Summary
Overview
Work History
Education
Skills
Certification
Subjects
Timeline
Generic

Dona Stevens-Warner

Liberta

Summary

Dynamic customer service professional with extensive experience at Caribbean Airport Services, excelling in complaint resolution and system implementation. Proven track record of enhancing customer satisfaction through effective communication and creative problem-solving. Proficient in CRM systems and adept at managing complex inquiries, ensuring timely and accurate service delivery.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Caribbean Airport Services
07.2014 - 05.2025
  • Prepared hazardous material shipments in compliance with safe handling practices.
  • Compiled accurate cargo manifests, avoiding shipping errors and meeting regulatory standards.
  • Created documents of load plans, cargo cleanliness inspections, and transportation processes.
  • Negotiated and arranged transport of goods with shipping or freight companies.
  • Resolved any customer inquiries or complaints to restore satisfaction.
  • Detected damages and discrepancies in cargo shipments with careful inspections and close monitoring.
  • Checked import and export documentation to determine cargo contents and classified goods into different tariff or fee groups.
  • Utilized computer systems to manage cargo shipments and accurately track goods.
  • Implemented and maintained security protocols to safeguard cargo shipments.
  • Observed and tracked consignments to verify timely deliveries and accurate invoicing.
  • Built working relationships with clients to foster loyalty and encourage repeat business.
  • Examined cargo and freight shipments to check goods' condition.
  • Liaised with customers provide status updates and explain cargo shipment delays.
  • Coordinated and verified proper dispatch of cargo shipments, working closely with different departments to resolve issues.

Passenger Service Agent

Caribbean Airport Service
05.2007 - 05.2014
  • Checked in luggage and confirmed all carry-on items met federal guidelines.
  • Oversaw ticketing, gate and ramp services.
  • Tagged baggage and routed to appropriate location for loading and screening.
  • Escorted handicapped passengers from terminal to aircraft.
  • Monitored security and maintained operational protocols.
  • Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
  • Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
  • Provided exceptional customer service to passengers, addressing concerns and resolving issues.
  • Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
  • Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
  • Announced flight status updates and information about gate changes over PA system.

Customer Service Representative

Caribbean Leisure Marketing Ltd
12.2003 - 02.2004
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative

Oak Holding Ltd
01.2003 - 08.2003
  • Responded to customer requests for products, services, and company information.
  • Delivered prompt service to prioritize customer needs.
  • Make sales calls
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Education

Goodwin Commercial
09-2000

Ottos Comprehensive
Ottos
07-1997

Skills

  • Punctuality and reliability
  • Document control
  • System implementation
  • Money handling
  • CRM system proficiency
  • Customer service
  • Account management
  • Filing
  • Microsoft Office Suite
  • Data entry
  • Retail sales customer service

Certification

  • Dangerous Goods for Cargo Acceptance Training Course - 14th August 2014
  • Cargo Security Awareness Training Course - 10th February 2016
  • LIAT Cargo Security Training Course - 28th February 2014
  • Human Factors Training - 23rd September 2013
  • Dangerous Goods Acceptance Training - 26th August 2016
  • Standard Operations Procedures Training - September 13th 2014


Subjects

Secondary Subjects:

Accounts

English Language

Mathematics

History


Commercial Subjects:

Principles of Business

Mathematics

Office Procedure 

Electronic Document Preparation Management 



Timeline

Customer Service Representative

Caribbean Airport Services
07.2014 - 05.2025

Passenger Service Agent

Caribbean Airport Service
05.2007 - 05.2014

Customer Service Representative

Caribbean Leisure Marketing Ltd
12.2003 - 02.2004

Customer Service Representative

Oak Holding Ltd
01.2003 - 08.2003

Goodwin Commercial

Ottos Comprehensive

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Dona Stevens-Warner