PATRICIA UMOREN
PARK FOREST,IL
Summary
Personable and dedicated Customer Service Representative with extensive experience in travel industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Support Analyst
CIBT
Chicago, IL
10.2021 - Current
- Managed high-priority support tickets, delivering solutions that met and exceeded customer expectations
- Served as liaison between customers and internal teams, ensuring efficient communication and prompt resolution of issues.
Customer Care Representative
Franciscan Health
Olympia Fields, IL
06.2016 - 08.2021
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
- Streamlined call response times for improved customer experience through effective communication techniques
- Maintained elevated level of product knowledge to provide accurate information and support to customers
- Utilized CRM systems to accurately track customer interactions and update account information.
Passenger Service Representative
Swissport USA
Chicago, IL
02.2015 - 05.2016
- Supported revenue growth by upselling ancillary products such as seat upgrades or priority boarding passes during customer interactions
- Coordinated with airline staff to ensure smooth boarding procedures for all passengers
- Resolved customer complaints promptly, maintaining elevated level of professionalism
- Demonstrated strong commitment to safety by always adhering to company policies and federal regulations
- Assisted passengers with special needs, ensuring comfortable and pleasant travel experience
- Increased on-time departures by closely monitoring passenger flow during boarding procedures
- Processed flight reservations efficiently, minimizing errors and delays in system
- Assisted passengers with special needs, ensuring comfortable and pleasant travel experience.
Education
Master of Science - Management Information Systems
Central Michigan University
03.2023
Bachelor of Science - Exercise Science
Olivet Nazarene University
05.2018
Associate of Science - Science Education
Prairie State College
05.2016
Skills
- Strong analytical skills for case analysis and reporting
- Excellent verbal and written communication skills
- Ability to work collaboratively across teams and departments
- Skilled in crisis management and risk mitigation
- Proficient in using CRM software and contact management systems
- Escalation Management
- Complaint Handling
- Order Management
- Account Management
References
Available upon request.
Timeline
Customer Support Analyst
CIBT
10.2021 - Current
Customer Care Representative
Franciscan Health
06.2016 - 08.2021
Passenger Service Representative
Swissport USA
02.2015 - 05.2016
Master of Science - Management Information Systems
Central Michigan University
Bachelor of Science - Exercise Science
Olivet Nazarene University
Associate of Science - Science Education
Prairie State College
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