MARK TOGBA
Phoenix,AZ
Summary
Resourceful customer service agent known for effectively resolving inquiries and managing check-in processes. Proven ability to promote high customer satisfaction and support seamless operations across various roles. Detail-oriented professional with experience in front office management and customer service. Skilled in scheduling coordination and team collaboration to streamline operations and improve guest experiences in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative /Gate Agent
Unifi Service / Frontier Airline
Phoenix Sky Harbor Airport, Az
09.2024 - Current
- Assisted customers with booking and modifying flight reservations.
- Resolved passenger inquiries through various communication channels.
- Provided information on flight schedules, baggage policies, and services offered.
- Managed check-in processes to ensure smooth boarding experiences.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Gathered customer feedback through surveys and used the data to improve customer service.
Front Office Manager
Serving Hands LLC
Phoenix, Arizona
04.2023 - Current
- Managed front desk operations and ensured smooth guest check-in processes.
- Coordinated scheduling for staff and maintained efficient employee coverage.
- Handled customer inquiries and resolved issues promptly and professionally.
- Collaborated with departments to support hotel operations and guest experiences.
- Oversaw inventory management of office supplies and equipment maintenance tasks.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
OTR Team Truck Driver
JELLOW TRUCKING
Phoenix, Arizona
02.2019 - 03.2023
- Operated long-haul trucks across various states for timely deliveries.
- Communicated effectively with team members to enhance operational efficiency.
- Inspected vehicles before trips to maintain safety and reliability standards.
- Provided excellent customer service by responding promptly to inquiries or complaints.
- Implemented daily DOT pre-trip inspections to reduce risks or delivery delays.
- Responded quickly to customer complaints and gathered pertinent information to make educated decisions for remediation.
Education
High School Diploma -
Maya High School
Phoenix, AZ05-2009
Skills
- Flight reservation management
- Customer inquiry resolution
- Scheduling coordination
- Check-in process management
- Inventory control
- Customer relationship management
- Attention to detail
- Team collaboration
- Opening and closing accounts
- Executive management support
- Customer service
- Shipping and logistics
- De-escalation techniques
Certification
- CDL License
- Jet Bridge Driver
Timeline
Customer Service Representative /Gate Agent
Unifi Service / Frontier Airline
09.2024 - Current
Front Office Manager
Serving Hands LLC
04.2023 - Current
OTR Team Truck Driver
JELLOW TRUCKING
02.2019 - 03.2023
High School Diploma -
Maya High School