Christain Hooks
Atlanta
Summary
Dedicated and customer-focused professional with over 10 years of experience in customer service, airline hospitality, sales force and team leadership. Skilled in conflict resolution, problem-solving, and ensuring a positive customer experience in high-pressure environments. Adept at training, supervising teams, onboarding new hires, and applying data analysis to drive process improvements.
Overview
14
14
years of professional experience
Work History
Flight Attendant
Delta Air Lines
01.2023 - Current
- Ensure passenger safety and deliver exceptional in-flight service to passengers.
- Monitored in-flight services, ensuring compliance with regulations and company standards.
- Manage emergency procedures and assist with conflict resolution to maintain a safe and welcoming atmosphere.
- Recognized for professionalism, teamwork, and customer satisfaction.
Customer Service Supervisor / Sales / Data Analyst
Verizon Wireless
01.2017 - 03.2023
- Supervised and supported a team of customer service representatives, ensuring adherence to company standards.
- Coordinated onboarding and training for new hires, providing mentorship and resources to improve performance and retention.
- Conducted data analysis on customer feedback, call metrics, and team performance to identify trends and recommend process improvements.
- Resolved escalated customer issues with a focus on customer satisfaction and long-term retention.
- Assisted with workflow management and implemented process enhancements that improved efficiency.
- Analyzed customer feedback to identify trends and implement process improvements.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Provided exceptional customer service to enhance sales and build customer loyalty.
- Built relationships with customers to encourage repeat business.
Customer Service Representative
FIS Global
10.2016 - 12.2016
- Provided support to clients by resolving inquiries regarding financial accounts.
- Ensured compliance with company policies and regulations.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Educated clients about policy changes and updates, facilitating informed decision-making regarding their healthcare coverage.
Customer Service Representative
Asurion
01.2014 - 06.2016
- Processed claims and ensured customer needs were met with accuracy and care.
- Utilized computer systems to track cases and provide timely resolutions.
- Resolved customer inquiries regarding policy details and claims processing.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Assisted customers with completing insurance documents to avoid missed information.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
Office Manager
Platinum Drywall
06.2011 - 01.2013
- Managed office operations, payroll preparation, and job site organization.
- Oversaw scheduling, deliveries, and administrative duties to ensure efficiency.
- Conducted regular audits of office processes, identifying areas for efficiency gains and cost reduction strategies.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Navigated routes using GPS technology to optimize delivery times.
- Operated vehicle safely in highly congested areas with no traffic violations.
Education
Business Management -
Arkansas Tech University
Russellville, AR01.2012
Skills
- Customer Experience & Satisfaction
- Conflict Resolution
- Team Supervision & Training
- Onboarding & New Hire Support
- Data Analysis & Process Improvement
- Time & Schedule Management
- Communication & Interpersonal Skills
- Customer engagement
- Sales expertise
- Report writing
- Business management
- Excel functions
Accomplishments
Verizon Wireless — Accomplishment Statements
- Consistently exceeded monthly sales goals by recommending the right plans, devices, and accessories for each customer.
- Maintained 90%+ customer satisfaction through clear communication and fast issue resolution.
- Reduced device returns by educating customers on features, setup, and troubleshooting.
- Supported store operations by keeping activations, inventory counts, and account changes accurate.
- Recognized for strong product knowledge and high upgrade conversion rates.
Asurion — Accomplishment Statements
- Resolved a high volume of daily tech support cases while maintaining top quality and accuracy.
- Achieved strong first-call resolution scores by walking customers through step-by-step troubleshooting.
- Delivered consistently high customer satisfaction by de-escalating issues and providing clear solutions.
- Assisted customers with device setup, data recovery, account access, and protection plan support.
- Known for strong problem-solving skills and meeting productivity targets.
Timeline
Flight Attendant
Delta Air Lines
01.2023 - Current
Customer Service Supervisor / Sales / Data Analyst
Verizon Wireless
01.2017 - 03.2023
Customer Service Representative
FIS Global
10.2016 - 12.2016
Customer Service Representative
Asurion
01.2014 - 06.2016
Office Manager
Platinum Drywall
06.2011 - 01.2013
Business Management -
Arkansas Tech University