Customer Support Portfolio

Jennifer
Hanson

Mid-Level Customer Support Specialist
Luxury Travel · Aviation · Remote Operations · Global Support

"Leaving no customer behind. Making sure somehow they left better than they came."
📧 jennifererabena@gmail.com 📍 Abu Dhabi, UAE · UTC+4 · Available Immediately
Get in Touch View Experience
7+
Years Experience
4
Industries Served
100+
Countries Supported
96%
Peak CSAT Rate
Support Philosophy
"Leaving no customer behind. Making sure somehow they left better than they came.

The problem getting solved is the minimum. How they feel at the end is the measure."

This philosophy has guided seven years of work across luxury hospitality, international aviation, and global remote support. I do not close a ticket when the issue is resolved — I close it when the customer is genuinely satisfied. I measure success not by response time alone but by whether the person on the other side of the conversation left better than they arrived.

Professional Experience
7 Years of Real Pressure

Remote Customer Operations Specialist

Rolzo Luxury Global Chauffeur Platform · Remote — Abu Dhabi

May 2025 – Mar 2026
  • Managed 30+ daily support tickets across live chat, email, WhatsApp Business, and phone across 100+ countries and 750 cities simultaneously.
  • Operated under a 10-second phone SLA and 1-minute chat SLA — maintaining quality under pressure at scale.
  • Built and maintained a response template library in Text Blaze — standardising common ticket types and reducing team drafting time significantly.
  • Escalated billing queries, technical faults, and booking issues to Finance, Tech, and Operations via Slack following structured escalation procedures.
  • Processed 150+ weekly bookings with 98% accuracy across the platform with zero critical errors.

Customer Support Agent

Etihad Airways · Abu Dhabi, UAE

Mar 2022 – Apr 2025
  • Processed 80+ daily inbound support tickets triaging and resolving requests across booking, billing, and account management.
  • Maintained 95% first-call resolution at 4.5-minute average handling time consistently meeting all SLA and KPI targets.
  • Identified recurring ticket patterns and shared actionable feedback with the quality team contributing to measurable reductions in repeat ticket volume.
  • Managed check-in counter operations for 2 years handling high-volume passenger flow during peak travel seasons.

Sales & Tour Operations Coordinator

Expo 2020 Dubai / Baker Langham · Dubai, UAE

Sep 2021 – Jan 2022
  • Generated AED 85,000+ in monthly tour package sales across B2B and B2C channels exceeding targets by 15% through strategic upselling.
  • Coordinated 40+ daily international tours with 94% CSAT managing bookings across Expo 2020 pavilions.

Guest Service Agent

Rosewood Hotels and Resorts · Abu Dhabi, UAE

Feb 2017 – Jun 2021
  • Coordinated 200+ monthly VIP reservations across restaurants, spa, tours, and chauffeur services achieving 98% guest satisfaction.
  • Managed 80+ weekly airport transfers with 100% on-time arrival rate via Opera PMS.
  • Maintained detailed profiles for 100+ guests weekly delivering personalised white-glove service at the highest luxury standard.
Written Communication Samples
How I Write to Customers

The following samples demonstrate communication quality, empathy, and structure across real support scenarios. Customer details have been anonymised in line with data privacy standards.

Sample 1 — Distressed customer: late delivery before an important event

Hi Sarah, I am so sorry to hear your order did not arrive in time for your event — I can only imagine how disappointing that must have been, especially given the occasion. I have looked into this for you and I can confirm there was a delay on the courier's end that should not have happened. I have arranged for a full refund to be processed immediately and you should see it reflected within 5 to 7 business days. I have also flagged this as a priority complaint with our logistics team. Again, I am truly sorry this happened. Please do not hesitate to reach out if there is anything else I can do — it would be my pleasure to help. Warm regards, Jennifer | Customer Support
Skills demonstrated: Empathy before solution · Service recovery · Clear resolution · Warm closing

Sample 2 — Technical issue: account access failure

Hi James, Thank you for reaching out and I completely understand how frustrating it must be to not be able to access your account, especially when you need it urgently. I have checked your account on our end and can see that it has been temporarily flagged for a security review. As an immediate step I am going to clear the flag now and send you a fresh password reset link to your registered email. Could you check your inbox — and your spam folder — within the next five minutes? Once you are back in, I would also recommend enabling two-factor authentication for extra protection. I am happy to walk you through that if you would like. Your case reference is #4892 — please quote this if you need to follow up. I am here if anything else comes up. Best, Jennifer | Customer Support
Skills demonstrated: Systematic troubleshooting · Clear next steps · Proactive security advice · Case reference

Sample 3 — Billing complaint: charged after cancellation

Hi Marcus, Thank you for bringing this to my attention and I sincerely apologise — being charged after a cancellation is completely unacceptable and I understand your frustration. I have verified your cancellation on our system and confirmed that the charges applied after your cancellation date were made in error. I have processed a full refund for all three months and you should see this reflected within 5 to 7 business days. You will receive a confirmation email shortly with the refund reference numbers. I have also raised this internally so our billing team can investigate how this occurred and prevent it happening to other customers. I am truly sorry for this experience Marcus. Please reach out if you have any further questions — I will personally make sure they are answered. Sincerely, Jennifer | Customer Support
Skills demonstrated: Ownership without defensiveness · Verified before promising · Full resolution · Internal escalation noted

Sample 4 — VIP guest: special occasion request (Rosewood)

Dear Mr. Al Mansoori, Thank you for choosing Rosewood for such a special occasion — it is an absolute pleasure to be part of your anniversary celebration. I have personally coordinated with our restaurant team to arrange a private corner table with a personalised floral arrangement and a complimentary dessert with a congratulations message for this evening. Our concierge team will escort you on arrival to ensure everything is seamless. Please do not hesitate to let me know if there is anything further I can arrange to make the evening truly memorable. It is our honour to celebrate this milestone with you. With warmest regards, Jennifer | Guest Experience Team, Rosewood Hotels
Skills demonstrated: White-glove personalisation · Proactive arrangement · Luxury tone · Genuine warmth

Sample 5 — Angry customer: repeat service failure

Hi Linda, I hear you and I am truly sorry. What you have experienced is not acceptable and I am not going to make excuses for it. I have read through your full case history and I can see you have contacted us three times about this without a proper resolution. That should never have happened. I am taking personal ownership of this case right now and I am not closing it until you are completely satisfied. Here is what I am doing immediately: [specific action]. You will have a full update from me personally by [specific time today] — not from a different agent, not from an automated response. From me. Thank you for your patience Linda. You deserve better and I am going to make sure you get it. Jennifer | Senior Customer Support
Skills demonstrated: De-escalation · Ownership · Specific commitment · No excuses · Personal accountability
Process Improvement Initiative
Text Blaze Template Library — Rolzo

At Rolzo I identified that response drafting was inconsistent across the support team. Different agents used different tones, formats, and levels of detail for the same types of enquiries — creating quality gaps and increasing handling time. I independently built a response template library using Text Blaze to solve this.

Booking confirmation responses

Templates for all booking types including standard, urgent, VIP, and international clients.

Driver assignment notifications

Personalised templates for each notification stage of the booking journey.

Delay and disruption responses

Empathy-first templates with clear next steps for all delay and disruption scenarios.

Escalation handover messages

Structured briefing templates for internal escalations to Operations and Tech teams.

Closing and follow-up messages

Warm professional closings tailored to resolution type and customer profile.

VIP and premium client responses

Elevated tone templates for Rolzo's high-net-worth client base across 100+ countries.
Impact: Reduced response drafting time · Standardised tone and quality across the team · Consistent brand voice across 100+ countries · Faster new agent onboarding · Self-directed initiative — not requested by management.
Standard Operating Procedure
Billing Escalation Handling

This SOP defines the correct process for handling billing escalations — ensuring consistency, protecting the customer, and protecting the company. Written to professional support operations standard.

1
Verify identity first
Before discussing any account or billing details confirm the customer's identity by asking for their registered email address and one additional verification point — order number, billing postcode, or security question answer.
2
Acknowledge and empathise
Before investigating, acknowledge the customer's concern. "I completely understand how concerning an unexpected charge must be — let me look into this for you right now."
3
Investigate in the system
Pull up the customer's full billing history in the CRM. Check: charge date and amount, subscription status on that date, any cancellation records, and any previous refund history.
4
Identify root cause
Determine WHY the charge occurred: system error, post-cancellation charge, duplicate transaction, auto-renewal dispute, or legitimate charge misunderstood.
5
Apply the correct resolution
System error: immediate full refund. Post-cancellation: full refund and billing audit flag. Auto-renewal dispute: check notification record, apply policy, offer goodwill if notification failed. Legitimate charge: explain clearly with evidence.
6
Escalate when required
Escalate to billing manager if: refund exceeds authority threshold, customer threatens legal action, charge pattern suggests systemic error, or customer has been incorrectly charged three or more times.
7
Document everything
Update the ticket with: root cause identified, action taken, refund amount and reference if applicable, escalation details if applicable, and any commitments made to the customer.
8
Follow up
If a refund was processed, follow up within 7 days to confirm the customer received it. If escalated, do not close the ticket until the escalated team confirms resolution.

Critical errors — never do these

✗ Never discuss account details before verifying identity.
✗ Never promise a refund before investigating whether it is owed.
✗ Never close a billing ticket without confirming the customer received their refund.
✗ Never escalate without a full briefing note — the customer must not repeat themselves.

Speculative Project
Customer Support Audit & Improvement Proposal

Before applying to any company I review their publicly available customer feedback across Trustpilot, G2, and the App Store. I identify the top recurring support pain points and build a one-page audit with a proposed solution for each. This document is customised with company-specific findings before each application.

The framework below is applied to each company. Company-specific findings replace the placeholders.

Finding 1
Response time complaints appear in 34% of negative reviews across most support-heavy platforms.
Impact
Customers feel unacknowledged during wait periods, leading to escalation and public negative reviews before the issue is even investigated.
Solution
Implement holding message protocol — a 60-second response acknowledging receipt and setting a specific callback time, even before investigation begins. This alone reduces perceived wait time significantly and prevents escalation from silence.
Finding 2
Customers frequently report having to repeat their issue across multiple contacts and agents.
Impact
Each contact starting from scratch frustrates customers and increases handle time across the team. It signals internally that case documentation is insufficient.
Solution
Implement a mandatory previous-contact summary requirement in all agent views, tied to a single case reference number. No customer should ever have to re-explain their situation to a second agent.
Finding 3
Empathy gap: agents resolve technically but customers still rate the interaction poorly.
Impact
Technical resolution without emotional acknowledgement leaves customers dissatisfied even when their problem is fixed. CSAT scores remain low despite resolution rates being high.
Solution
Introduce a mandatory empathy-first response structure for all complaint tickets — acknowledge the feeling before addressing the problem. Include empathy as a standalone scored criterion in QA reviews.
This audit was prepared proactively before any interview — demonstrating that I research the companies I apply to, think strategically about support operations, and bring solutions not just applications.
Certifications & Development
Investing in the Skills That Matter
✓
Customer Service Fundamentals
Professional Certification
Earned
✓
Customer Service Troubleshooting
LinkedIn Learning
Earned
✓
Zendesk Support Agent Certification
Zendesk Training
Completed
✓
HubSpot CRM Certification
HubSpot Academy
Completed
✓
Freshdesk Product Fundamentals
Freshworks Academy
Completed
✓
Learnz Founderz AI School
Learnz
Completed
Tools & Technical Proficiency
The Stack I Work In

Help Desk & Ticketing

Zendesk
Hands-on + Certification
Freshdesk
Hands-on + Certification
Intercom
Hands-on Practice
Jira Service Mgmt
Familiar

CRM & Customer Data

HubSpot CRM
Hands-on + Certification
Opera PMS
Daily Use — Rosewood
Rolzo Platform
Daily Use — Rolzo

Communication & Collaboration

Slack
Daily Use — Rolzo
Gmail
Daily Use
WhatsApp Business
Daily Use — Rolzo
OpenPhone
Daily Use — Rolzo

Productivity & Automation

Text Blaze
Built Team Library
Zapier
Completed
Notion
Documentation
Asana / Trello
Task Management
Claude / ChatGPT
Daily Use
Why Me

The Statement to Any Recruiter

I do not just handle tickets. I handle people. Seven years across Rosewood Hotels, Etihad Airways, and Rolzo Global — every role at the premium end, every day delivering exceptional. VIP guests at midnight. Stranded passengers with missed connections. Global clients across 100+ countries expecting immediate resolution.

What sets me apart is not the volume or the tools. It is the belief that every person who contacts support deserves to leave that interaction better than they arrived. Not just resolved. Better.

I am investing actively in the technical skills that close the remaining gap. My instincts are strong. My commitment is absolute. My availability is immediate.

📧 jennifererabena@gmail.com 📍 Abu Dhabi, UAE · Available Immediately