Ebony Haynes
Philadelphia,PA
Summary
Customer service professional with airline, hospitality, and retail experience, specializing in high-volume, fast-paced environments. Skilled in premium customer service, conflict resolution, concierge-level assistance, and reservation systems. Adept at handling elite clientele, rebooking services, and problem-solving under pressure while ensuring brand loyalty and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Service Agent/ Supervisor
Spirit Airlines
08.2022 - Current
- Provided concierge-style service for elite and premium travelers, ensuring a seamless customer journey
- Utilized Sabre & airline reservation systems for rebooking, ticketing, and special travel accommodations
- Handled urgent travel disruptions, resolving issues proactively to maintain customer satisfaction and loyalty
- Operated in a high-pressure, time-sensitive airport setting, consistently exceeding performance metrics
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Addressed customer account discrepancies and concerns.
Customer Service Representative
Hertz Car Sales
01.2015 - 01.2022
- Handled premium vehicle rentals, assisting business and luxury travelers with personalized service
- Ensured smooth reservations, processed transactions, and resolved customer concerns efficiently
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Accommodated last minute requests to address needs of guests, achieving top guest satisfaction and repeat business.
Education
High School Diploma -
Martin Luther King HS
Philadelphia, PASkills
- Premium Customer Service & Concierge Support
- Conflict Resolution & Problem-Solving
- Airline Reservations & Travel Assistance
- Customer Relationship & Loyalty Management
- Fast-Paced, High-Volume Environments
- Multi-Platform Technology & Reservation Systems
- Team Collaboration & Leadership
- Flexible Scheduling (Nights, Weekends, Holidays)
- Conflict resolution
- Time management
- Problem resolution
Timeline
Customer Service Agent/ Supervisor
Spirit Airlines
08.2022 - Current
Customer Service Representative
Hertz Car Sales
01.2015 - 01.2022
High School Diploma -
Martin Luther King HS
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