Shaquana Jordan
Temple Terrace,FL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Delta Air Lines, Inc
Tampa, FL
02.2022 - Current
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved customer complaints in a timely manner.
- Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Greeted passengers and provided information about departure and arrival times.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Filed reports of passenger complaints or incidents that occurred during travel process.
- Processed refunds, exchanges, and upgrades when necessary.
- Assisted customers with ticket purchases, trip planning, pricing and scheduling.
- Took reservations from patrons by phone or online.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Provided accurate, valid, and complete information to customers.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
City Carrier/ Mail Handler
United States Postal Service
Greensboro-High Point-Winston, NC
10.2014 - 02.2022
- Loaded and unloaded mail from delivery vans on a per shift basis
- Separated mail, emptied sacks, and assisted in supply room operation; operated copy machine and keyed in orders.
- Managed and maintained electric forklift and pallet jack equipment efficiently.
- Achieved on-time deliveries by utilizing best route options
- Managed the accurate collection and documentation of receipts and monetary transactions at the close of every shift
- Performed pick-ups and deliveries for local and intra-state locations
- Synchronized case mail delivery in proper order along an established route
- Efficiently organized and categorized various types of mail for truck transfer to relay boxes on designated routes
- Delivered mail on foot and by vehicle and collected letters from customers for mailing
- Safely operating a portable electronic scanner to process and track incoming and outgoing mail, including customs, postage-due, and C.O.D mail matters; ensuring accurate documentation.
Customer Service Representative
Sykes (Apple)
Greensboro, NC
07.2013 - 10.2015
- Maintained detailed records of customer inquiries and comments with promptness
- Ensured prompt, complete, and professional responses to all customer inquiries
- Enhanced resolution process by directing unresolved customer complaints to designated teams
- Assisted customers by answering questions about the availability of products and estimated shipping times
- Suggested new products, leading to increased business opportunities
- Provided prompt resolution to customer concerns with professionalism and empathy.
- Gathered and verified customer information to track their progress
- Successfully resolved challenging customer disputes through effective communication
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Effectively managed high-volume inbound and outbound customer calls
- Consistently assisted customers by addressing their queries related to products and cost
- Utilized open-ended questioning techniques to evaluate customer requirements
- Collected deposits or payments and arranged for billing.
- Implemented and provided detailed explanations for new membership contracts
Cook
Holly Hill Hospital
Raleigh, NC
10.2010 - 11.2012
- Greeted patients entering facility
- Recommended, selected and helped locate and obtain out-of-stock product based on patient and staff request
- Prepared food items, relayed food orders to cooks; and placed food trays over food warmer for immediate service
- Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices
- Portioned, arranged, garnished food, and served food
- Ensured food was stored and cooked at correct temperature
- Assisted diners with obtaining food from buffet/serving table as needed
- Communicated with other kitchen team members to ensure food was prepared on tie and correctly
- Ensured freshness of food and ingredients by checking for quality, keeping track of old and new items, and rotating stock
- Prepared food trays for both general and therapeutic diets, maintain proper temperatures for hot and cold foods
Education
High School Diploma -
Leesville Road High School
Associate of Arts - Tourism And Travel Management
Hillsborough Community College
trueSkills
- Scheduling
- Product Knowledge
- Account updating
- Inbound and Outbound Calling
- Data Entry
- Complaint resolution
- Problem-solving abilities
- Active Listening
- De-Escalation Techniques
- Office equipment proficiency
- Critical Thinking
- Payment Processing
Career Overview
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Have 5 years in fast-paced customer service and call center environments. Personable and professional under pressure.
Affiliations
- Volunteering
- Cooking
- Event planning
Timeline
Customer Service Representative
Delta Air Lines, Inc
02.2022 - Current
City Carrier/ Mail Handler
United States Postal Service
10.2014 - 02.2022
Customer Service Representative
Sykes (Apple)
07.2013 - 10.2015
Cook
Holly Hill Hospital
10.2010 - 11.2012
High School Diploma -
Leesville Road High School
Associate of Arts - Tourism And Travel Management
Hillsborough Community College
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