Monica Duda

• Assisted customers in troubleshooting product issues and resolving complaints.
• Managed order processing and ensured accurate shipment details for customers.
• Facilitated training sessions for new team members on customer service protocols.
• Maintained up-to-date knowledge of company products, services, policies, and procedures.
• Responded to customer emails and phone calls promptly, courteously, and professionally.
• Investigated customer complaints regarding product quality or service rendered.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
• Created detailed reports on customer feedback for management review.
• Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
• Ensured customer satisfaction through effective communication skills and problem resolution techniques.
• Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
• Prepared daily activity reports summarizing activities related to customer support requests.
• Processed customer account changes with proprietary software.
• Assisted in developing training materials related to new products or services being released.
• Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
• Coordinated with third-party vendors when necessary for resolving escalated customer issues.
• Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
• Participated in team meetings to discuss strategies for improving customer experience.
• Maintained positive working relationship with fellow staff and management.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Maintained records of data communication transactions, problems, and remedial actions or installation activities.
• Conducted workflow analysis, space design or cost comparison analysis.
• Maintained audit trail and statistical records of problems and conditions reported by client.
• Set up equipment for employee use, performing or properly installing cables, operating systems or software.
• Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
• Issuing invoices intra-Canada, USA, Mexico bound and internationally.
• Issuing all necessary documents as needed per county, such as certification of origin
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Assisted in preparing sales presentations and promotional materials for clients.

• Facilitated follow-ups with customers to ensure a positive buying experience.
• Personal and Phone contact with customers
• Taking orders and follow-ups
• Quotation of prices and product availability
• handling all inquiries, processing orders
• Shipping and receiving

• Worked for various airlines such as

Ø Royal Airlines

Ø Cubana

Ø Mexicana - Team leader

Ø Corsair

Ø Canada 3000

Ø Aeroflot

• Flight planification
• Tagged baggage and routed to appropriate location for loading and screening.
• Oversaw ticketing, gate and ramp services.
• Checked in luggage and confirmed all carry-on items met federal guidelines.
• Announced flight status updates and information about gate changes over PA system.
• Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
• Provided exceptional customer service to passengers, addressing concerns and resolving issues.
• Prepared detailed passenger manifests and other reports to meet organizational needs.
• Escorted handicapped passengers from terminal to aircraft.
• Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
• Educated passengers on safety procedures and provided assistance to disabled passengers
• Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
• Monitored security and maintained operational protocols.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
• Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.