Ta’Mia Spates
Philadelphia,PA
Summary
Dynamic customer service professional with extensive experience at American Airlines, adept at utilizing ticketing systems and resolving complex issues. Recognized for enhancing customer satisfaction through effective communication and problem-solving skills. Proven ability to manage high-pressure situations while maintaining accuracy in data entry and cash handling. Committed to continuous improvement and teamwork.
Overview
12
12
years of professional experience
Work History
Ticket Agent
American Airlines
06.2021 - 05.2025
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Researched and resolved customer ticketing issues to promote satisfaction.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Supported customers with wheelchair access and special seating requirements to support continuous accessibility.
- Managed cash transactions accurately, balancing daily sales reports to maintain financial integrity.
- Monitored ticket sales and provided detailed reports to management.
- Answered customer inquiries regarding ticket availability, pricing and event information.
- Assisted with development and implementation of new ticketing policies for enhanced service delivery.
- Resolved customer complaints promptly, maintaining a professional demeanor and positive company image.
- Supported fellow agents during peak hours by taking on additional tasks without compromising quality of service.
- Processed cash and credit card transactions securely and promptly for customer payments.
- Enhanced customer satisfaction by efficiently managing ticket reservations, cancellations, and modifications.
- Provided schedule, routing and fare information to assist customers with ticket purchases.
- Verified passenger identification and processed required travel documents for smooth boarding procedures.
Call Center Representative
AGR Group Nevada
03.2020 - 05.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Caregiver
IHSS
12.2018 - 01.2019
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Managed patient appointments and transportation needs, ensuring punctual arrival at medical visits and other engagements.
- Assisted in rehabilitation exercises as prescribed by medical professionals, guiding patients towards improved mobility and function.
Security Officer
BIG Eye Security
09.2015 - 11.2017
- 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.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Reduced incident response times by implementing efficient emergency procedures and collaborating with local law enforcement agencies.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Monitored CCTV cameras and alarm systems for security breaches.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
Customer Service Representative
BDSmktg
05.2013 - 08.2015
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
Associate Of Business Administration - Business
Laney College
Oakland, CA06.2019
Master Of Criminal Justice - Criminal Justice
Merritt College
Oakland, CA01.2014
High School Diploma -
Dewey Academy
Oakland, CA06.2012
Timeline
Ticket Agent
American Airlines
06.2021 - 05.2025
Call Center Representative
AGR Group Nevada
03.2020 - 05.2021
Caregiver
IHSS
12.2018 - 01.2019
Security Officer
BIG Eye Security
09.2015 - 11.2017
Customer Service Representative
BDSmktg
05.2013 - 08.2015
Associate Of Business Administration - Business
Laney College
Master Of Criminal Justice - Criminal Justice
Merritt College
High School Diploma -
Dewey Academy
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