OLIVIA SEELALL
Hollis,NEW YORK
Summary
Results-oriented data entry professional with 10 years managing clerical, communication and project management tasks in corporate environments.
Overview
20
20
years of professional experience
Work History
SUPERVISOR/TRAINER
Swissport USA
NY
08.2006 - Current
- Handle customer inquiries, complaints, Calm angry callers, locate resources for problem resolution and design best-option solutions.
- Interface daily with internal partners in accounting, field services, new business, and operations.
- Leadership Customer services experience and 7 Years World Tracer Certify Trainer in SITA Payroll, Employees Yearly Review, Billing, Department Budget, Review vacation request, scheduling.
- Ensures efficient operation of inbound and outbound flights identifying problems and taking immediate corrective actions.
- Staff management-Supervisor for 19 employees and 21 Airlines in Baggage Service.
- Provides training as required by airline and customer policies including written procedures Conducts daily briefings and weekly meetings to review issues Interfaces with customer on a daily basis and takes corrective actions when required Ensures all additional manpower requested by a customer are authorized and billed properly Submit flight information on a weekly basis to administration Call Center, Data entry.
- Reports all accidents/incidents with completed paper work according with the safety policy and procedures.
- Managed work flow to exceed quality service goals.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Maintained accurate records of past due customer account activity.
- Effective liaison between customers and internal departments.
- Updated customer orders from start to finish in an accurate and timely manner.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified individual development needs with appropriate training.
- Provided accurate, specific and timely performance feedback for CSRs.
- Trained staff on operating procedures and company services.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Strong leader of customer support staff.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Met all customer call guidelines including service levels, handle time and productivity.
- Solved unresolved customer issues.
Customer service Representative
Raymour & Flannigan
Valley Stream, NY
05.2014 - 09.2015
- Taking payment, opening new account, converting sale in GERS system.
- Consistently provide genuine, friendly, personable and professional service.
- Handle multiple responsibilities and balance customer priorities.
- Efficiently schedule customer's deliveries to meet their needs.
- Support sales and operations team members to ensure that our vision of enhancing the customer shopping experience is realized.
- Proactively resolve escalated customer issues.
- Effective communication, interpersonal and organizational skills in person and on the phone.
- Demonstrate excellent listening skills and the ability to work independently and with a team.
- Perform additional functions that may be assigned at the discretion of management.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Met all customer call guidelines including service levels, handle time and productivity.
- Solved unresolved customer issues.
- Managed work flow to exceed quality service goals.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Maintained accurate records of past due customer account activity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided accurate, specific and timely performance feedback for CSRs.
Sales
.1 -1 - .1 -1
Customer service Representative
Stop N Shop
Forest Hills, NY
11.2004 - 08.2006
Cashier
.1 -1 - .1 -1
- Responsible for the balanced case draw at the end of shift.
- Responsible for answering phone call.
Education
Word Tracer (SITA) Certificate Bank Teller Certificate -
High School Diploma -
Jamaica High School
Jamaica, NY2005
Excel and Word Certificate -
Timeline
Customer service Representative
Raymour & Flannigan
05.2014 - 09.2015
SUPERVISOR/TRAINER
Swissport USA
08.2006 - Current
Customer service Representative
Stop N Shop
11.2004 - 08.2006
Sales
.1 -1 - .1 -1
Cashier
.1 -1 - .1 -1
Word Tracer (SITA) Certificate Bank Teller Certificate -
High School Diploma -
Jamaica High School