FABIA JACK
Phoenix,AZ
Summary
Customer service professional prepared to enhance team performance and customer satisfaction. Seeking a challenging position where I can learn and grow, expand my knowledge, and leverage my strengths. Background includes managing customer service operations and optimizing workflows for better efficiency. Strong skills in conflict resolution, communication, adapting to shifting priorities and team leadership.
Overview
11
11
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE (LEAD)
SWISSPORT LTD
Phoenix, AZ
08.2024 - Current
- Assisted in the development and implementation of customer service policies and procedures to enhance overall customer satisfaction.
- Managed a team of customer service representatives in handling customer inquiries, issues, and complaints.
- Greeted passengers, verified tickets and directed passengers to assigned seats.
- Supervised and operated flights
- Relayed updates and information to passengers in a friendly and timely manner.
- Maintained a friendly, positive attitude when dealing with distressed passengers.
- Provided services efficiently and with high level of accuracy.
- Processed customer inquiries related to services or complaints, and promptly addressed issues or complaints.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
DELIVERY DRIVER
Phoenix, AZ
01.2023 - 12.2024
- Responsible for navigating various routes using GPS and maps for timely delivery.
- Ensured the delivery of goods within specified timelines.
- Maintained accurate records of delivery processes and ensured timely delivery.
- Excellent customer service skills with a focus on exceeding customer expectations.
- Previous experience in handling and securing delicate or perishable goods during transport.
BEHAVIOUR HEALTH TECHNICIAN
Group Home
Phoenix, AZ
06.2020 - 12.2021
- My role as a BHT was critical to patient safety, which included observing patient behavior, frequent rounding, and documenting the Electronic Medical Record
- Provide routine care to patients
- Observed patients for any abnormal behavior or physical signs
- Provided direct care to clients between 21 and 65 years of age in a residential setting
- Documented and observed resident behaviors while helping determine effective client care methods
- Worked alongside licensed staff to implement and revise individual patient treatment plans and goals
- Monitored and ensured safety of clients at high risk for harmful behavior to self or others
- Measured and monitored patients' vital signs and assisted with activities of daily living
- Maintained patient observation and set boundaries on inappropriate behavior, aided or restrained them to prevent injury to themselves or others
- Demonstrated understanding of federal guidelines related to confidentiality, patient rights and restriction of rights
- Demonstrated familiarity with procedures related to proper search of clients according to company policy
- Completed tasks including completion of incident report
GENERAL WAREHOUSE EMPLOYEE
Marion, IN
05.2019 - 05.2020
- Assisted in inventory by observing first-in/first-out methods to keep organized and properly stocked.
- Kept warehouse stations and equipment clean and organized and removed debris and trash to maintain organized and safe warehouse.
- Kept warehouse clean and organized to maximize team efficiency and productivity.
- Moved and lifted heavy loads of merchandise using equipment.
- Kept warehouse stations and equipment in good working order in line with OSHA requirements.
- Experience loading and unloading trailers
- RF Scanner
CUSTOMER SERVICE AGENT
SWISSPORT LTD
Los Angeles, CA
06.2015 - 12.2017
- Greeted passengers, verified tickets and directed passengers to assigned seats.
- Explained the use of safety equipment and answered passengers' questions.
- Supervised unaccompanied minors
- Relayed updates and information to passengers in a friendly and timely manner.
- Maintained a friendly, positive attitude when dealing with distressed passengers.
- Verified that personal and payment information on on guest accounts was accurate and complete.
- Provided services efficiently and with high level of accuracy.
- Directed passengers to correct airport terminal locations.
- Checked baggage at the gate and loaded onto ramp.
- Processed order transactions and provided customers with inquiries, tickets and receipts.
- Processed customer inquiries related to services or complaints, and promptly addressed issues or complaints.
- Reviewed tickets, identification and passports to verify traveler identity.
- Provided information to passengers on Go Now system, including reservations, payment sources and contact details.
- Certified Jetbridge Operator
Education
HIGH SCHOOL DIPLOMA -
Skills
- Airline Experience
- Customer Service
- Microsoft Office
- Effective communication
- Adaptability and flexibility
- Decision-making
- Employee supervision
- Operations management
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
- Reliability
LANGUAGES
English
Timeline
CUSTOMER SERVICE REPRESENTATIVE (LEAD)
SWISSPORT LTD
08.2024 - Current
DELIVERY DRIVER
01.2023 - 12.2024
BEHAVIOUR HEALTH TECHNICIAN
Group Home
06.2020 - 12.2021
GENERAL WAREHOUSE EMPLOYEE
05.2019 - 05.2020
CUSTOMER SERVICE AGENT
SWISSPORT LTD
06.2015 - 12.2017