Naila Thomas
Philadelphia,PA
Summary
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
4
4
years of professional experience
Work History
Passenger Service Representative
Philadelphia International Airport
Philadelphia, United States
06.2018 - 01.2020
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Resolved customer complaints concerning airline services in a timely manner.
- Upheld uniform and conduct guidelines to maintain professional appearance.
- Assessed passenger's needs and abilities to deploy correct mobility equipment.
- Greeted passengers and provided assistance with check-in procedures.
- Updated databases with new and modified customer data.
- Provided customer service to travelers regarding flight schedules, delays, cancellations, and other inquiries.
Lead Supervisor
Wawa
Narberth, United States
01.2016 - 06.2018
- Monitored employee productivity to provide constructive feedback and coaching.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Complied with company policies, objectives and communication goals.
- Managed inventory levels, placing orders as needed to meet customer demand.
Education
Associate Degree CCMA - Clinical Medical Assistant
All State Career School
50 W Powhattan Avenue Essington Pa 1902906-2025
High School Diploma -
Motivation High School
5600 Baltimore Avenue Philadelphia Pa 1912406-2015
Skills
- Record keeping
- Data entry
- Checking in passengers
- Time management
- Customer service
- Continuous improvement
Timeline
Passenger Service Representative
Philadelphia International Airport
06.2018 - 01.2020
Lead Supervisor
Wawa
01.2016 - 06.2018
Associate Degree CCMA - Clinical Medical Assistant
All State Career School
High School Diploma -
Motivation High School
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