Angela Davis
Chicago,IL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
Work History
Customer Service Supervisor
United Airlines
12.2023 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Promoted positive work environment through open communication channels, fostering team collaboration and high morale.
- Reduced employee turnover by cultivating supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Lead Customer Service Representative
United Airlines
12.2012 - 12.2023
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Maintained strong relationships with vendor business partners to ensure United Airlines is represented highest standard.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address operational issues.
- Created successful work schedules for each team member to maintain deadlines and fully staffed shifts.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained compliance with company policies, objectives, and communication goals.
- Conducted pre-shift briefings, addressing daily safety and operational outlook.
Customer Service Representative
United Airlines
02.2006 - 12.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided current and accurate fare, schedule, reservations and flight arrival and departure information to customers.
- Provided product and service information to customers and identified upselling opportunities to maintain and increase income streams.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
Education
Some College (No Degree) - Paralegal Studies
Northwestern Business College
Chicago, ILSkills
- Trainer Mentoring
- Complaint Resolution
- Team Performance
- Work Prioritization
- Special Assignments
- Contract Management
- Airline Regulations
- Emergency Procedures
- Customs and Immigration
Accomplishments
- ASCEND Alumni Member (Upgrade Supervisor)
- Certified Training Instructor with Air New Zealand
- Certified Training Instructor with All Nippon Airways
- Successfully Passed annual audit with Air New Zealand
- Successful Customer Service Survey with All Nippon Airways
- Certified CRO
Additional Information
Proficiencies
- Shares
- Volare
- Aero
- Jet
- Shares
- Carina (Air New Zealand Check-in System)
- Altea' (All Nippon Check-in System)
- Marvel (All Nippon Ticketing System)
- Brock(Air New Zealand Baggage System)
Timeline
Customer Service Supervisor
United Airlines
12.2023 - Current
Lead Customer Service Representative
United Airlines
12.2012 - 12.2023
Customer Service Representative
United Airlines
02.2006 - 12.2012
Some College (No Degree) - Paralegal Studies
Northwestern Business College