Alethea Bounds
Milwaukee,WI
Summary
Outgoing Customer Service Supervisor with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
24
24
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
08.2011 - Current
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Completed bi-weekly payroll for over 50 employees.
- Coached employees through day-to-day work and complex problems.
Quality Assurance Technician
Milwaukee County Department Of Human Services
09.2000 - 06.2011
- Generated detailed reports outlining results and recommendations for continued DHS services.
- Maintained accurate, current and compliant financial records by monitoring and addressing variances.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed files and records for over 100 clients monthly and adhered to DHS procedures to determine food share, medical and childcare eligibility.
- Utilized problem-solving skills to identify trends in data that indicated potential abuse, requiring attention or modification with food share, medical assistance and childcare programs.
Education
Bachelor of Science - Human Services
Springfield College
Springfield, MA12.2014
Skills
- Inter-department collaboration
- Complaint resolution
- Crisis Intervention
- Excellent time management
- Training and mentoring
- Team Building and Leadership
- Handling Escalations
- Multitasking and Organization
Timeline
Customer Service Supervisor
Southwest Airlines
08.2011 - Current
Quality Assurance Technician
Milwaukee County Department Of Human Services
09.2000 - 06.2011
Bachelor of Science - Human Services
Springfield College