William Gray
Lawrenceville
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Knowledgeable and dedicated customer service professional with extensive experience in the airline industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Flight Attendant
United Airlines
06.2022 - Current
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
Customer Service Representative
Assurant Mortgage Solutions
08.2021 - 05.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Supervisor of Operations
Columbus State University Athletics
09.2017 - 05.2021
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Oversaw inventory management, maintaining optimal stock levels while minimizing waste and excess costs.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Education
Master of Science - Forensic Psychology
Liberty University
Lynchburg, VA05-2025
Bachelor of Arts - Criminal Justice
Columbus State University
Columbus, GA05-2021
Skills
- Customer service
- Strong work ethic
- Attention to detail
- First aid
- Active listening
- Effective communication
- Decision-making
- Legal research
- Professionalism
- Public speaking
- Adaptability
- Data entry
Timeline
Flight Attendant
United Airlines
06.2022 - Current
Customer Service Representative
Assurant Mortgage Solutions
08.2021 - 05.2022
Supervisor of Operations
Columbus State University Athletics
09.2017 - 05.2021
Master of Science - Forensic Psychology
Liberty University
Bachelor of Arts - Criminal Justice
Columbus State University
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