SHARDA MANSOUR
Summary
Results-oriented professional with a strong background in customer service transitioning into a Training Coordinator role. Proven ability to effectively communicate, problem-solve, and build rapport with hands-on experience in on-the-job and classroom training for new hires. Eager to leverage a passion for developing others and a commitment to operational excellence to design and deliver impactful training programs that elevate team performance and enhance the customer experience.
Overview
13
13
years of professional experience
Work History
Flight Tracking Specialist
Flexjet
09.2024 - Current
- Responsible for the strategic oversight of day-to-day flight operations, is accountable for staying informed on the status of all flight activities, and documenting time sensitive information with high accuracy.
- Document all flight activity of assigning aircrafts
- Maintain updated status for ongoing matters related flight activity due to aircraft maintenance, weather, passengers, pilots, airports and FBOs
- Relay communications between pilots, Operations and Owners Services in a timely manner
- Work with other departments to ensure compliance with the Federal Aviation Administration (FAA)
Travel Logistics Coordinator
Flexjet
04.2023 - 09.2024
- Coordinate travel accommodations for crew members according to live flight plans.
- Consistently update internal system with current hotel and ground travel information.
- Trained and mentored new hires through comprehensive on-the-floor and classroom instruction.
- Work with other departments to ensure compliance with the Federal Aviation Administration (FAA).
Senior Resolution Specialist
CVS Caremark
09.2021 - 04.2023
- Assist in complex customer service duties which include handling escalations and assistance.
- Utilize critical thinking and problem-solving skills to assist representatives and members.
- Serve as a Subject Matter Expert (SME) and/or resource for others, including new hires and employees needing refreshers.
Massage Therapist
Physicians Plus
11.2019 - 09.2021
- Provided safe, effective, and appropriate massage therapy treatment to patients with various injuries.
- Assessed client needs through comprehensive evaluations, tailoring treatment plans to individual conditions.
Teller
Cardinal Credit Union
08.2018 - 08.2019
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Debt Collector
Credit First National Association
06.2015 - 08.2018
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
Teller
Century Federal Credit Union
08.2014 - 02.2015
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed customer transactions promptly, minimizing wait times.
- Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
Teller
Huntington National Bank
09.2012 - 08.2014
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Completed highly accurate, high-volume money counts via manual and machine-driven approaches.
- Provided customer records on demand, including account statements and copies of checks.
- Processed customer transactions accurately and efficiently to enhance service quality.
Education
Associate of Arts - Liberal Arts
Cuyahoga Community College
Highland Heights, OH05-2015
Certification - Advanced Massage Therapy Certification
Cuyahoga Community College
Highland Heights, OH12-2019
Skills
- Coaching and mentoring
- Feedback collection
- Performance evaluation
- Attention to detail
- Clear communication
- Critical thinking
Awards
September 2024 Hotel Logistics Star Employee of the Month.
Timeline
Flight Tracking Specialist
Flexjet
09.2024 - Current
Travel Logistics Coordinator
Flexjet
04.2023 - 09.2024
Senior Resolution Specialist
CVS Caremark
09.2021 - 04.2023
Massage Therapist
Physicians Plus
11.2019 - 09.2021
Teller
Cardinal Credit Union
08.2018 - 08.2019
Debt Collector
Credit First National Association
06.2015 - 08.2018
Teller
Century Federal Credit Union
08.2014 - 02.2015
Teller
Huntington National Bank
09.2012 - 08.2014
Associate of Arts - Liberal Arts
Cuyahoga Community College
Certification - Advanced Massage Therapy Certification
Cuyahoga Community College
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