Gabriel Kenneth Riley
Mount Holly,NC
Summary
Dynamic customer service professional with a proven track record at American Airlines, excelling in conflict resolution and process improvement. Adept at enhancing passenger satisfaction through effective communication and strategic initiatives. Recognized for mentoring staff and driving collaborative efforts to elevate service quality and operational efficiency.
Experienced with coordinating customer service operations efficiently, ensuring smooth and effective communication between departments and clients. Utilizes problem-solving skills to address and resolve customer concerns promptly. Track record of implementing process improvements that enhance customer satisfaction and team performance.
Overview
18
18
years of professional experience
Work History
Customer Service Coordinator
American Airlines
12.2015 - Current
- Coordinated customer service initiatives to enhance passenger experience and satisfaction.
- Streamlined communication between departments to resolve customer inquiries effectively.
- Mentored junior staff, fostering a culture of collaboration and continuous learning.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Participated in company-wide initiatives aimed at enhancing the overall customer experience.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Customer Service Representative
American Airlines
12.2007 - 12.2015
- Resolved customer inquiries and concerns efficiently, enhancing overall satisfaction.
- Assisted passengers with booking changes and travel itineraries, ensuring seamless service.
- Utilized airline reservation systems to process ticket purchases and modifications accurately.
- Trained new customer service representatives on company policies and procedures, fostering team efficiency.
Education
High School Diploma -
SAINT PETER'S HIGH SCHOOL
LAMIN, THE GAMBIA 06-1990
Skills
- Customer service strategy
- Conflict resolution
- Communication skills
- Process improvement
- Customer focus
Timeline
Customer Service Coordinator
American Airlines
12.2015 - Current
Customer Service Representative
American Airlines
12.2007 - 12.2015
High School Diploma -
SAINT PETER'S HIGH SCHOOL