Sarah Brown
St. Cloud,FL
Summary
Achieved high customer satisfaction ratings through effective management of service operations in airline and logistics sectors. Resolved complex customer and employee issues, contributing to a positive work environment. Cultivated strong team collaboration to drive service excellence and operational efficiency.
Overview
12
12
years of professional experience
Work History
Customer Support Specialist
JetBlue Airways
01.2021 - Current
- Provide high-quality customer service in a call center environment, assisting passengers with bookings, changes, and travel-related inquiries.
- Handle a high volume of inbound calls while maintaining professionalism and efficiency.
- Resolve escalated customer concerns, cancellations, and complex issues with a solution-focused approach.
- Provide employee support by assisting colleagues with system navigation, problem-solving, and procedural questions.
- Accurately document customer and employee interactions in company systems.
- Maintain strong knowledge of airline policies, procedures, and fare rules.
- Consistently meet performance metrics, including call handling time, customer satisfaction, and quality standards.
Warehouse Associate
Publix Pharmacy Warehouse
01.2016 - 01.2021
- Verified shipment accuracy using internal systems and invoices, ensuring inventory integrity.
- Prepared and organized pharmacy orders for shipment with a strong focus on accuracy and efficiency.
- Operated voice-picking (Vocollect) systems to fulfill orders in a high-volume environment.
- Performed data entry to update inventory, track shipments, and maintain accurate records.
- Identified and reported discrepancies, including damages and shortages, to maintain quality standards.
- Maintained a clean, safe workspace in compliance with company policies and OSHA standards.
Front Desk Agent
Westgate Resorts
01.2014 - 01.2016
- Delivered exceptional guest service by managing check-ins, check-outs, and reservations.
- Handled guest inquiries, complaints, and special requests with professionalism and care.
- Processed payments and performed administrative tasks with accuracy.
- Upsold room upgrades and services, contributing to increased revenue.
Education
High School Diploma -
Cypress Creek High School
Orlando, FLHollywood Beauty Academy
Orlando, FLSkills
- Problem-solving
- Complaint handling
- Customer relationship management
- Help desk support
- Call center experience
- Conflict resolution
- Live chat support
- Quality assurance
- Product knowledge
- Active listening
- Sales support
- Customer response
- Payment processing
- Technical troubleshooting
- Time management
- Multitasking and organization
- Customer service excellence
- Empathy and patience
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Email communication
- Analytical thinking
- Workflow management
- Remote support tools
- Stress management
- SLA compliance
- Attention to detail
- Microsoft windows and office
- Teamwork and collaboration
- Organizational skills
- Highly professional
- Friendly and patient
- Call center operations
- Tracking and documentation
- Microsoft outlook, word, and Excel
- Data entry
Languages
Spanish
Limited Working
Timeline
Customer Support Specialist
JetBlue Airways
01.2021 - Current
Warehouse Associate
Publix Pharmacy Warehouse
01.2016 - 01.2021
Front Desk Agent
Westgate Resorts
01.2014 - 01.2016
High School Diploma -
Cypress Creek High School
Hollywood Beauty Academy