Kathleen Pandeli
Los Angeles
Summary
Customer service professional with a sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Million Air Burbank
01.2024 - Current
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Manage a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduce customer complaints by proactively addressing issues and implementing effective solutions.
- Train and regularly mentor associates on performance-oriented strategies and customer service techniques.
Catering Concierge
JetSet Catering
01.2023 - 08.2024
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
- Handled catering orders accurately and within specified timeframes, contributing to successful events for clients.
- Collaborated with kitchen staff to ensure accurate and timely preparation of catering orders.
Customer Service Representative
Million Air
08.2012 - 12.2023
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Proactive preparation for all incoming aircraft
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
Bachelor of Arts - Journalism, Minor in Communications
California State University of Northridge
Northridge, CA05.2019
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Training and mentoring
- Decision-making
- Excellent time management skills
- Cash handling
- Adherence to high customer service standards
- Exceptional interpersonal communication
Timeline
Customer Service Manager
Million Air Burbank
01.2024 - Current
Catering Concierge
JetSet Catering
01.2023 - 08.2024
Customer Service Representative
Million Air
08.2012 - 12.2023
Bachelor of Arts - Journalism, Minor in Communications
California State University of Northridge
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