Nikenya Griswold
College Park,GA
Summary
Seeking a position that will utilize my skills as a Customer Service Representative, to challenged my computer abilities, and offer opportunity for growth. Motivated customer service and sales professional with experience as Ticket Agent in various settings. Proficient in administrative functions and system operations. Strong team player and communicator recognized for going above and beyond established service expectations at every opportunity. Accomplished professional offering great communication and customer service skills. Reliable and dedicated when working alone or as part of team. Focused, detail-oriented and conscientious professional with advanced understanding of regulations and standards. Reviews large volumes of physical and digital data to assess accuracy and integrity of provided information while meeting tight deadlines.
Overview
26
26
years of professional experience
Work History
Ticket Agent
Airport Terminal Support / Frontier Airlines
Atlanta , Georgia
2022.01 - Current
- Assist passengers with check-ins, verification, gate information, baggage claims, and any other passenger issues in the airport.
- Provided customer service to passengers at the ticket counter, including checking in luggage and issuing boarding passes.
- Verified passenger identification documents for international flights.
- Processed reservation changes and cancellations for customers.
- Performed cashier duties such as handling payments by credit cards, checks or cash.
- Resolved customer complaints in a professional manner.
- Assisted travelers with special needs or requests during check-in process.
- Maintained accurate records of transactions using airline computer systems.
- Collected baggage fees, excess baggage charges and other applicable fees from passengers.
- Assisted customers with ticketing inquiries and purchase of tickets.
After Hours Customer Service Agent
Modivcare LLC
Atlanta , Georgia
2021.01 - 2022.01
- Ensure accurate trip data input and resolution as it relates to the service guidelines.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Monitored customer feedback through surveys and other methods for quality assurance purposes.
- Identified opportunities to improve customer service processes and procedures.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Updated customer records in the CRM system accurately with each interaction.
- Attended training sessions regularly to stay current on new products or services.
Ramp Agent
Delta Global Services/Spirit Airlines, Inc.
Atlanta , Georgia
2012.01 - 2013.01
- Responsible for always maintaining safety and security of the ramp.
- Loaded and unloaded aircrafts with baggage, cargo, and mail safely and efficiently.
- Ensured proper weight balance on aircrafts by placing heavy items in the aft of the plane.
- Assisted passengers with special needs including wheelchairs, strollers, and other mobility aids.
- Followed safety procedures such as using reflective gear while working on the ramp.
- Organized baggage carts for loading onto planes accurately according to airline specifications.
- Communicated effectively with ground crew members to ensure smooth operation of flights.
- Inspected aircraft interiors prior to take-off for any hazards or debris that could cause damage during flight.
- Operated a variety of motorized vehicles, such as tugs, belt loaders, and forklifts. Safely and efficiently around airport premises.
- Conducted daily safety inspections of ramps and runways ensuring no debris or foreign objects were present before takeoff.
Global Sales and Service Agent
Delta Air Lines, Inc.
Atlanta , Georgia
2007.01 - 2011.01
- Managed all facets of work associated with handling incoming passengers' calls.
- Resolved conflicts between customers, co-workers or supervisors in a professional manner.
- Greeted customers and provided assistance with their inquiries.
- Assessed customer needs to provide the best solutions.
- Responded to customer complaints in a timely manner.
- Provided accurate information regarding product specifications and pricing.
- Processed payments, returns and exchanges according to company policies.
- Ensured compliance with safety regulations in the workplace.
- Managed customer accounts by updating information accurately into the system.
- Handled difficult situations involving dissatisfied customers calmly and efficiently.
- Answered incoming calls promptly while providing exceptional customer service.
Account Receivables Clerk/Account Manager
ATT/NCO Financial Group
Norcorss , Georgia
2003.01 - 2007.01
- Managed the residence transactions in connection with the customer's accounts.
- Accurately recorded and processed customer payments.
- Maintained accurate records of all receivables transactions.
- Researched and resolved discrepancies in accounts receivable balances.
- Provided support for collections efforts when necessary by contacting customers regarding overdue payments or discrepancies in their accounts.
- Monitored collection activities to ensure compliance with company policies and procedures.
- Analyzed customer account data to identify trends or areas that may require additional attention from management or other departments within the organization.
- Investigated rejected payments and worked with customers to resolve any issues preventing successful payment processing.
Terminal Support/Customer Care Specialist
Nova Information Systems
Atlanta , Georgia
2002.01 - 2003.01
- Troubleshoot technical problems with processing terminals and printers.
- Assisted customers with inquiries about products and services via phone, email, and chat.
- Provided timely responses to customer questions and complaints in a professional manner.
- Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
- Entered customer information into the database for tracking purposes.
- Maintained an organized system of records related to customer service requests.
- Created detailed documentation of all customer interactions and transactions.
- Provided product demonstrations to customers who had difficulty understanding how to use the product or service.
Customer Care Specialist
Sprint PCS
Atlanta , Georgia
2001.01 - 2002.01
- Effectively interacted with customers and resolved their issues in a timely manner.
- Assisted customers with inquiries about products and services via phone, email, and chat.
- Provided timely responses to customer questions and complaints in a professional manner.
- Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
- Entered customer information into the database for tracking purposes.
- Maintained an organized system of records related to customer service requests.
- Created detailed documentation of all customer interactions and transactions.
- Provided product demonstrations to customers who had difficulty understanding how to use the product or service.
- Offered suggestions for new features that would improve the overall experience with our products and services.
- Adhered to company policies when handling confidential customer information.
- Tracked order status updates from vendors in order to provide accurate delivery estimates to customers.
Operations Specialist/Lockbox Data Entry Clerk
Bank of America
College Park , Georgia
1999.01 - 2001.01
- Followed client instructions and department guidelines.
- Implemented new processes to streamline daily tasks, resulting in increased efficiency.
- Coordinated resources and personnel to complete projects on time and within budget constraints.
- Reviewed existing operations processes for accuracy, timeliness, and adherence to internal guidelines.
Education
Diploma - Medical Administrative Assistant
Georgia Medical Institute
Jonesboro, GASkills
- Ten key Skills by Touch
- Bookkeeping & collection procedures
- Bank balance/reconciling
- CPR Certified
- Reservation Management
- POS Systems
- Data Entry
- Ticket Sales
- Payment Processing
- Check-in procedures
- Passport checks
- Basic computer skills
- Complaint Handling
- Strong interpersonal skills
- Cash handling experience
References
Upon Request
Timeline
Ticket Agent
Airport Terminal Support / Frontier Airlines
2022.01 - Current
After Hours Customer Service Agent
Modivcare LLC
2021.01 - 2022.01
Ramp Agent
Delta Global Services/Spirit Airlines, Inc.
2012.01 - 2013.01
Global Sales and Service Agent
Delta Air Lines, Inc.
2007.01 - 2011.01
Account Receivables Clerk/Account Manager
ATT/NCO Financial Group
2003.01 - 2007.01
Terminal Support/Customer Care Specialist
Nova Information Systems
2002.01 - 2003.01
Customer Care Specialist
Sprint PCS
2001.01 - 2002.01
Operations Specialist/Lockbox Data Entry Clerk
Bank of America
1999.01 - 2001.01
Diploma - Medical Administrative Assistant
Georgia Medical Institute
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