Shanice Coleman

Customer Service Representative

▪ Provided excellent customer service to passengers by addressing inquiries, resolving issues, and ensuring a positive travel experience.

▪ Assisted customers with booking flights, processing reservations, and managing ticketing inquiries.

▪ Handled check-in procedures, including issuing boarding passes, managing ticketing inquiries.

▪ Collaborated with other departments to coordinate and communicate information related to flight schedules, delays, and cancellations.

▪ Managed and processed customer baggage claims, ensuring accurate and timely resolution.

▪ Implemented company policies and procedures to uphold safety and security standards in customer interactions.

▪ Assisted in boarding procedures, ensuring a smooth and efficient process for all passengers.

▪ Maintained up-to-date knowledge of airline services, promotions, and policies to provide service during busy times.

▪ Contributed to a positive and collaborative team environment to enhance overall customer service delivery.

▪ Utilized airline systems and software to access passenger information, flight details, and other relevant data.

▪ Handled financial transactions, including processing payments, refunds, and managing financial inquiries.

▪ Consistently met or exceeded performance metrics related to customer satisfaction and service standards.

Advised management on best practices for employee growth and productivity goals, consistently helping company improve retention.

Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.

Maintained company compliance with local, state and federal laws, in addition to established organizational standards.

Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.

Organized and led staff orientation programs and training.

▪ Successfully leased available apartments to prospective tenants.

▪ Conducted comprehensive tours of vacant and rent-ready apartments, highlighting key features and amenities.

▪ Greated and engaged with tenants and prospects in a professional and friendly manner ensuring a positive and welcoming experience.

▪ Followed up with prospective tenants to answer queries and provide additional information.

▪ Prepared weekly reports detailing leasing activities, occupancy rates, and other relevant metrics.

▪ Coordinated and managed the move-in and move-out processes for tenants.

▪ Collected monthly rent payments, maintaining accurate records.

• Kept alcoholic beverages well-stocked and organized to meet expected demands.
• Assisted servers with specialty drinks orders by preparing on-demand items without delay.
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• Recruited, hired and trained staff on bar practices, customer service standards and productivity strategies, providing 100% improvement over prior onboarding process.
• Reduced labor costs by improving employee schedules and workflows to capitalize on individual strengths and better meet forecasted customer demands.