Ashli Norvell
Euless,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction known for successfully handling escalated customer support.
Overview
17
17
years of professional experience
2010
2010
years of post-secondary education
Work History
Customer Service Agent
Southwest Airlines
Dallas, TX
12.2023 - Current
- Collaborated with team members to improve customer service experience, resulting in higher customer satisfaction.
- Developed effective strategies for managing difficult customers, ensuring professional interactions and resolution.
- Evaluated routes for passengers affected by irregular operations.
- Coordinated with crew and ground staff for smooth operations.
- Maintained daily operations to ensure efficiency and compliance. while staying in compliance with DOT and FAA.
- Acted as liaison with local hotels to secure accommodations for misconnecting passengers, minimizing inconvenience.
Reservation Agent
American Airlines
Dallas, TX
10.2018 - 01.2023
- Resolved passenger complaints with first call resolution method.
- Contacted passengers at risk of schedule changes to ensure proper reaccommodation. in regards to schedule changes to reaccomadate.
- Followed up with passenger inquiries via phone, email and chat.
- Maintained accurate records of reservations and customer interactions.
- Performed daily audits of reservation data to ensure accuracy and DOT compliance.
- Provided clients with assistance in preparing required travel documents for domestic and international travel.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
- Maintained confidentiality of customer information in compliance with privacy regulations.
Rural Carrier Associate
USPS
Plano, Texas
06.2016 - 10.2018
- Delivered mail and packages to rural customers efficiently and accurately.
- Managed daily route assignments and adjusted schedules to ensure timely deliveries.
- Maintained accurate daily records of deliveries, pickups, mileage, and relevant activities for operational transparency.
- Consistently met performance targets by efficiently handling each delivery stop.
- Loaded mail onto delivery vehicles according to established schedules. according to delivery schedules. onto vehicles for transportation according to specified procedures and weight restrictions.
- Maintained vehicle cleanliness and ensured proper maintenance checks.
Print and Client Services Manager
OfficeMax/OfficeDepot
Arlington, Tx
08.2009 - 06.2022
- Developed service strategies that improved customer experience and engagement.
- Managed client relationships, driving satisfaction and retention.
- Coordinated communication between clients and internal teams to ensure seamless service delivery.
- Trained staff on best practices for customer service excellence.
- Quality check projects in production to ensure accuracy.
- Maintained adherence to strict deadlines to support project timelines.
- Maintain inventory of printing and finishing supplies.
Education
Mansfield High School
Mansfield, TxSkills
- Customer service
- Conflict resolution
- Confidentiality management
- Customer relationship management
- Operational coordination
- Effective communication
- Attention to detail
- Time management
- Data Entry
- Active listening
Timeline
Customer Service Agent
Southwest Airlines
12.2023 - Current
Reservation Agent
American Airlines
10.2018 - 01.2023
Rural Carrier Associate
USPS
06.2016 - 10.2018
Print and Client Services Manager
OfficeMax/OfficeDepot
08.2009 - 06.2022
Mansfield High School