Susan De Bourg
Stockbridge,GA
Summary
Driven by a commitment to excellence, leveraged problem-solving abilities and Microsoft Office Suite expertise at Delta Airlines Inc. to enhance customer satisfaction and streamline operations. A proactive approach and active listening skills led to a significant improvement in client retention and operational efficiency, showcasing ability to deliver impactful results in high-pressure environments.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Delta Airlines Inc.
07.2007 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Security Officer
FJC Securities Services
07.2001 - 07.2007
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Conducted regular patrols of key areas to spot and control security concerns.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Checked and verified photo identification prior to granting facility access.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Screened individuals and prevented passage of prohibited articles into restricted areas.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Decreased instances of theft, vandalism, and trespassing through diligent observation and reporting suspicious activities.
- Responded effectively to emergencies or disturbances, prioritizing safety of personnel while minimizing property damage or loss.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Trained new Security Officers in company policies, ensuring consistent knowledge across teams and adherence to established procedures.
- Regulated vehicle and pedestrian traffic onto building grounds.
- Managed access control systems efficiently, ensuring accurate records of employee badges for restricted areas were maintained at all times.
Medical Assistant/Phlebotomist
Best Medical Care PC
01.2000 - 05.2001
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Collected and documented patient medical information such as blood pressure and weight.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
Education
Bachelor of Science - Business Administration And Management
New York Institute of Technology
Old Westbury, NY05.2023
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Money handling abilities
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Call Management
- Product Knowledge
- Appointment Scheduling
- Order Processing
- Team Development
- Documentation
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Customer Relationship Management (CRM)
- Prioritization
- Staff Training
- De-Escalation Techniques
- Clerical Support
- Research
Certification
. Certified Medical Assistant
Timeline
Customer Service Representative
Delta Airlines Inc.
07.2007 - Current
Security Officer
FJC Securities Services
07.2001 - 07.2007
Medical Assistant/Phlebotomist
Best Medical Care PC
01.2000 - 05.2001
Bachelor of Science - Business Administration And Management
New York Institute of Technology
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