CAILYND BARNES
Arlington,Texas
Summary
Multi-tasking leader well-known for successfully executing new initiatives and dedicated to creating workplace culture consistent with organization's mission and values. Solution-focused, self-motivated, and successful at managing multiple priorities with a positive attitude. Enthusiastically takes on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
2
2
Certificates
Work History
Customer Engagement Representative
Southwest Airlines
06.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered average of 15 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Shift Supervisor
Starbucks
10.2020 - 07.2022
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Exceeded goals through effective task prioritization, decreasing drive-thru window times by 20%
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Responded to and resolved customer questions and concerns.
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
- Applied security, safety and loss prevention strategies during shifts.
- Helped store management meet standards of service and quality in daily operations.
- Directed and supervised team of 15+ team members at any time. Trained and mentored 10+ peers and supported in developing 10+ trainers.
Starbucks Lead / District Trainer
Kroger
08.2017 - 10.2020
- Lead training for 13 stores over different periods of time and certified 20 leads over 3 years.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Demonstrated leadership capabilities by establishing expectations of standards and increased sales by 50%.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Tracked receipts, employee hours and inventory movements.
- Coached 15+ team members in techniques necessary to complete job tasks.
Education
Bachelor of Arts - English
Arizona State University
Online12.2025
High School Diploma -
James Martin High School
Arlington, TX06.2016
Skills
- Microsoft Office Applications
- Technical Proficiency
- Scheduling and Coordinating
- Guest Satisfaction
- Effective Listening and Communication
- Adaptable Style
- Operational Excellence
- Social Perceptiveness
- Client Correspondence
- Clerical Support
Timeline
Customer Engagement Representative
Southwest Airlines
06.2022 - Current
Shift Supervisor
Starbucks
10.2020 - 07.2022
Starbucks Lead / District Trainer
Kroger
08.2017 - 10.2020
Bachelor of Arts - English
Arizona State University
High School Diploma -
James Martin High School
Certification
- Certified Professional Food Manager (CPFM), National Registry of Food Safety Professionals (NRFSP) - 01/2021 - 01/2026
- Texas Alcoholic Beverage Commission (TABC) Certificate- 07/2023 - 07/2025
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