Lorna Thompson
Pembroke Pines,FL
Summary
Dynamic customer service professional with a proven track record at Envoy Airlines, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through empathetic communication and effective problem resolution. Demonstrated exemplary work ethic while managing multiple tasks, ensuring a safe and organized environment for both employees and patrons.
Overview
23
23
years of professional experience
Work History
Customer Service Agent
Envoy Airlines
07.1993 - 04.2016
- 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.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Manager
Envoy Airlines
03.2011 - 06.2014
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
No Degree - Travel Agent
Sheridan Technical College
Hollywood, FL05-1990
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Active listening
- Empathetic and genuine
- Customer complaint resolution
- Customer relations
- Conflict resolution
- Complaint handling
- Call control
- Live chat support
- Relationship building
- Upselling
- Typing speed
- Exemplary work ethic
Timeline
Manager
Envoy Airlines
03.2011 - 06.2014
Customer Service Agent
Envoy Airlines
07.1993 - 04.2016
No Degree - Travel Agent
Sheridan Technical College
Similar Profiles
Michele Dresback TognoMichele Dresback Togno
Flight Attendant at Envoy Airlines Regional For American AirlinesFlight Attendant at Envoy Airlines Regional For American Airlines
Jorge MarcosJorge Marcos
First Officer at Envoy AirlinesFirst Officer at Envoy Airlines
Issam OuchenIssam Ouchen
Ramp Agent at Envoy AirlinesRamp Agent at Envoy Airlines
Anish Ram Reddy MaramAnish Ram Reddy Maram
Secretary at University of Florida Pride Student UnionSecretary at University of Florida Pride Student Union
Sylvia McBrideSylvia McBride
Project Manager at Internal Revenue Service, IRSProject Manager at Internal Revenue Service, IRS