ALICE APPIAH
Dubai
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Dnata, The Emirates Group
10.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determine the root cause of problems to resolve product or service complaints.
Aircraft Cleaner
Dnata, The Emirates Group
02.2021 - 09.2023
- Maintained, cleaned and sanitized interior of aircraft.
- Fostered positive relationships with airline personnel through professional interactions during daily operations.
- Assisted in training new team members on proper cleaning procedures and safety protocols.
- Ensured client satisfaction through meticulous attention to detail in all aspects of cabin cleaning.
- Supported environmental initiatives by properly disposing of waste materials and recycling when applicable.
- Enhanced aircraft cleanliness by thoroughly disinfecting cabins, lavatories, and galleys.
- Maintained a safe work environment by adhering to established safety guidelines and using personal protective equipment as needed.
- Maintained high levels of professionalism while working under tight deadlines during peak travel seasons.
Cabin Crew
Passion Airline
07.2017 - 01.2021
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Improved teamwork among crew members by actively participating in debriefings and sharing constructive feedback after each flight.
- Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.
- Streamlined communication between cabin crew members during flights using established protocols for relaying important information quickly and effectively.
- Maximized passenger comfort by attending to individual requests, adjusting cabin temperature, and distributing blankets or pillows as needed.
- Cleaned and serviced aircraft cabin, galleys and lavatories.
- Ensured aircraft cleanliness between flights by performing thorough inspections and coordinating cleaning crews as needed.
Education
High School Diploma -
Half Assini Senior High School
Ghana, Half Assini 07.2017
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Computer Proficiency
- Call center experience
- Conflict Resolution
- Complaint resolution
- Client Relations
- Customer satisfaction measurement
- Technical Support
- Staff Training
- Data Collection
- Excellent Communication
- Proofreading
- Brand representation
- Data Entry
- Complaint Handling
- Microsoft Excel
Certification
Dangerous Goods
Safety and Awareness
English Proficiency
Languages
French
Advanced (C1)
English
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Dnata, The Emirates Group
10.2023 - Current
Aircraft Cleaner
Dnata, The Emirates Group
02.2021 - 09.2023
Cabin Crew
Passion Airline
07.2017 - 01.2021
High School Diploma -
Half Assini Senior High School
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