Jayla Charles
Durham
Summary
Dynamic and results-oriented professional with extensive experience in customer service and problem-solving, notably as a Front Desk Agent at American Airlines Cargo. Excelled in enhancing customer satisfaction and retention through exceptional service and efficient issue resolution. Skilled in cash handling and guest services, achieving a significant improvement in team performance and customer loyalty.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
American Airlines Cargo
12.2023 - Current
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Managed phone lines effectively, addressing inquiries promptly and transferring calls as needed.
- Maintained an organized front desk area, contributing to a welcoming environment for guests upon arrival.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Delivery Driver
Fedex
10.2022 - 12.2023
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
General Merchandise Expert
Target
06.2021 - 10.2022
- Ensured accurate inventory levels by conducting routine stock checks and updating records accordingly.
- Reduced shrinkage through vigilant monitoring of potential theft and adherence to loss prevention guidelines.
- Assisted in implementing store-wide sales events, coordinating with team members to ensure smooth execution and positive customer experiences.
- Resolved customer issues promptly and professionally, ensuring continued loyalty to the brand.
Shift Manager
Dunkin Donuts & Baskin Robbins
06.2017 - 06.2021
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
Education
High School Diploma -
Charles E Jordan High School
Durham, NC06-2018
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
Timeline
Front Desk Agent
American Airlines Cargo
12.2023 - Current
Delivery Driver
Fedex
10.2022 - 12.2023
General Merchandise Expert
Target
06.2021 - 10.2022
Shift Manager
Dunkin Donuts & Baskin Robbins
06.2017 - 06.2021
High School Diploma -
Charles E Jordan High School
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