MONTASIA HUDSON
Pleasant Prairie,WI
Summary
Professional with strong background in customer relations and problem-solving. Focused on team collaboration and achieving high-quality results. Skilled in communication, conflict resolution, and adaptability to changing needs. Reliable and flexible, ensuring seamless service delivery and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Agent
Southwest Airlines
11.2020 - Current
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative
ADT Security
Remote
02.2018 - 11.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Crew Trainer
Wendy’s
05.2015 - 12.2017
- Trained other employees in customer service, food safety, and performance requirements.
- Set positive example for team members by providing high-quality, efficient service.
- Taught new team members correct procedures for all areas of operations.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Mentored junior employees to improve performance, food safety, and customer service.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
Education
Cybersecurity - Computer Science
University of Wisconsin - Parkside
Kenosha, WISkills
- Customer Focus
- Call center experience
- Live chat support
- Building rapport
- Time Management
- Attention to Detail
- Multitasking
- Excellent Communication
- Critical Thinking
- Computer Skills
- Calm Under Pressure
- Cybersecurity Proficiency
Timeline
Customer Service Representative Agent
Southwest Airlines
11.2020 - Current
Customer Service Representative
ADT Security
02.2018 - 11.2020
Crew Trainer
Wendy’s
05.2015 - 12.2017
Cybersecurity - Computer Science
University of Wisconsin - Parkside