Kwesi Berkley
Port Of Spain
Summary
Accomplished Customer Relations Representative with a proven track record at American Airlines, enhancing customer satisfaction through expert complaint resolution and exemplary service. Skilled in risk management and problem-solving, I significantly improved response times and customer loyalty. Trained staff, demonstrating adaptability and a commitment to excellence, I consistently exceeded service standards, contributing to a positive company reputation.
Overview
4
4
years of professional experience
Work History
Customer Relations Representative
American Airlines
03.2023 - Current
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
- Handled high-pressure situations calmly, ensuring positive outcomes for both the client and the business.
- Logged call information and solutions provided into internal database.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Communicated with customers to assess and address individual needs, providing timely and quality support via Type systems.
- Maintained comprehensive knowledge of company offerings to provide accurate information and recommendations to customers.
- Exceeded performance targets with consistent delivery of high-quality service to clients.
- Improved company reputation through attentive listening, understanding, and addressing customer needs effectively.
- Coordinated with multiple departments to address complex customer issues efficiently and effectively.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
Dispatcher
DROP Caribbean
01.2021 - 02.2023
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Closely monitored dispatch board to triage and prioritize over Number daily calls.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Assisted in resolving customer complaints and grievances.
- Monitored and tracked dispatch communication systems.
- Communicated with customers to provide delivery updates and resolution.
Education
Graphic And Web Design
School of Practical Accounts
Chaguanas, Trinidad And TobagoOccupational Health And Safety
School of Practical Accounting
Chaguanas, Trinidad And Tobago10.2020
Caribbean Secondary Education Certificate -
Arima Central Scondary
Arima, Trinisad And Tobago05.2007
Skills
- Risk Management
- Promotional support
- Customer Service
- Problem-solving abilities
- Customer Satisfaction
- Computer Proficiency
- Data Entry
- Microsoft Outlook
- Complaint resolution
- Administrative Support
- Staff education and training
- Problem-Solving
Timeline
Customer Relations Representative
American Airlines
03.2023 - Current
Dispatcher
DROP Caribbean
01.2021 - 02.2023
Graphic And Web Design
School of Practical Accounts
Occupational Health And Safety
School of Practical Accounting
Caribbean Secondary Education Certificate -
Arima Central Scondary
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