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Lead customer service agent skills for your resume and career
15 lead customer service agent skills for your resume and career
1. Reservations
- Provided and supervised services including check-in documentation and baggage, and reservations.
- Provided quality professional customer service: check- in, reservations and confirmations.
2. Check-In
Check-in is the hospital process of registering new patients to the hospital database. It also refers to where patients get their information registered or where patient's kin check for their patient's whereabouts.
- Ensured top-quality customer service by providing assistance to passengers with check-in procedures and other related matters.
- Handle any aspect of ticketing and check-in by operating a computerized point-of-sale system.
3. FAA
FAA (Federal Aviation Administration) is an aviation regulatory body in the USA.
- Served as Ground Security Coordinator, responsible for passenger safety and liaison for TSA, FAA and all law enforcement agencies.
- Send and receive cargo shipments in accordance with DOT regulations, FAA standards, and Airline Protocol.
4. Safety Procedures
Safety procedures are a set of standardized procedures, that ensures minimal to no risk to people, resources, and the work environment. A company follows the step-by-step safety procedures as it they not only keep the customers and the employees safe, but also help in avoiding legal claims.
- Comply with all safety procedures and station policies.
- Trained all "new hires" ground safety procedures along with the proper use of ground equipment.
5. TSA
Transportation Security Administration (TSA) is a division of the United States Department of Homeland Security, formed due to the 9/11 attacks in 2001. The main task of the agency is to monitor and provide security to the air traveling public. The department is responsible for securing the people's traveling experience by having Federal Air Marshals on planes, teams of explosive professionals on back up, and dog handlers' mobile units.
- Required to keep current with TSA security directives and the Aircraft Operator Standard Security Program.
- Ensured VIP clients, such as Chinese Delegations to clear Customs and TSA security expeditiously.
6. Customer Complaints
- Research required information using available resources and handle and resolve customer complaints.
- Resolved customer complaints responsible for quality control.
7. Inbound Calls
- Answered inbound calls and directed all incoming orders.
- Provide support to agents for all inbound calls.
8. Customer Issues
- Handle dissatisfied passengers concerns in conjunction with agents as first point of supervisor customer contact assisting in resolution of customer issues.
- Handled, evaluated, documented, and resolved customer issues and inquiries related to customer orders.
9. Customer Satisfaction
- Conducted new hire training, on-boarding, and mentoring activities, resulting in increased operational efficiency and improved customer satisfaction.
- Worked closely with escalated calls to answer all questions and performed follow-ups to ensure customer satisfaction.
10. Credit Card
A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.
- Maintained documentation and supporting analysis of credit card purchases for audit.
- Review and determine all billing inquires, posting payments (pay by phone check or credit cards).
11. Customer Inquiries
- Answered customer inquiries regarding bus schedules and accommodation.
- Handled customer inquiries and complaints and resolved problems involving shipping delays and damages.
12. Outbound Calls
An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.
- Received inbound and made outbound calls to resolve all customer questions and concerns.
- Handled inbound and outbound calls, data entry, PBX.
13. Ticket Counter
- Coordinated and supervised airline ticket counter activities to achieve efficiency for flight departures.
- Provided passenger assistance at the ticket counter and assisted passengers requiring special assistance.
14. Customer Service
Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.
- Developed Quality Assurance strategies to increase sales and customer service representative's ability to provide exceptional service to our customers.
- Evaluated employee performance based upon safety, computer skills, customer service, equipment operation and personal responsibility.
15. Ticket Sales
Ticket sale is the selling of the rights to be a part of a sports event or show. The ticket sale grants each buyer access to the show or event and leaves everyone who isn't buying out of the show. It can also be referred to as the sums of money generated from the sale of tickets for an event or sports show. Over the years, laws have been enacted to prohibit the resale of tickets by unauthorized sellers.
- Handle all cash transactions for ticket sales and upgrades.
- Supervised seven ticket sales outlets.
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List of lead customer service agent skills to add to your resume
The most important skills for a lead customer service agent resume and required skills for a lead customer service agent to have include:
- Reservations
- Check-In
- FAA
- Safety Procedures
- TSA
- Customer Complaints
- Inbound Calls
- Customer Issues
- Customer Satisfaction
- Credit Card
- Customer Inquiries
- Outbound Calls
- Ticket Counter
- Customer Service
- Ticket Sales
- Flight Operations
- Flight Arrivals
- Computer System
- Security Measures
- Telephone Calls
- Flight Schedules
- On-Time Performance
- Customer Support
- Administrative Tasks
- Problem Resolution
- Quality Customer Service
- Windows
- Customer Accounts
- Irregular Operations
- CRO
- International Flights
- Billing Issues
- Ground Operations
- Customer Problems
- Customer Orders
- Bank Deposits
- Air Traffic Control
- VIP
- Dangerous Goods
- Customer Interaction
- De-icing
- Belt Loaders
- Seat Assignments
Updated January 8, 2025
