Alexandria Walters
Midwest City,OK
Summary
Motivational leader excelling in team-building, culture-improving, and performance-increasing initiatives. Successful at managing multiple priorities with a positive attitude. Motivated to learn, grow, and excel in the capacity of managerial leadership.
Overview
10
10
years of professional experience
Work History
Duty Supervisor
Southwest Airlines
12.2021 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Set schedules and strategically staffed departments to eliminate overtime in work areas.
- Mediated discussions with employees and union representatives in attempt to reconcile differences.
- Provided oversight to multiple departments within the operation to ensure company goals are being met.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
Customer Service Supervisor II
Southwest Airlines
08.2019 - 11.2021
- Managed 40 agents on duty per shift.
- Reviewed customer interactions and activity reports to identify and address concerns
- Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings
- Set clear expectations and helped employees pursue optimal paths for achieving each target
- Translated management directives into actionable mandates for front-line staff
- Engaged in station culture activities
- Answered customer requests with friendly, knowledgeable service and support
- Led daily operational, safety and security meetings.
Emerging Leader Development Program
Southwest Airlines Co
01.2018 - 08.2019
- Led daily operational, safety and security meetings to maintain optimal controls
- Provided services efficiently and with high level of accuracy
- Developed departmental objectives, work schedules, budgets and policies
- Trained new members on policies and procedures set forth by FAA, OSHA, and Southwest Airlines
- Completed extensive leadership training through Southwest Airlines University
- Maintained working knowledge of trade areas to build relationships and drive revenues
- Collaborated with cross-functional teams to deliver successful performance implementations
Customer Service Team Leader GC
Southwest Airlines
01.2019 - 07.2019
- Provided daily direction to call center associates
- Held monthly meetings with agents to provide constructive feedback on performance
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings
- Communicated policy updates and information to team to enhance goal efficiency
Provisioning Supervisor
Southwest Airlines
06.2018 - 01.2019
- Verified that materials were stored in correct designated areas throughout warehouse and monitored inventory control levels for replenishment needs
- Complied with all standards and protocol requirements regarding warehouse operations, receiving and material handling
- Scheduled all warehouse employees and managed resource allocation to ensure efficient operations
- Developed weekly schedules for 63 provisioning agents
- Evaluated employee job performance and motivated staff to improve productivity
- Provided administrative support to station leaders
Customer Service Cordinator OC
Southwest Airlines Reservations
07.2017 - 01.2018
- Provided elevated customer experience to generate loyal clientele
- Answered questions with up-to-date knowledge of sales and tier member promotions
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Created courtesy reports for damaged, lost or displaced luggage
- Defused volatile customer situations calmly and courteously
Customer Service & Support Representative OC
Southwest Airlines
07.2016 - 01.2018
- Addressed and resolved customer product complaints empathetically and professionally
- Booked and managed flight reservations and car rental
- Answered an average of 80 calls per day by addressing customer inquiries, solving problems and providing new product information
- Responded to all customer inquiries thoroughly and professionally.
- Promoted and pursued upgrade options to customers to generate more revenue
Training Assistant CS&S Initial ELDP
Southwest Airlines Training Center (TOPS)
06.2017 - 07.2017
- Extensively trained new and existing employees
- Monitored participant workflow and behaviors throughout the training process
- Clearly communicated objectives for all lessons, units and projects to all participants
- Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways
- Assisted 2 classroom teachers in implementing a developmentally-appropriate curriculum for a group of leaders
- Prepared instruction materials, including making copies, constructing bulletin boards and setting up work areas
Business Development Center Agent
David Stanley Ford
07.2014 - 02.2016
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Managed high inbound and outbound call volume with tact and professionalism
- Provided an elevated customer experience to generate a loyal clientèle
Human Resources Assistant
Langston University Human Resources
01.2014 - 07.2014
- Developed company personnel policies, standard operating procedures and employee handbooks
- Audited workplace, employee and management policies and procedures
- Shadowed employees to determine an accurate description of the duties and skills required for each position
- Sent notices to employees and subcontractors regarding expiring documentation
- Reviewed human resource paperwork for accuracy and completeness by verifying, collecting and correcting additional data
- Edited job position announcements before authorizing a post
- Reviewed and corrected job offer letters for completeness and accuracy before approving their delivery
- Pre-screened all resumes prior to sending them to corporate hiring managers for consideration
Education
BBA - Business Management
Langston University
Langston, OK2014
Skills
- Exceptional workflow management
- Team oversight
- Planning and organization
- Training and development
- Relationship building and networking
- Instructional leadership
- Ground Crew Coordination
- Safety Policies and Procedures
- Adaptability and flexibility
- Delegation skills
- Effective communication
- Staff Management
Recognitions
- Miss Congeniality Miss Langston University Pageant 2012
- Ad Sales Winner Miss Langston University Pageant 2012
- Ad Sales Winner Miss KAY pageant 2009
- Captain of Cheer squad 2006-08
- Co-founder of College W.O.M.E.N
- Oklahoma Center Employee Engagement Team
- ELDP Graduate of Southwest Airlines
- ATL Culture Ambassador Lead
- ATW Leader of the Quarter
Timeline
Duty Supervisor
Southwest Airlines
12.2021 - Current
Customer Service Supervisor II
Southwest Airlines
08.2019 - 11.2021
Customer Service Team Leader GC
Southwest Airlines
01.2019 - 07.2019
Provisioning Supervisor
Southwest Airlines
06.2018 - 01.2019
Emerging Leader Development Program
Southwest Airlines Co
01.2018 - 08.2019
Customer Service Cordinator OC
Southwest Airlines Reservations
07.2017 - 01.2018
Training Assistant CS&S Initial ELDP
Southwest Airlines Training Center (TOPS)
06.2017 - 07.2017
Customer Service & Support Representative OC
Southwest Airlines
07.2016 - 01.2018
Business Development Center Agent
David Stanley Ford
07.2014 - 02.2016
Human Resources Assistant
Langston University Human Resources
01.2014 - 07.2014
BBA - Business Management
Langston University
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