ROHBIN JOLIZ IDECHONG
Portsmouth,VA
Summary
Experienced Customer Service Leader bringing 20 plus years of quality performance in customer support supervisory roles.
Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
30
30
years of professional experience
Work History
Customer Service Supervisor
Delta Global Services, Delta Airlines
05.2015 - 10.2015
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
Customer Service Representative Team Lead
United Airlines
09.2010 - 05.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
United Airlines
06.2005 - 09.2010
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Sales Representative
United Airlines
06.2002 - 06.2005
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Increased revenue with strategic upselling of products and services to existing customers.
Customer Service Manager
Continental Airlines Limited
03.1995 - 06.2002
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Airlines Reservations Agent
Continental Airlines Limited
06.1993 - 03.1995
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
- Utilized advanced reservation software systems effectively to create bookings, track availability, and update guest records accurately.
- Assisted with revenue management tasks, including rate analysis and inventory control to maximize profitability.
- Supported sales team efforts by providing detailed information on group booking requests and generating contracts as needed.
Education
Associate of Arts - Computer And Information Sciences/General Educ
Crafton Hills College
Yucaipa, CA06.1988
Skills
- Problem-Solving
- Customer Service
- Customer Relations
- Positive and Constructive Feedback
- Handling Escalations
- Issue Resolution
- Sales Support
- Complaint resolution
- Complaint Handling
- Expertise in sales
Accomplishments
Kept the fort down in maintaining customer safety & meeting customers' & company expectations during Hurricane Katrina in Houston International Airport
CHC Dean's List
Kept GPA above average and Dean's Honor roll list
Timeline
Customer Service Supervisor
Delta Global Services, Delta Airlines
05.2015 - 10.2015
Customer Service Representative Team Lead
United Airlines
09.2010 - 05.2015
Customer Service Representative
United Airlines
06.2005 - 09.2010
Customer Service Sales Representative
United Airlines
06.2002 - 06.2005
Customer Service Manager
Continental Airlines Limited
03.1995 - 06.2002
Airlines Reservations Agent
Continental Airlines Limited
06.1993 - 03.1995
Associate of Arts - Computer And Information Sciences/General Educ
Crafton Hills College
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