Naima A. Abdirahman
Minneapolis,MN
Summary
Dedicated customer service professional with extensive experience supporting passengers throughout all stages of the travel journey. Ability to cultivate key client relationships. A customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
United Airlines
Minneapolis, MN
01.2023 - Current
- Assist passengers with ticketing, check-in, seat assignments, baggage services, travel documentation verification and flight information inquiries.
- Deliver exceptional customer service to hundreds of passengers daily in a fast-paced airport environment and ensuring a positive travel experience.
- Collaborate with gate agents, flight attendants, pilots, ramp personnel and operations teams to maintain a smooth flight operations and on-time departures.
- Provide compassionate assistance to passengers requiring special accomodations, including unaccompanied minors, elderly travelers, military personnel and customers with disability.
- Resolve complex customer issues related to delayed, canceled and missed flights by identifying alternative travel solutions and rebooking itineraries efficiently.
- Demonstrate strong problem-solving, communication, and teamwork skills while supporting daily operations.
Loan Settlement Analyst
One Earth Future Foundation
Broomfield, CO
02.2021 - 04.2022
- Assisted with supporting documents required to initiate loan disbursement from the fund.
- Verified supporting documents to ensure they meet the terms of the loan.
- Verified the information in the agreements and supporting documents to ensure accuracy per the terms of the loan; including repayment conditions, details of assets purchased, and collateral specifications.
- Maintained proper records of soft and hard copy files.
- Reviewed wire application and supporting documents for completeness and accuracy.
- Coordinated document review and signature among all parties involved.
- Coordinated with the legal department on any agreement amendments.
- Supported with drafting of NDAs, contracts, and other documents in collaboration with the legal department.
- Supported with other administrative tasks, as needed.
- Volunteered on Diversity, Equity and Inclusion committee.
Customer Service Representative
Salud Family Health Centers
Fort Morgan, CO
04.2017 - 01.2021
- Responsible for managing accounts in manufacturing industry and ensuring quality to clients.
- Works in conjunction with other Medical Providers, Dental Providers, Behavioral Health Providers, and all other staff to ensure that the patient obtains the highest standard of integrated health care.
- Promptly respond to customer enquiries in person or via phone, email, mail or social media.
- Quickly and efficiently open customer accounts by accurately recording account data.
- Maintain financial accounts by processing customer adjustments in a professional manner.
- Increased customer base by 30% during the year 2018 due to the delivery of quick service.
HR Assistant
Cargill Meat Solutions
Fort Morgan, CO
01.2015 - 04.2017
- Assisted senior management with making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
- Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
- Oversaw and managed hiring process and assisted human resources.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
Education
High School Diploma -
Aria Girls High School
12-2014
Skills
- Comfortable working in both Microsoft Windows 10 and Mac OS X
- Excellent communication skills with a focus on team-building and customer relations
- Outstanding organizational, multitasking, and problem-solving abilities
- Able to sit at a computer for extended periods of time, bend at the waist and reach on a daily basis
Affiliations
Professional Customer Service Association (August 2017)
LANGUAGE COMPETENCIES
English
Kiswahili
Awards
Outstanding Customer Service Award – Salud Family Health Centers, October 2018, Recognized for outstanding service to clients and dedication to fellow employees.
Timeline
Customer Service Representative
United Airlines
01.2023 - Current
Loan Settlement Analyst
One Earth Future Foundation
02.2021 - 04.2022
Customer Service Representative
Salud Family Health Centers
04.2017 - 01.2021
HR Assistant
Cargill Meat Solutions
01.2015 - 04.2017
High School Diploma -
Aria Girls High School