Experienced customer service professional bringing over ten years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Hi, I’m
Ashlei LeBrane
Waldorf,MD
Summary
Overview
13
years of professional experience
Work History
JetBlue Airlines
Ground Operations Agent
12.2023 - Current
Job overview
- Understood FAA, TSA and airport regulations and verified compliance.
- Loaded and unloaded baggage of various weights and dimensions to and from aircraft and baggage areas.
- Attended and completed required online and in-person training and mentored newer agents in advanced roles.
- Monitored safety-sensitive zones and enforced security measures throughout ground operations.
- Operated tugs and tractors, ground power units and other aircraft ground support equipment.
- Marshaled large and small aircraft to and from parking areas, ramps and airfields.
Southwest Airlines
Customer Service Supervisor
04.2022 - 10.2023
Job overview
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Stayed up to date on union policies that support the agents; specifically, for IAM and TWU
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Amazon Air
Human Resources Coordinator
03.2020 - 04.2022
Job overview
- Completed background and reference checks to facilitate hiring and onboarding of employees.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Explained employee compensation, benefits, schedules, working conditions, and promotion opportunities.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
Comcast, Xfinity
Retention Supervisor
03.2016 - 08.2020
Job overview
- Multitask between multiple tools and systems (Vision, ACSR, Einstein, Kronos, etc); and applied information and knowledge to customer situations
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
Walmart
Customer Service Associate
12.2011 - 01.2016
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Solved problems with products and services by providing customers with technical support.
Education
University of Maryland Global Campus
Human Resource Management Certificate
10.2025
University Overview
Friendly High School
High School Diploma
06.2004
University Overview
Skills
- MS Office proficient
- Superior communication skills
- Quick Learner
- Effective team player
- Creative problem solver
- Leadership
- Kronos
- QuickBase
- Altea/ARD
- Airport security awareness
- Ground Support Equipment Operation
- Multitasking
Additional Information
Additional Information
- Mentored over 100+ new sales associates during tenure at Wal-Mart.
- Achieved high sales percentage with consultative, value-focused customer service approach; the results being a Top 12 Performing Agent 7 times within the 1st year of employment.
- Ranked as most effective Retention Leader in the center out of 50+ representatives July and September 2017
- Learning Ambassador at KBWI Amazon Air
- Achieved Southwest Airlines BWI employee of month within nine months of employment as an external hire.
Timeline
Ground Operations Agent
JetBlue Airlines
12.2023 - Current
Customer Service Supervisor
Southwest Airlines
04.2022 - 10.2023
Human Resources Coordinator
Amazon Air
03.2020 - 04.2022
Retention Supervisor
Comcast, Xfinity
03.2016 - 08.2020
Customer Service Associate
Walmart
12.2011 - 01.2016
University of Maryland Global Campus
Human Resource Management Certificate
Friendly High School
High School Diploma