Zodian Clayton
Elmont,NY
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Passenger Service Representative
AIR FRANCE& KLM
06.2022 - 10.2024
- Demonstrates excellent communication, organizational, and problem-solving skills, with a proven ability to enhance customer satisfaction and streamline travel processes
- Led and directed Customer Service Agents, ensuring adherence to standard operating procedures and maintaining high customer service standards
- Ensured a safe work environment by monitoring safety protocols and providing support to team members
- Managed operational tasks including flight openings and closings, meal coordination, and team briefings, improving operational efficiency
- Coordinated with cross-functional teams to streamline ground operations, reducing delays by 15% and improving on-time performance
- Lobby Management
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with team members to manage gate operations effectively during peak periods.
Lobby Attendant
Eulen America
05.2021 - 06.2022
- Served as the first point of contact for passengers at the security checkpoint, providing clear directions and enhancing the flow of passenger traffic
- Assisted passengers with TSA regulations and ensured compliance with carry-on baggage requirements
- Verified ticket and gate pass authenticity, collaborating with security personnel to maintain a secure environment
- Implemented process improvements to reduce congestion and enhance passenger satisfaction
- Assisted passengers with special needs, ensuring a comfortable and pleasant travel experience.
Customer Service Representative
FACA RESTAURANTS OWNER'S CORP
06.2018 - 12.2019
- Processed high volumes of transactions accurately, maintaining balanced cash registers and handling customer inquiries
- Managed wholesale and retail order processing, contributing to a 10% increase in repeat business through timely and accurate service
- Built strong customer relationships by providing personalized service and resolving issues promptly
- Maintained inventory and pricing information, ensuring accuracy across all sales channels
- Improved resolution time with effective problem-solving for customer complaints.
Education
ASSOCIATE IN APPLIED SCIENCE - MEDICAL INSURANCE BILLING AND CODING
Berkeley College
New York, NYSkills
Customer satisfaction focus
Flight logistics management
Strong interpersonal abilities
Analytical problem solving
Expertise in Altea travel software
Proficient time management
Customer complaint resolution
Disability inclusion knowledge
Client relations management
Certification
Certified Billing and Coding Specialist (CBCS), National Healthcare Association (NHA)
Timeline
Passenger Service Representative
AIR FRANCE& KLM
06.2022 - 10.2024
Lobby Attendant
Eulen America
05.2021 - 06.2022
Customer Service Representative
FACA RESTAURANTS OWNER'S CORP
06.2018 - 12.2019
ASSOCIATE IN APPLIED SCIENCE - MEDICAL INSURANCE BILLING AND CODING
Berkeley College