Peninaolemoana (Nina) Afu
West Jordan
Summary
Amiable Customer Experience Agent with several years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.
Overview
18
18
years of professional experience
1
1
year of post-secondary education
Work History
Customer Experience Agent
Delta Airlines
Atlanta
2019.12 - Current
- Handled customer inquiries regarding flight schedules and ticketing options.
- Assisted passengers with check-in procedures and boarding requirements.
- Resolved customer complaints with empathy and professionalism.
Cleaning Service
Delta Global Services
Salt Lake City
2018.07 - 2019.11
- Responsibilities include searching for security threats for security threats; restocking supplies and cleaning in preparation for new passengers
Driver
Enterprise Holdings
Midvale
2016.06 - 2016.05
- Responsibilities include delivering vehicles to other branch locations and picking up customers
Shipper
Perfectly Posh
Salt Lake City
2015.05 - 2016.05
- Responsibilities included packing and shipping of products
Lead/Line Associate
Cookie Tree Bakeries
Salt Lake City
2008.12 - 2014.01
- Changed machine labels and verified products were packed and labeled correctly.
Education
Certificate - Tourism And Travel Management
Byman School of Tourism
West Valley , Utah 1991.06 - 1992.03
Skills
- Customer service techniques
- Customer onboarding
- Escalated call handling
- Call escalation
- Call center experience
- Customer relationship management
- Effective communication
- Problem solving
- Time management
- Conflict management
- Travel coordination
Timeline
Customer Experience Agent
Delta Airlines
2019.12 - Current
Cleaning Service
Delta Global Services
2018.07 - 2019.11
Driver
Enterprise Holdings
2016.06 - 2016.05
Shipper
Perfectly Posh
2015.05 - 2016.05
Lead/Line Associate
Cookie Tree Bakeries
2008.12 - 2014.01
Certificate - Tourism And Travel Management
Byman School of Tourism
1991.06 - 1992.03