PATRICIA BUH
Teleperformance USA
Plano,TX
1
Language
1
Certification
16
years of professional experience
A dedicated IT support student currently pursuing a comprehensive IT support course at Per Scholas, seeking to leverage a strong background in communication through customer service in the aviation industry into an entry-level role in the IT industry. Technical skills are really vital nowadays but most importantly is that technology serves people and still depends on communication. Proven ability to explain complex topics clearly, provide patient guidance, and resolve issues effectively, complemented by a solid understanding of IT fundamentals, learned at Per Scholas, as well as an enhanced soft skills and great peoples’ skills experienced as a customer service representative for over 12 years.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Work History
Customer Service Representative
1 Year 1 Month- Resolved customer inquiries through various communication channels, ensuring high levels of satisfaction.
- Provided support in troubleshooting technical issues, enhancing user experience and product knowledge.
- Collaborated with team members to streamline processes, improving response times and operational efficiency.
- Mentored junior representatives, fostering a culture of teamwork and knowledge sharing within the department.
- Analyzed customer feedback to identify trends, implementing improvements that enhanced service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Reservation Agent
3 Years 11 Months- Managed complex flight reservations, rebookings, and itinerary changes with precise adherence to fare rules and service policies.
- Processed bookings, ticket amendments, and cancellations using airline reservation systems with strong accuracy.
- Resolved passenger schedule disruptions by coordinating alternative travel options and timely customer communication.
- Applied GDS tools to verify availability, fares, and booking status across domestic and international routes.
- Delivered informed support on baggage rules, travel requirements, and reservation conditions to diverse travelers.
- Improved workflow consistency by identifying recurring booking issues and reinforcing correct reservation practices.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Handled billing information over phone.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
Crew Scheduler
1 Year- Developed crew schedules ensuring compliance with regulatory requirements and operational efficiency.
- Coordinated flight crew assignments, optimizing resource allocation to minimize delays and enhance service quality.
- Utilized scheduling software to manage crew availability, ensuring accurate and timely roster updates.
- Mentored junior schedulers, fostering knowledge sharing and improving team performance in scheduling processes.
- Collaborated with flight operations teams to address scheduling conflicts, enhancing communication and operational flow.
- Analyzed crew utilization data to identify trends, driving strategic decisions for workforce management improvements.
- Assisted with recruitment efforts, helping to identify qualified candidates for open positions within the team.
- Held construction progress and regular status meetings with project team.
- Kept projects on schedule and within budget while serving as project leader.
- Reduced scheduling errors by closely monitoring staff availability and proactively addressing potential conflicts.
- Supported the implementation of company-wide initiatives related to workforce planning and resource management.
Flight Attendant
9 Years 4 Months- Participated in effective communication between flight deck and cabin crew prior to and during flights to promote smooth operations and enhance teamwork.
- Reassured and comforted passengers during turbulent flights and concerns about delayed or canceled flights and resolved their issues promptly, enhancing customer satisfaction.
- Clearly explained and demonstrated in-depth safety and emergency procedures to passengers prior to departure.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
- Inspected interior of aircraft with much integrity prior to, during and after flights to make sure emergency equipment was in place.
- Maintained a positive attitude when dealing with distressed passengers, working to provide information about connecting flights, calm fears and provide secure environment.
- Served beverages and food items from refreshment cart and provided Information about in-flight offerings to passengers.
- Operated in compliance with all airline and federal aviation regulations for complete compliance with safety and security procedures.
- Maintained high standard of cleanliness and personal appearance to promote sense of professionalism and passenger confidence in crew as well as a positive energy and enthusiasm in a fast-paced environment thereby developing and maintaining a courteous and effective working relationship.
Education
IT Support Specialist
- Remote
- Full-time technical training to secure CompTIA A+ Certification.
Bachelor of Arts - Communication- Language Studies
GCE Advanced Level
Skills
Hardware Installation & Troubleshooting: Proficient in installing
configuring
and diagnosing issues with various hardware components.
Operating Systems: Experienced in configuring and managing diverse operating systems
including Windows
macOS
and Linux.
Networking Fundamentals: Solid understanding of networking fundamentals
including TCP/IP
DNS
and DHCP.
Cybersecurity Awareness: Familiar with basic cybersecurity principles and their application in maintaining system integrity.
Virtualization & Cloud Computing: Experience with virtualization technologies and cloud computing platforms.
System Management: Proficiency in using command-line tools for system management and basic administration.
CompTIA A+ Alignment: Comprehensive knowledge aligning with the CompTIA A+ 1101 and 1102 examinations.
Communication: Exceptional communication skills
honed through years of communicating with airline passengers in-flight of various backgrounds and cultures in order to ensure their safety and comfort thereby making their travel a great experience.
Customer Service: Proven ability to provide patient and effective guidance
addressing individual needs and going an extra mile to ensure comprehension and satisfaction.
Problem-solving & Analytical Skills: Demonstrated ability to break down complex problems into smaller
manageable steps and develop logical solutions.
Patience & Empathy: Cultivated through supporting airline passengers whose flights were extensively delayed by offering assistance tailored to individual needs
most especially with regards to the elderly or families traveling with minors.
Time Management & Organization: Experienced in managing tutoring sessions
scheduling appointments
and organizing learning materials effectively.
Adaptability & Learning Agility: Eager to learn new technologies and apply existing skills in a dynamic IT environment.
Customer service
Problem-solving
Dependable and responsible
Excellent communication
Critical thinking
Computer skills
Calm under pressure
Certification
CompTIA A+, July 2025
Galileo
Amadeus
Timeline
Customer Service Representative
Teleperformance USA
10.2025 - CurrentRead More
Reservation Agent
South African Airways
08.2021 - 07.2025Read More
Crew Scheduler
South African Airways
08.2020 - 08.2021Read More
Flight Attendant
South African Airways
04.2011 - 08.2020Read More
GCE Advanced Level
Read More
University of Yaounde 1
Bachelor of Arts from Communication- Language Studies
Read More
Per Scholas
IT Support Specialist
Read More