Rosalie Tumbocon
Edmonton,Alberta
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Customer Service Agent
Shell AeroCentre Edmonton International Airport
Edmonton , Canada
2022.08 - Current
- Maintained a professional manner and appearance while working with flight crews, passengers, and high-profile clients
- Provided prompt and courteous service to customers while proactively considering customers requirements
- Coordinated services for aircraft such as arranging fuel, booking equipment etc
- Arranged services required by flight crew such as transportation, hotels and catering
- Ensured fuel and other services are performed in a timely manner
- Communicated with the pilots, ramp agents to capture all services provided to an aircraft and invoice accordingly
- Handled passenger complaints professionally and resolved them with positive resolution
- Communicated with aircraft over the air-to-ground radio and with ramp agents over internal radio
- Dealt with people sensitively, tactfully, diplomatically at all times
- Worked effectively in a team environment
- Responded to emails and inquiries in a professional and timely manner
- Provided check-in services, screened passengers, and reviewed Covid-19 travel questionnaires
- Performed delivery for office and all supplies and distributed them to buildings 1 and 2
- Picked up and dropped off crew at the airport main terminal or designated hotel
- Worked in Shell buildings 1 & 2 as required
- Worked in a team and independently
- Performed duties and responsibilities when military, corrections, private & government flights as needed
- Developed positive working relationships with customers and team members
- Passed RAIC (Transport Canada Security Clearance)..
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Greeted passengers upon arrival and departure, providing ticketing assistance and general information.
- Assisted with baggage check-in and tagging for customers.
- Provided customer service to travelers in the form of answering questions, resolving complaints, and providing directions.
- Verified identification documents such as passports or driver's licenses.
- Processed payment transactions utilizing point of sale systems.
- Performed daily opening and closing procedures in accordance with company standards.
- Provided guidance to passengers regarding available services within the airport terminal complex.
- Scheduled ground transportation for arriving passengers when necessary.
- Inspected luggage for prohibited items prior to loading onto aircrafts.
- Responded quickly to emergency situations by following appropriate protocols.
- Operated various computer programs related to customer service operations.
- Resolved conflicts between passengers using effective interpersonal skills.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Built and maintained productive relationships with employees.
Clerk / Customer Service Representative
Seafood City
Calgary , Canada
2021.03 - 2023.07
- Obtained and evaluated all relevant information to handle product and service inquiries
- Dealt directly with customers either by telephone, electronically, or face to face
- Managed transactions with customers using cash registers
- Scanned goods and ensured pricing is accurate
- Collected payments whether in cash or credit
- Issued receipts, refunds, change, or tickets
- Resolved customer complaints, guided them, and provided relevant information
- Provided pricing and delivery information
- Performed customer verifications
- Directed requests and unresolved issues to the designated resource
- Kept records of customer interactions and transactions
- Communicated and coordinated with internal departments
- Provided feedback on the efficiency of the customer service process
- Tracked transactions on balance sheets and reported any discrepancies.
Appointment Coordinator
Lexus of Calgary
Calgary , Canada
2020.12 - 2021.02
- Built positive relationships with all points of contact and worked collaboratively to utilize available resources to successfully meet customer needs and expectations
- Acted as the primary point of contact for Service dispatching daily work and ensuring order fulfillment
- Monitored the progress and execution of the work plans and adjusted schedules to meet customers' service requests and requirements
- Confirmed and verified service appointments with customers, rescheduled appointments, and created recurring orders as required to meet external and internal requirements for compliance
- Complied and consistently utilized standard processes and procedures to effectively manage customer and operational needs
- Interacted with customers and provided them with information on products and services
- Responded to service calls from guests and dispatched a particular query to the relevant customer care associate
- Handled and resolved customer complaints/inquiries via mail or phone in a timely and accurate manner
- Assisted in product purchasing and order fulfillment activities such as taking orders, giving pricing information, determining appropriate shipping methods, routes, and rates, etc
- Maintained a database of customer sales order and invoicing records
- Performed other duties as required.
- Responded promptly to any changes or cancellations of existing appointments.
- Monitored no-show rates and took appropriate action when needed.
Sales & Product Coordinator
Trading Enterprises Al Futtaim Group
Dubai , United Arab Emirates
2012.05 - 2019.03
- Ordered vehicles on a web-based system on a monthly basis with the right color mix and options agreed with the sales team and line Manager
- Maintained a master order file to closely monitor the order status and arrivals
- Submitted debit notes related to vehicles approved and procured by principals on a timely basis
- Submitted monthly market data including competitor's price and offers
- Handled vehicle tagging, de-tagging, and maintenance of forward vehicle booking orders to ensure that the sales team is equipped to take forward orders vehicle arrivals
- Updated reports on current demonstrator vehicles
- Generated daily booking reports from SAP for management
- Maintained monthly reports and daily sales of the showroom which served as clerical backup
- Created invoices, related documents, and submitted bank documents.
Guest Relation Officer
Emirates Trading Agency
Dubai , United Arab Emirates
2010.02 - 2011.12
- Received and greeted business visitors and clients courteously and provided the required assistance
- Screened telephone calls, emails, faxes, and handled them when appropriate
- Looked after the inventory of office supplies
- Responsible for incoming and outgoing documents and properly maintaining files
- Coordinated with clients to provide information and schedule appointments
- Liaised with clients, suppliers, and subcontractors
- Managed multiple tasks in a pressured environment
- Provided complete support to the management.
Insurance Coordinator
National Hospital/New Medical Center
Abu Dhabi , United Arab Emirates
2007.01 - 2009.10
- Managed the reception by means of understanding the needs of every patient
- Gathered patient's information, such as name, contact number, private or insurance card holder
- Oriented patients about the consultation fees, co-insurance of the card holder, dental coverage, laboratory test, x-ray test, pharmacy bills if covered or not, and evaluated the validity of the insurance cards
- Coordinated with the insurance companies for pre-authorization and pre-hospitalization
- Analyzed exposure for the determination of adequate pricing and coverage of the insurance
- Coordinated for shifting patients from other hospitals, dealing with patients from house or hotel visits
- Answered telephone calls, encoded data, and maintained files/records.
Education
Associate in Computer Secretary -
Samson College of Science and Technology
06.2000
Skills
- Information Verification
- Documentation And Reporting
- Customer Relations
- Complaint Handling
- Inbound Customer Service
- Payment Processing
- Information Updates
- Excellent phone etiquette
- Call Routing
- Outbound Calling
- Appointment confirmation
- Documentation
- Client Relationship Building
- Activity Coordination
Training
- Certificate of Proficiency in Radio Air to Ground (Restricted Operator Aeronautical)
- ACE B10.1 Fueling Operations-Sales-Digital (K)
- ACE B02 Product Knowledge- Digital (K)
- Ramp Agent Actual Training (Marshall and chock aircraft etc)
- Fatigue Management Self and Co-Workers
- ACE A04 Emergency Response
- Awareness Training Standard First Aid (CSA Intermediate) CPR+AED
- Fire Safety Awareness Online Training
Timeline
Customer Service Agent
Shell AeroCentre Edmonton International Airport
2022.08 - Current
Clerk / Customer Service Representative
Seafood City
2021.03 - 2023.07
Appointment Coordinator
Lexus of Calgary
2020.12 - 2021.02
Sales & Product Coordinator
Trading Enterprises Al Futtaim Group
2012.05 - 2019.03
Guest Relation Officer
Emirates Trading Agency
2010.02 - 2011.12
Insurance Coordinator
National Hospital/New Medical Center
2007.01 - 2009.10
Associate in Computer Secretary -
Samson College of Science and Technology
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