MARIAMA BALDE
Jamaica
Summary
An experienced customer service agent dedicated and detail oriented with a 7+ year track record of conceptualizing initiative for optimizing customer satisfaction.
Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
4
4
years of professional experience
Work History
Customer Service Agent
Virgin Atlantic Airlines/Hallmark Aviation Services
09.2023 - Current
- Provide customer service to passengers boarding at the airport, including baggage handling and check-in.
- Ensure smooth passenger processing and boarding operations.
- Handle inquiries, resolve issues, and provide accurate travel information.
- Change passenger reservations, process payments and maintain records of reservation.
- Process INAD(s) Pet in Cabin, handles LOB(s) and makes sure interlined bags are properly tagged and scanned
- Uses thematic to adhere to country rules and regulations, which include baggage policies and proper documentation, are met
- Ensure customers have proper documentation and identification needed for traveling and also follow the TSA and FAA guild lines
- Give notes on inventory to the managers to ensure that adequate bag tags and boarding passes etc. are sufficient.
- Provide clear and concise information to inquiries regarding schedules and directions plan route, computer ticket cost, process fees and sales.
Dispatcher /Virtual Customer Service Representative
Global Contact Service (MTA Access Ride)
04.2023 - 07.2023
- Handle incoming calls from customers with disabilities for transportation needs
- Input data into the system for pick up and drop offs for customers
- Maintain professionalism while handling issues and complaints.
- Communicate effectively with drivers, medical offices, and other transportation companies
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Cashier
Food World Supermarket
06.2021 - 04.2023
- Handled cash and credit transactions with accuracy.
- Retrieved shopping carts and flatbeds from the parking area to ensure cleanliness at the front of the supermarket
- Delivered excellent customer service by assisting with purchases and resolving concerns.
- Maintained a clean and organized checkout station.
- Managed returned items by making sure proper inventory/write off of damaged items are stored or sent back to the factory
- Liaised with the customers to understand their packing preferences and packed items according to that
- Operated POS cash register and efficiently handled 50+ transactions on a daily basis
Education
Associate Degree - Health Sciences
Queensborough Community College
Queens, NYBachelor’s degree - Health Science
York College
Queens, NYHigh School Diploma -
August Martin High School
Queens, NY06-2019
CUNY Language Immersion Program - CUNY Language Immersion Program
York College
Jamaica, NY09-2019
Skills
- Technical Skills: Microsoft Office Suite (Excel, Word, Outlook, PowerPoint), Aviation Records Management Software, Smart Buy Procurement system Snapp, Blue Screen Sabre red, Ticketing and reservation
- Aviation Knowledge: Understanding of FAA rules and procedures (Familiarity with Flight Information Systems, Weather Reports, NOTAMS)
- Interpersonal Skills: Communication (Verbal & Written), Customer Service, Problem-Solving, Team Collaboration, strategic planner, client relationship builder, problem resolution strategist and negotiator
- Key Competencies: High level of organization, Attention to detail, Time management, Adaptability, Accuracy, Independent Judgment
- Active listening
- Complaint handling
- Problem resolution
- Empathetic and genuine
- Service-oriented self-starter
Languages
English, French
Timeline
Customer Service Agent
Virgin Atlantic Airlines/Hallmark Aviation Services
09.2023 - Current
Dispatcher /Virtual Customer Service Representative
Global Contact Service (MTA Access Ride)
04.2023 - 07.2023
Cashier
Food World Supermarket
06.2021 - 04.2023
Associate Degree - Health Sciences
Queensborough Community College
Bachelor’s degree - Health Science
York College
High School Diploma -
August Martin High School
CUNY Language Immersion Program - CUNY Language Immersion Program
York College
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