Anicia P. Henley

Managing and coaching all customer service and operations agents here at ORD location to ensure our Ground Operations teams are compliant and staying connected with one another to help run a successful operation. I actively handle customer complaints and suggestions. I currently assist in handling the closing of daily work assignments and STARS time off and trade requests. Ultimately my role as a leader is to ensure that our employees maintain and keep safety the number one priority here at Southwest.

Assisting passengers with knowledge of their flight information. Providing excellent customer service while serving passengers at the ticket counter, gate area, or the baggages service office. Actively listening to our passengers to make sure their questions or concerns are met at first initial contact.

Managing our stockrooms and also making sure merchandise is available for in-store and online purchases. Keeping track of all inventory through our POS system. Making sure that my team members have the updated inventory check lists of all merchandise. Handling all damaged, stocking, ordering and delivery of the company's merchandise such as T-shirts, hats, and pint glasses. Handling all customer complaints, refunds, and returns.

Maintaining clean and comfortable surroundings in buildings by vacuuming, sweeping, mopping, cleaning windows, and complete floor maintenance such as, buffing and stripping. Additionally, due to COVID-19, we are responsible for extra cleaning duties such as sanitizing door handles, light switches, seats, and elevator buttons. Responsible for opening and closing of buildings. Making sure each employee's time card is in weekly to properly keep track of payroll.

Guiding passengers to and from trains. Announcing any delays that will hinder passengers from an on time departure. Giving refunds to certain customers if there was a discrepancy with a fare or ticket. Responsible for ticket agents. Performing audits on their ticket inventory to make sure the count is accurate and up to date weekly. Daily counting of the manager's safe to make sure all monies are accounted for and that change is available for ticket agents if needed.