Summary
Overview
Work History
Skills
Timeline
Generic

Melissa Wilson

Cabin Crew
Georgetown

Summary

Dynamic professional with a proven track record at ITel BPO and American Airlines, enhancing customer satisfaction and airport security. Expert in customer service and threat assessment, adept at problem-solving and team collaboration. Achieved significant improvements in safety protocols and customer loyalty through innovative strategies and active listening. Skilled in utilizing advanced technology and critical thinking to address complex challenges.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

ITel BPO
03.2022 - 06.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Updated account information to maintain customer records.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Aviation Security Officer

American Airlines
03.2019 - 01.2022
  • Enhanced airport security by conducting thorough screenings and inspections of passengers, baggage, and cargo.
  • Collaborated with law enforcement agencies to respond swiftly to emergencies, ensuring the safety of all passengers and personnel.
  • Detected potential threats by utilizing advanced technology such as X-ray machines and explosive trace detectors.
  • Participated in continuous professional development opportunities to stay updated on industry trends and advancements in security technology.
  • Improved overall airport safety by promptly addressing any security-related concerns raised by staff or passengers.
  • Prevented unauthorized items from entering secure areas by performing meticulous hand searches on selected luggage pieces when necessary.
  • Conducted training sessions for new hires on aviation security policies and procedures, fostering a culture of vigilance and teamwork among staff members.
  • Completed comprehensive training programs on aviation security regulations, principles, and best practices, increasing proficiency in job responsibilities.
  • Contributed to the development of new security measures through active participation in team meetings and brainstorming sessions.
  • Participated in regular emergency response drills to remain prepared for potential incidents like bomb threats or hijackings.

Skills

  • Customer Service

  • Active Listening

  • Problem-solving abilities

  • Excellent Communication

  • Team Collaboration

  • Professionalism

    • Timeline

    Customer Service Representative

    ITel BPO
    03.2022 - 06.2023

    Aviation Security Officer

    American Airlines
    03.2019 - 01.2022

    Similar Profiles

    CREATE PROFILE
    Melissa WilsonCabin Crew