Ayanna Farmer
Riverdale,GA
Summary
Effective team leader effective at meeting deadlines and ensuring highest standards of organization. Implements methodical and thorough approach to leadership. Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Spirit Airlines Inc.
Atlanta, GA
01.2022 - Current
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
- Standardized office structures and processes to promote collaboration and increased performance.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Assessed and authenticated customer exchanges, voids and returns.
- Created customer support strategy to increase customer retention.
Spirit Customer Service Agent
Spirit Airlines Inc.
Atlanta, GA
05.2021 - 01.2022
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Introduced complex baggage screening system, increasing screening accuracy.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Used airline computer system to create airline tickets and boarding passes.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Recommended corrective measure to handle customer complaints, decreasing complaints by 55%.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion and access to services.
PSA SUPERVISOR
Prospect Airline Services
Atlanta, Ga
09.2018 - 01.2021
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Built relationships with customers and managed accounts to drive revenue and profit for southwest airlines.
- Conducted performance reviews each day, offering praise and recommendations for improvement.
- Maximized productivity and management systems by establishing specific goals and managing operations.
- Enhanced organizational efficiency by gathering business requirements and improving data models and reporting frameworks.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
Retail Supervisor
Balboa Boutique
Atlanta, GA
01.2015 - 09.2018
- Primary duties included direct contact with all clients and vendors.
- Assisted store owners with fashion shows and store marketing events.
- Executed all floor sets and store designs regarding merchandising.
- Supervised staff of 5 and handled all new employees training.
- Balanced the registers and perform other cash functions daily; perform monthly cash office self- audits.
- Coordinated restocks to keep retail displays organized and full for customers.
- Trained, managed and motivated employees to promote professional skill development.
- Coached staff on strategies to enhance performance and improve customer relations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Associate of Science -
Gupton Jones College of Funeral Service
Decatur, GA09.2014
High School Diploma -
Benjamin E Mays High School
Atlanta, GA05.2011
Skills
- Balance
- Business Management
- Business Process
- Counseling
- Customer Services
- Microsoft PowerPoint
Certification
CRO- Complaint Resolution Official
GSC- Ground Security Coordinator
Timeline
Customer Service Supervisor
Spirit Airlines Inc.
01.2022 - Current
Spirit Customer Service Agent
Spirit Airlines Inc.
05.2021 - 01.2022
PSA SUPERVISOR
Prospect Airline Services
09.2018 - 01.2021
Retail Supervisor
Balboa Boutique
01.2015 - 09.2018
Associate of Science -
Gupton Jones College of Funeral Service
High School Diploma -
Benjamin E Mays High School