Malaya Neff
Clearfield
Summary
Knowledgeable and dedicated customer service professional with extensive experience in travel and healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
Work History
Customer Experience Specialist
Delta Air Lines
01.2023 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
Front Line (Seasonal)
Costco Wholesale Corp
10.2022 - 01.2023
- Greeted customers and responded to requests for information.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Approached every question or concern with calm and level-headed approach.
- Processed credit card, EBT, and gift certificate payments with electronic computer system.
- Maintained organized and orderly front end and removed carts, baskets, and debris.
- Organized items on shelves to help customers locate products easily and quickly.
Certified Nursing Assistant
Lotus Park Assisted Living & Memory Care
01.2022 - 08.2022
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
Education
High School Diploma -
Kamehameha Schools - Kapalama
Honolulu, HI04.2020
Skills
- Information Updates
- Strong Computational Skills
- Conflict Resolution Techniques
- Team Management Experience
- Customer Experience Improvement
- Ability to Be Flexible
- Collaboration Experience
- Client Relationships
- Effective Customer Communication
- Microsoft Office
Timeline
Customer Experience Specialist
Delta Air Lines
01.2023 - Current
Front Line (Seasonal)
Costco Wholesale Corp
10.2022 - 01.2023
Certified Nursing Assistant
Lotus Park Assisted Living & Memory Care
01.2022 - 08.2022
High School Diploma -
Kamehameha Schools - Kapalama
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