Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Samulyn Browne

Darby,PA

Summary

Dynamic Customer Relation Manager with a proven track record at Piedmont Airlines, excelling in conflict resolution and customer relationship management. Expert in analyzing feedback to enhance service offerings, fostering loyalty, and driving satisfaction. Recognized for transforming dissatisfied customers into advocates through effective communication and problem-solving skills.

Overview

12
12
years of professional experience

Work History

Customer Relation Manager

Piedmont Airlines
10.2021 - Current
  • Company Overview: American Eagle
  • Investigate passengers compliant (CR View, DOT and social media Compliant)
  • Prepared and presented regular reports on customer relationship activities and outcomes to senior management.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Addressed customer questions and concerns regarding products and services.
  • Developed strong relationships with customers to ensure satisfaction and loyalty.
  • Provided guidance on how to handle difficult customers or situations.
  • Facilitated knowledge sharing sessions to keep the team updated on best practices in customer relationship management.
  • Analyzed customer feedback data to identify areas for improvement in products or services.
  • Assisted customers with inquiries via telephone, email, or online chat.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Managed crisis communications, turning dissatisfied customers into brand advocates.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Agent Services Representative

Transworld Systems INC
03.2019 - 09.2021
  • Contacted customers about potential service upgrades, new services and account changes.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Responded to incoming calls from customers with accurate and helpful information.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Collected deposits or payments and arranged for billing.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Travel consultant

AAA Southern PA
07.2017 - 05.2018
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Computed costs of travel and accommodations using calculator, computer or quote package tour's costs.
  • Built and maintained strong relationships with vendors and suppliers in the travel industry.
  • Asked open-ended questions to best understand client needs and determine best travel offerings.
  • Conducted research on new destinations and attractions to expand product portfolio.
  • Responded promptly to customer inquiries via phone, email or in-person contact.
  • Monitored competitors' prices and offerings to maintain competitive edge in the market.

Travel Consultant

Connexion loyalty
10.2016 - 06.2017
  • Handled travel arrangements for groups, couples, executives, and special needs clients.
  • Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips.
  • Responded immediately to clients' questions, issues, and complaints, and found effective solutions when required.
  • Developed personalized travel itineraries based on clients' preferences and budget.
  • Managed customer complaints effectively according to established procedures.
  • Analyzed customer feedback to improve service offerings and client satisfaction.
  • Implemented marketing strategies to attract new clients and retain existing ones.
  • Negotiated competitive rates with travel suppliers to ensure the best deals for clients.

Sales Associate

Walmart
State College, USA
06.2015 - 12.2015
  • Processed returns, exchanges, and refunds in accordance with company policies.
  • Assisted customers with product selection, sizing and styling.
  • Worked with fellow sales team members to achieve group targets.
  • Restocked shelves as needed to ensure sufficient inventory levels.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked with cross-functional teams to achieve goals.
  • Recognized by management for providing exceptional customer service.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Ramp Agent

US Aviation Services
Philadelphia, USA
06.2013 - 05.2015
  • Operated a variety of motorized vehicles such as tugs, belt loaders, forklifts. safely and efficiently around airport premises.
  • Assisted passengers in finding their lost luggage at baggage claim areas.
  • Inspected aircraft interiors prior to take-off for any hazards or debris that could cause damage during flight.
  • Followed safety procedures such as using reflective gear while working on the ramp.
  • Ensured compliance with Federal Aviation Administration (FAA) regulations and safety standards.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Education

Bachelor of Science - Human Resource Management

Purdue University
Indianapolis, IN
10.2023

Certificate - Travel Agent Training

The Travel Academy
Eagan, MN
03.2016

Skills

  • Customer service
  • Conflict resolution
  • Customer relationship management
  • Inventory management
  • Sales tracking
  • Document review
  • Team collaboration
  • Problem solving
  • Prioritization Skills
  • Effective communication
  • Adaptability
  • Problem-solving
  • Decision-making
  • Customer relations
  • Customer needs assessment
  • Strong work ethic
  • Customer development planning
  • Active listening
  • Interpersonal communication
  • Recruitment and hiring

Affiliations

  • Exploring
  • Research

Timeline

Customer Relation Manager

Piedmont Airlines
10.2021 - Current

Agent Services Representative

Transworld Systems INC
03.2019 - 09.2021

Travel consultant

AAA Southern PA
07.2017 - 05.2018

Travel Consultant

Connexion loyalty
10.2016 - 06.2017

Sales Associate

Walmart
06.2015 - 12.2015

Ramp Agent

US Aviation Services
06.2013 - 05.2015

Bachelor of Science - Human Resource Management

Purdue University

Certificate - Travel Agent Training

The Travel Academy

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Samulyn Browne