-service Shopper
Instacart
06.2020 - Current
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Reviews orders prior to pick up for accuracy and purchase-by dates.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
- Shopped in retail stores and communicated with customer regarding any changes or requests
Customer Service Agent
Alaska Airlines
08.2017 - 04.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Used computer and data entry for majority of daily tasks
- Check-in passengers for flights, verified identity and ensured security measures
- Board passengers on flight at boarding gate, ensured security measures
- Followed security procedures for FAA airport and airline
- Handled rebookings and accomodations for delayed or cancelled flights
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Reservation Agent
Alaska Airlines
07.2016 - 08.2017
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Handled billing information over phone.
- Ensured data accuracy across reservation systems through regular audits and routine database maintenance tasks.
- Provided customers with information about availability and pricing.
Customer Service Associate
The UPS Store
03.2016 - 05.2016
- Assisted customer by processing shipments
- Packaging items for customers
- Processed copies, scans and used fax machine
- Maintained inventory
- Closing duties
Passenger Service Agent
Swissport USA
10.2015 - 03.2016
- Provided customer service by checking passengers in at ticket counter and issuing boarding passes
- Checked in luggage and confirmed carry-on items meet federal guidelines
- Assisted with additional documentation required for international flights
- Greeted passengers and provided boarding instructions
- Helped passengers track down missing luggage
- Occasionally dealt with unaccompanied minors according to airline procedures
- Changed passenger reservations as requested and confirmed new arrangements
- Assisted airport personnel with handling special situations concerning passengers with special needs
- Processed transactions and cash handling
- Boarded flights and ensured all FAA regulations were met
- Practiced and enforced safety for passengers and employees
- Designated seat assignments
- Verified documentation for international and domestic flights
- Assisted with various governmental agency requirements
- Connected and disconnected Jetway/stairs as necessary
- Announced arrivals and departures as necessary
- Maintained liaison with airlines, Customer Service Agents and Ground Handlers
Reservations Agent
US Airways
02.2015 - 08.2015
- Dealt with calls in a professional manner
- Addressed customer service inquiries in a timely manner
- Gave accurate and appropriate information to answer questions and troubleshoot issues
- Demonstrated verbal communication skills and ability to convey information clearly and effectively
- Managed and collect information to resolve concerns
- Worked with upper management to ensure customer issues were resolved
- Provided input to assist customers on choosing flights
- Ablilty to respond and adapt to the needs of all customers
- Ability to up-sell products and services to benefit customers and company
- Attained daily, weekly and monthly goals specified by the process
Customer Service Agent
Worldwide Flight Services
10.2013 - 04.2015
- Provided customer service by checking passengers in at ticket counter and issuing boarding passes
- Checked in luggage and confirmed carry-on items meet federal guidelines
- Greeted passengers and provided boarding instructions
- Helped passengers track down missing luggage
- Occasionally dealt with unaccompanied minors according to airline procedures
- Changed passenger reservations as requested and confirmed new arrangements
- Assisted airport personnel with handling special situations concerning passengers with special needs
- Processed transactions and cash handling
- Boarded flights and ensured all FAA regulations were met
- Practiced and enforced safety for passengers and employees
- Designated seat assignments
- Verified documentation for international and domestic flights
- Assisted with various governmental agency requirements
- Connected and disconnected Jetway/stairs as necessary
- Announced arrivals and departures as necessary
- Assisted passengers with special needs to their gate
- Maintained liaison with airlines, Customer Service Agents and Ground Handlers
Telephone Sales Rep
Safelite AutoGlass
12.2012 - 10.2013
- Answered inbound sales and customer service calls and made outbound calls
- Scheduled full windshield and chip repair appointments
- Provided pricing to customers and educating them of services and benefits
- Mantained weekly sales goals that were provided by the process
Customer Service/Sales Rep
SkyMall
09.2012 - 12.2012
- Provided customer service by answering inbound customer service/sales calls
- Implemented up-selling to customers of products and services
Crew Member
Einstein Bro's Bagels
01.2012 - 09.2012
- Showed ability to provide customer service to all customers
- Processed credit card and cash transactions
- Handled cleaning and closing duties
Crew Member
Firehouse Subs
03.2011 - 01.2012
- Showed ability to provide customer service to all customers
- Performed sandwich-making duties
- Processed credit card and cash transactions
- Handled cleaning and closing duties
Crew Member
McDonald's
09.2010 - 03.2011
- Showed ability to provide customer service to all customers
- Processed credit card and cash transactions
- Handled cleaning and closing duties
Education
High School Diploma -
Skyline High School
Mesa, Arizona01.2011
Skills
- Customer Service
- Cash Handling
- Food Handling
- Phone Operating Systems
- Windows Operating System
- Mac Operating System
- Internet Proficiency
- Microsoft Outlook
- Quickbase
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Access
- Sabre System
- Mathematical Computation
- Positive Customer Relationship
- Document Reading
- Instruction Following
- Office Procedures
- Multi-line Telephone Operation
- Organization Skills
- Office Administration
- Copy Machine Operation
- FAX Machine Operation
- Standard Office Equipment Operation
- Typing Speed 60WPM
Timeline
Full-service Shopper
Instacart
06.2020 - Current
Customer Service Agent
Alaska Airlines
08.2017 - 04.2021
Reservation Agent
Alaska Airlines
07.2016 - 08.2017
Customer Service Associate
The UPS Store
03.2016 - 05.2016
Passenger Service Agent
Swissport USA
10.2015 - 03.2016
Reservations Agent
US Airways
02.2015 - 08.2015
Customer Service Agent
Worldwide Flight Services
10.2013 - 04.2015
Telephone Sales Rep
Safelite AutoGlass
12.2012 - 10.2013
Customer Service/Sales Rep
SkyMall
09.2012 - 12.2012
Crew Member
Einstein Bro's Bagels
01.2012 - 09.2012
Crew Member
Firehouse Subs
03.2011 - 01.2012
Crew Member
McDonald's
09.2010 - 03.2011
High School Diploma -
Skyline High School
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