MDOWE MALENGA
LASVEGAS,NV
Summary
Dedicated and results-driven Customer Service Agent with extensive experience assisting customers, resolving concerns, and delivering high-quality service in fast-paced environments. Skilled in handling high call volumes, managing customer accounts, troubleshooting issues, de-escalating conflicts, and maintaining positive customer relationships. Recognized for strong communication skills, attention to detail, professionalism, and the ability to provide efficient solutions while maintaining a customer-first mindset.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Customer-focused Customer Service Agent known for high productivity and efficient task completion. Possess specialized skills in problem-solving, communication, and conflict resolution. Excel in active listening, empathy, and adaptability, ensuring positive interactions and customer satisfaction. Committed to leveraging these abilities to contribute positively to team goals and enhance customer experiences.
Skilled Customer Service Agent with a background in managing customer inquiries, resolving complaints and promoting company products. Abilities include strong communication skills, problem-solving capabilities, and high-level multitasking. Demonstrated success in improving customer satisfaction ratings and streamlining processes for efficiency.
Overview
2
2
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Agent
Frontier Airlines
01.2025 - Current
- Provided professional support to customers regarding reservations, travel information, policies, and account inquiries.
- Handled a high volume of customer interactions while maintaining accuracy, efficiency, and professionalism.
- Resolved customer concerns, complaints, and service-related issues in a timely manner.
- Assisted customers with account updates, itinerary changes, and general service requests.
- Maintained detailed and accurate records of customer interactions and resolutions.
- Demonstrated strong problem-solving abilities by identifying solutions that met customer and company needs.
- Worked closely with supervisors and team members to ensure customer satisfaction goals were achieved.
- Used effective communication techniques to de-escalate difficult situations and maintain positive customer experiences.
- Educated customers on available services, policies, and procedures.
- Consistently met performance expectations related to quality, productivity, and customer satisfaction.
- Adapted quickly to changing policies, procedures, and technology platforms.
- Maintained confidentiality and professionalism when handling sensitive customer information.
- Strong verbal and written communication skills
- Ability to thrive in fast-paced environments
- Excellent organizational and multitasking abilities
- Dependable and detail-oriented professional
- Strong interpersonal skills and customer-focused approach
- Quick learner with the ability to adapt to new systems and procedures
- Ability to work independently and as part of a team
- Assisted customers with flight reservations and itinerary changes.
- Provided support for baggage inquiries and tracked lost luggage.
- Resolved customer complaints through effective communication and problem-solving.
- Educated passengers on airline policies and procedures during check-in.
- Coordinated with team members to ensure efficient service delivery.
- Utilized computer systems to manage customer information and bookings.
- Collaborated with crew members to enhance the travel experience for guests.
- Handled high-volume calls while maintaining professionalism and patience.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Answered incoming calls promptly and professionally within company standards.
- Provided product information to customers in a timely manner.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Attended training sessions regularly to stay current on new products or services.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Tracked orders from placement to delivery using internal systems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified opportunities to improve customer service processes and procedures.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Followed up with customers via phone or email after purchase was made to ensure satisfaction.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Reviewed files, records, and other obtained documents to respond to customer requests.
Security Officer
Non Profit Organization
LASVEGAS, Nv
09.2024 - 12.2025
- Monitored facility access to ensure safety for staff and visitors.
- Conducted routine patrols to proactively identify and address security concerns, ensuring a safe environment.
- Responded promptly to incidents, ensuring effective communication with authorities.
- Developed safety protocols for events and programs to enhance security measures.
- Collaborated with team members to maintain a secure environment.
- Provided training to new staff on security procedures and policies.
- Documented incidents and prepared detailed reports for management review to inform future safety strategies.
- Engaged with the community to promote safety awareness initiatives.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Secured personnel and premises by inspecting buildings and patrolling property.
- Guarded restricted areas to prevent unauthorized entry.
- Monitored entrances and exits for unauthorized personnel or prohibited items being brought onto the premises.
- Verified photo IDs and tickets to allow guests passage.
- Took prompt action to resolve problems and ensured effective communication.
- Confirmed visitor identification prior to granting entry into the building.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
- Checked for safety hazards and took corrective action when necessary.
- Completed incident reports to record security or loss prevention incidents.
- Investigated any suspicious persons or vehicles on premises and contacted appropriate authorities if necessary.
- Prepared detailed reports regarding daily activities, unusual occurrences, maintenance issues.
Education
High School Diploma / GED -
Las Vegas College
NV 10.2024 - 06.2026
Skills
- Customer Service Excellence
- Call Center Operations
- Inbound & Outbound Calls
- Complaint Resolution
- Issue resolution
- Relationship management
- Problem Solving
- Multitasking
- Time Management
- Team Collaboration
- De-escalation techniques
- Active Listening
- Microsoft Office Suite
- Teamwork
- Account Management
Additional Qualifications
- Strong verbal and written communication skills
- Ability to thrive in fast-paced environments
- Excellent organizational and multitasking abilities
- Dependable and detail-oriented professional
- Strong interpersonal skills and customer-focused approach
- Quick learner with the ability to adapt to new systems and procedures
- Ability to work independently and as part of a team
Timeline
Customer Service Agent
Frontier Airlines
01.2025 - Current
High School Diploma / GED -
Las Vegas College
10.2024 - 06.2026
Security Officer
Non Profit Organization
09.2024 - 12.2025