Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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Brandon Moore

Brandon Moore

Summary

Dynamic Customer Experience Officer with Caribbean Airlines, recognized for enhancing customer satisfaction through effective problem-solving and exceptional communication. Proven track record in training and mentoring teams, implementing process improvements, and advocating for customer needs. Fluent in multiple languages, fostering strong relationships and brand loyalty while driving operational efficiency.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Experience Officer

Caribbean Airlines
08.2023 - 05.2025
  • Elevated customer experience by delivering swift and effective solutions.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
  • Conducted regular performance reviews with team members, identifying areas for improvement and growth opportunities.
  • Handled escalated customer complaints with tact and professionalism, resolving issues in a satisfactory manner while maintaining company reputation.
  • Tracked key performance metrics to assess team progress toward established goals and implement necessary adjustments.
  • Mentored new hires during their onboarding process, ensuring seamless integration into the team.
  • Initiated process improvements that enhanced operational efficiency without compromising on service quality standards or staff morale.
  • Developed comprehensive training materials to ensure consistent, high-quality customer service delivery across the team.
  • Maintained up-to-date knowledge of company policies, products, and services to effectively address customer questions and concerns.
  • Established strong rapport with customers through active listening, empathy, and clear communication skills.
  • Acted as the voice of the customer within the organization, advocating for their needs and expectations to be met across all levels.
  • Fostered a positive work environment that promoted collaboration, learning, and exceptional service delivery.
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Trained and motivated new associates on daily routines to sustain business productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.

Crew Officer

Caribbean Airlines
01.2007 - 05.2023
  • Implemented new strategies to reduce call wait times and improve overall efficiency in handling customer inquiries.
  • Spearheaded campaigns aimed at increasing brand loyalty among existing customers through targeted promotions and personalized offers.
  • Monitored social media platforms for potential crises or negative sentiment about the company; worked closely with PR teams to mitigate any reputational damage.
  • Championed the adoption of new technologies and tools that helped streamline customer support processes and improve overall productivity.
  • Analyzed customer feedback data to identify trends and develop actionable insights for continuous improvement efforts.
  • Continuously evaluated competitor offerings to stay ahead of industry trends and maintain competitive advantage in the marketplace.

Education

Bachelor - Marketing

Institute of Commercial Management
Bournemouth, England, United Kingdom
06.1995

Skills

  • Patience and composure
  • Exceptional communication
  • Training and coaching
  • Fluency in multiple languages
  • Complaint handling
  • Brand representation
  • Teamwork
  • Customer service
  • Problem-solving
  • Time management
  • Excellent communication
  • Effective communication

Accomplishments

Employee of the Year - 1999, 2013,2017

Certification

Certified in Sign Language, German and Spanish

Languages

German
Advanced (C1)
Spanish
Advanced (C1)

Timeline

Customer Experience Officer

Caribbean Airlines
08.2023 - 05.2025

Crew Officer

Caribbean Airlines
01.2007 - 05.2023

Bachelor - Marketing

Institute of Commercial Management

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Brandon Moore