Lepeka Malupo
Delta Air Lines, Inc
Fullerton,CA
7
years of professional experience
Experienced with handling customer interactions and resolving issues promptly. Utilize communication and empathy to build strong customer relationships. TA track record of maintaining high customer satisfaction and fostering loyalty.
Experienced customer-focused professional with strengths in active listening, critical thinking, HIPAA compliance, and patient scheduling. Skilled in EMR/EHR, calm issue resolution, and accurate administrative support for smooth, patient-centered operations.
Experienced front desk and customer service professional with a strong background in reservations, scheduling, and sensitive information handling. Known for clear communication, professionalism, and steady problem-solving across fast-paced service environments. Ready to support efficient, accurate, and welcoming operations.
Work History
Customer Service Representative
9 Months- Assisted customers with reservations, itinerary changes, and boarding inquiries using airline service systems.
- Guided passengers through check-in, gate procedures, and flight documentation requirements.
- Communicated schedule changes and service disruptions with clear, professional passenger support.
- Resolved baggage concerns and coordinated claims for delayed or mishandled luggage.
- Processed rebooking requests during irregular operations while maintaining service standards.
- Collaborated with ramp, gate, and flight teams to coordinate smooth departure operations.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Front Desk Agent
3 Years 6 Months- Managed guest check-in and check-out processes using property management systems with accuracy.
- Processed reservations, cancellations, and room changes while maintaining organized front desk records.
- Answered multi-line calls and directed inquiries to appropriate hotel departments promptly.
- Resolved guest concerns professionally, delivering timely service recovery and issue follow-up.
- Verified identification, payment methods, and stay details to support secure registration procedures.
- Provided local information, amenity details, and service guidance to support positive guest experiences.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
Debt Collector
1 Year 8 Months- Reviewed delinquent accounts to prioritize outreach and recovery efforts.
- Negotiated repayment arrangements with debtors while maintaining compliance with collection regulations.
- Applied collection scripts and objection-handling techniques to improve contact outcomes.
- Documented payment commitments, disputes, and customer interactions in collection systems.
- Resolved account discrepancies by coordinating with billing and customer service teams.
- Improved collection workflows by refining follow-up cadence and case management practices.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Developed strong relationships with customers to foster timely payments and account resolution.
Education
Medical Assistant - Health And Physical Fitness
- Assisted healthcare providers with patient intake, vital signs, and basic clinical procedures under supervision.
- Prepared examination rooms, maintained medical supplies, and ensured equipment was clean and ready for use.
- Updated and organized patient records while maintaining confidentiality and following HIPAA guidelines.
- Supported front-office duties, including scheduling appointments, answering patient inquiries, and verifying patient information.
- Observed and assisted with specimen collection, medication preparation, and other clinical tasks as permitted.
- Provided professional, compassionate patient care while developing hands-on clinical and administrative skills.
High School Diploma
Skills
Customer service
Data entry
Regulatory compliance
Service coordination
Crisis management
Appointment management
Record keeping
Critical thinking
Active listening
Relationship building
Professionalism and ethics
Professionalism and ethics
Timeline
Customer Service Representative
Delta Air Lines, Inc
09.2024 - 06.2025Read More
Front Desk Agent
La Quinta
02.2020 - 08.2023Read More
Debt Collector
Credit Corp Solutions
05.2018 - 01.2020Read More
American Career College
Medical Assistant from Health And Physical Fitness
Read More
Peninsula High School
High School Diploma
Read More