Jacob Malone
West Kelowna,BC
Summary
Dynamic Customer Service Agent with a proven track record at WestJet Airlines, excelling in conflict resolution and outstanding communication. Known for fostering customer loyalty through empathetic interactions and effective problem resolution. Recognized for consistently meeting performance metrics while maintaining professionalism and a customer-focused approach in high-pressure environments.
Overview
25
25
years of professional experience
Work History
Customer Service Agent
ATS/AGI
02.2020 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Streamlined communication processes for improved information exchange between customers and team members.
- Responded proactively and positively to rapid change.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Customer Service Agent
WestJet Airlines
11.2003 - 02.2020
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Ground Handler
D and R Ramp Services
08.2000 - 11.2003
- Stocked aircraft cabins with necessary equipment and supplies.
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Ensured timely delivery of baggage to passengers, prioritizing speed and accuracy.
- Performed thorough inspections of ground support equipment, ensuring optimal performance and adherence to safety guidelines.
- Collaborated with team members to complete tasks efficiently, resulting in quicker aircraft turnarounds.
- Troubleshot issues that arose during daily operations, taking decisive action to resolve problems swiftly.
- Contributed to on-time departures by effectively marshaling aircraft into position for takeoff.
- Reduced aircraft turnaround time with meticulous planning and coordination of ground services.
- Participated in ongoing training programs, staying current with industry best practices for ground handling operations.
- Fostered a culture of teamwork among colleagues, leading to improved collaboration in high-pressure situations.
- Improved safety standards by conducting regular audits and addressing identified issues promptly.
- Coordinated with flight crews and airline representatives to facilitate seamless communication between parties.
Education
High School Diploma -
HB Beal Secondary School
London, ON06-1983
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Empathetic and genuine
- Active listening
- Conflict resolution
- Payment processing
- De-escalation techniques
- Customer focus
- Reliability and punctuality
- Verbal and written communication
- Decision-making
Timeline
Customer Service Agent
ATS/AGI
02.2020 - Current
Customer Service Agent
WestJet Airlines
11.2003 - 02.2020
Ground Handler
D and R Ramp Services
08.2000 - 11.2003
High School Diploma -
HB Beal Secondary School
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