Leilani Nguyen
Portland
Summary
I'm a friendly Ex-Passenger Service Agent with proficiency in interacting effectively with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering 6+ years of experience in Customer Service. I have developed strong interpersonal and problem-solving skills in high-pressure travel environment. With capable abilities in managing customer interactions, resolving issues efficiently, and ensuring a smooth process. I am seeking to transition into a similar field where these skills can drive positive outcomes and enhance team success.
Overview
5
5
years of professional experience
Work History
Dumpling Prep
Din Tai Fung
08.2023 - Current
- Followed strict hygiene guidelines to prevent cross-contamination and ensure a safe dining experience for guests.
- Contributed to a positive team atmosphere by effectively communicating with fellow crew members during busy shifts.
- Implemented proper safety protocols for handling knives and other sharp tools, reducing accidents on the job.
- Upheld company policies regarding uniform appearance, punctuality, attendance, exhibiting professionalism at all times.
- Maintained a clean and organized workspace, promoting efficiency in the kitchen.
- Demonstrated versatility by assisting with multiple stations as needed, increasing overall productivity within the kitchen.
- Maintained safe working environment by adhering to health and safety guidelines, reducing risk of accidents.
- Ensured compliance with dietary restrictions and allergies, carefully preparing meals to accommodate special requests.
Passenger Service Agent
Alliance Ground International
09.2022 - 10.2024
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Maintained accurate records of flight information to provide timely updates to passengers.
- Announced flight status updates and information about gate changes over PA system.
- Tagged baggage and routed to appropriate location for loading and screening.
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
- Managed ticket sales and reservation inquiries, utilizing thorough knowledge of fare structures and pricing strategies.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- 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.
Sales Associate
Sunglass Hut
08.2021 - 10.2022
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
- Performed cash, card, and check transactions to complete customer purchases.
Sales Associate
Sunglass Hut
11.2019 - 07.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
Sales Associate
Joanns Fabric and Crafts
09.2019 - 11.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Monitored customers for signs of security concerns and escalated issues to management.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Cashier
Panera Bread
07.2019 - 10.2019
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Answered questions about store policies and addressed customer concerns.
- Maintained clean and organized workstations, adhering to strict health and safety guidelines.
- Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
- Streamlined order-taking processes to improve overall speed of service for customers.
- Improved team productivity by assisting with food preparation during peak hours when needed.
- Restocked and organized merchandise in front lanes.
Education
High School Diploma -
Treasure Coast High School
Port Saint Lucie, FL05-2019
Skills
- Customer service
- Active listening
- Data entry
- Critical thinking
- Problem resolution
- Relationship building
- Computer proficiency
- Payment processing
- Paperwork processing
- Product knowledge
- Team development
- Strong organization
Languages
English
Native or Bilingual
Vietnamese
Native or Bilingual
Timeline
Dumpling Prep
Din Tai Fung
08.2023 - Current
Passenger Service Agent
Alliance Ground International
09.2022 - 10.2024
Sales Associate
Sunglass Hut
08.2021 - 10.2022
Sales Associate
Sunglass Hut
11.2019 - 07.2021
Sales Associate
Joanns Fabric and Crafts
09.2019 - 11.2019
Cashier
Panera Bread
07.2019 - 10.2019
High School Diploma -
Treasure Coast High School
Similar Profiles
Muhammad Nur Iman Syahmi RizalMuhammad Nur Iman Syahmi Rizal
Kitchen Helper at Din By Din Tai FungKitchen Helper at Din By Din Tai Fung
Christopher RobertsonChristopher Robertson
FOH Support Staff Lead at Din Tai FungFOH Support Staff Lead at Din Tai Fung
Olivia BauerOlivia Bauer
Server at Din Tai FungServer at Din Tai Fung