Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Dancing, hiking, walking, exercise.
Additional Information
Timeline
Generic
Josette Adeline

Josette Adeline

Victoria

Summary

Dynamic Customer Service Manager with a proven track record at Intelvision, excelling in problem-solving and team leadership. Enhanced customer satisfaction by reducing complaints through proactive issue resolution and effective training programs. Skilled in service-oriented communication and managing escalations, fostering a collaborative environment that boosted team morale and productivity.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Customer Service Manager

Intelvision
04.2018 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Reduced customer complaints by proactively identifying and addressing common issues.
  • Designed an incentive program to motivate staff and improve service levels.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Managed on average 300 calls a day from customers.

Passenger Service Manager

Air Seychelles
10.1992 - 08.2012
  • Monitored security and maintained operational protocols.
  • Oversaw ticketing, gate and ramp services.
  • Ensured compliance with airline policies and procedures, maintaining safety standards throughout the terminal.
  • Improved baggage handling efficiency through strategic planning and coordination between departments.
  • Developed shift schedules for optimal staffing levels, maximizing productivity while minimizing labor costs.
  • Hired, trained, and motivated employees to provide exceptional passenger care and support.
  • Streamlined boarding processes for a smoother travel experience, reducing wait times and increasing customer satisfaction.
  • Enhanced passenger satisfaction by efficiently managing daily operations and addressing customer concerns promptly.
  • Promoted a culture of teamwork among staff members by organizing team-building activities and encouraging open communication within the workplace.
  • Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
  • Managed a team of around 35 staff, and 5 airlines per day.

Customer Service and Team Leader

Emirates
06.2013 - Current
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Assisted in recruitment to build team of top performers.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Coordinated cross-departmental meetings to streamline project execution, fostering a collaborative work environment.
  • Built and maintained strong client relationships, leading to repeat business and referrals.

Guest Affairs Executive

Air Seychelles
10.2013 - 03.2018
  • Enhanced customer satisfaction by streamlining communication channels and improving response times.
  • Developed innovative solutions to complex problems, resulting in improved organisational performance.
  • Mentored junior staff members for accelerated career growth, developing future leaders within the organisation.
  • Elevated customer service standards by introducing new training programs for front-line staff.
  • Achieved industry-leading customer satisfaction scores by revamping the customer feedback and resolution process.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Handled customer complaints - verbal and written.
  • Assist with customer care during flight disruptions
  • Introduced templates for fast turnaround of complaints.

Education

High School Diploma -

Seychelles Polytechnic
Anse Royale
12.1991

No Degree - General Management - Certificate in Management

Seychelles Institute of Management
Ma Joie
05.2013

Skills

  • Service-oriented communication
  • Problem-solving
  • Customer focused
  • Customer relations
  • Decision-making
  • Strong interpersonal communication
  • Team building and leadership
  • Managing customer escalations
  • Call center operations oversight
  • Team leadership

Accomplishments

  • Successfully recruited and trained new customer service representatives.
  • Successfully reduced the number of complaints by implementing new customer experience strategies.
  • Building a very close relationship with field teams and the sales team to synchronize our day-to-day operations to achieve efficiency.
  • Achieved good results by introducing additional resources to help capture and resolve issues quickly, especially for less able customers.
  • Helped maintain discipline and good work ethics amongst the team, and maintain a healthy environment.
  • Successfully implementing an incentive scheme to motivate staff and drive good team and individual performance.
  • successfully managed the turnaround of complaints within a reasonable time frame.

Certification

  • Certificate in General Management.
  • Developing Effective Negotiating Skills
  • Managing People
  • Supervisory Skills
  • Station Ground Handling Management (IATA - Geneva)
  • Operations Officer Course (IATA - UK)
  • Five Star on Ground - Qatar Airways
  • Communication Skills for Airline Managers ( AFRAA)
  • Effective Leadership Skills (TGMI)

Dancing, hiking, walking, exercise.

  • Actively participates in a Latino dancing class with a group of friends, but likes to dance to all kinds of music.
  • Goes hiking occasionally
  • Walks regularly for fitness and health.
  • Goes to the gym for fitness and health.

Additional Information

I started my career in the airline industry and have a lot of experience dealing with both internal and external customers.

My customer service skills are vast, from airline to telecommunications and I keep on learning and adapting to the environment as the world evolves around me and to the changes happening especially in technology etc..

Moving from a strong airline background, I did not hesitate to do a career change to telecommunications.





Timeline

Customer Service Manager

Intelvision
04.2018 - Current

Guest Affairs Executive

Air Seychelles
10.2013 - 03.2018

Customer Service and Team Leader

Emirates
06.2013 - Current

Passenger Service Manager

Air Seychelles
10.1992 - 08.2012

High School Diploma -

Seychelles Polytechnic

No Degree - General Management - Certificate in Management

Seychelles Institute of Management

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Josette Adeline