Elaine Edmonds
Senior Customer Service Agent
Sobre mí
Strong focus in achieving exceptional customer service. Proactive mind-set with ability to find a solution to problems. Dedicated, Loyal individual who strives for the best results at all times. Strong communicator, who can communicate and deliver at all levels. Very much a team player, professional, articulate, and driven by success. Exceptional motivational skills, in both self and others.
Experiencia
Senior Customer Service Agent - DHL FOH for Easyjet Airline
Delivering exceptional customer service, whilst acting as the ambassador for the Airline. Ensuring a seamless passenger experience.
- Assisting with information and advising on all baggage enquiries lost or delayed
- Being able to stay calm at times when there are delays and cancellations gives passengers
- The ability to work in a fast paced high pressure environment
- Strong communication skills to assist diverse passengers
Licensing Support Officer - Civil Aviation Authority The job role involves directly dealing with all applicants who require advice on varying types of licences for all types of aviation, both commercial and private.
- Give support to the licensing Team to support applicants giving in depth advice on procedures and documents to process their application
- Advice and procedure on Type Rating applicants
- Conversion to individual licence
- Being highly organised and able to communicate at all levels understanding concerns setting out timescales for applicants ensuring best advice and best practice
- Attention to detail ensuring all correct procedures are followed in line with CAA requirements
- Being a team player
Cabin Crew - EasyJet Airline
- Ensuring that correct safety and security procedures are carried on each flight following guidelines, set out by CAA, monitoring crew performance at all times
- Ensuring crew maximise profit potential from every customer transaction as well as demonstrating a high level of customer service and safety
- Generating customer retention, by ensuring the highest level of care and attention throughout each duty, setting an example for others to follow
- Achieved and surpassed on board flight targets
- Developed, coached, motivated and monitored new and existing crew
- Dealing with and assisting all medical emergencies should they arise
- Assisted on recruitment and assessment centres, staff evaluation days
Training and Development Manager - BSkyB
- Provided instruction in leadership and training for up to 200 new employees a year for 6 years
- Provided leadership, mentorship, applicable training and overall guidance for 42 instructors resulting in a consistent yearly increase in the overall graduation rate for the academy
- Maintained risk assessments and enforced safety standards which led to zero work related accidents
- Developed Salesforce tools, reports and accounting processes to track sales operation activities and all pre-post implementation adoption activities
- Expertly managed development of reports that included counselling, quarterly evaluations, supply, logistics and personnel
- Implemented 3 new course management plans to effectively update and control the quality of instructions being taught to new employees attending the course and effectively trained 42 -45 instructors per annum on these plans
- Received excellent ratings on evaluations for management and counselling skills over a 10 year period
- Responsible for implementation of developing and training new / current staff, all departments
- Developing Brand awareness – cross selling techniques
- Designing and delivering customer service / retention courses
- Advising / planning new campaigns for both sales and customer service in the ever changing energy market
- Controlling and running the strategy team, ensuring the business is always at the forefront for customer service, through excellent motivational skills
- Initiated staff performance reviews, on an individual basis along with evaluating staff requirements through effective coaching programmes
