MACALAIGH FERRA
Summary
Throughout my career, I have established a strong reputation as a problem-solver and effective communicator, consistently earning the trust and respect of colleagues. With extensive experience in team leadership and task coordination, I consistently deliver successful outcomes.
Overview
14
14
years of professional experience
Work History
Lead Resolutions Officer
QLink Wireless
Dania Beach, FL
08.2022 - Current
- Responsible for resolving escalated customer service complaints and disputes received from the Compliance Team via the FCC, USAC and other escalations channels.
- Trained customer service representatives in conflict resolution techniques, empowering them to handle complex issues to decrease escalated complaints to Compliance.
- Provided detailed summary for each complaint and resolution to guide the representative to a one call resolution and further complaints.
- Maintained detailed records of all escalated complaints and trends for daily reporting to upper management.
Training and Quality Officer
Qatar Airways
Sunrise, FL
06.2011 - 09.2020
- Facilitated comprehensive training with Amadeus's ticketing platform.
- Created Power Points for a visual learning experience trainees of our Airport Facilities Special Services and Airport facilities.
- Conducted assessments for identifying training needs and tailored sessions accordingly.
- Developed Market Specific and comprehensive supporting guides for Policies to improve the centers KPI's.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Facilitated team-building exercises that increased product knowledge and revenue.
Education
High School Diploma -
JPT Taravella High School
Skills
- Conflict resolution
- Regulatory compliance
- Training development
- Operational planning
- Customer service
- Procedural compliance
Timeline
Lead Resolutions Officer
QLink Wireless
08.2022 - Current
Training and Quality Officer
Qatar Airways
06.2011 - 09.2020
High School Diploma -
JPT Taravella High School