Billie Williams
Chicago,IL
Summary
Customer Service Associate with expertise in conflict resolution, communication, and team leadership. Committed to enhancing customer experiences and building positive relationships. Versatile across multiple work groups and knowledgeable in industry standards, including PERK Card, ServSafe Certificate, and Basset License. Eager to embrace challenges and expand professional skills.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Customer Service Associate
Southwest Airlines
Chicago, Illinois
08.2023 - Current
- Facilitated flight reservations and itinerary changes for customers.
- Addressed inquiries related to baggage policies and travel regulations.
- Supported passengers during check-in and boarding processes.
- Resolved customer complaints using empathy and active listening skills in a timely and efficient manner.
- Collaborated with team members to ensure smooth daily operations.
- Educated passengers about loyalty programs and available services.
- Maintained comprehensive and up-to-date knowledge of airline policies and procedures (TSA, FAA, DOT, DHS and Southwest Airlines Policies and Procedures).
- Handled payment transactions accurately and efficiently at service counters.
- Ability to obtain, maintain and display SIDA badge in all permitted work areas at all times.
Guest Experience Expert
The Walnut Room at Macy's
Chicago, Illinois
11.2016 - 01.2026
- Greeted guests upon arrival and provided information about local attractions, landmarks, and transportation options to explore after their fine dining experience.
- Assisted guests in selecting menu items based on preferences and signature, specialty cuisine and beverages (non-alcoholic and alcoholic).
- Coordinated with kitchen staff to ensure timely food service and order accuracy.
- Handled guest inquiries and resolved issues promptly and courteously.
- Monitored lobby traffic to ensure a safe and secure environment for guests and peers.
- Performed cashier duties such as accurately taking payments from customers, reconciling accounts, and issuing receipts.
- Addressed escalated customer service issues with professionalism while providing solutions to meet the needs of the guest while maintaining the integrity, bottom-line and avoiding unbecoming risks of the Company.
- Utilized problem-solving skills and developed strategies for improving customer service levels based on feedback from surveys or other sources.
- Maintained an upbeat, positive tone, demeanor and experience for our Premium Guests and peers. Everyone (Internal and External) that walks into our establishment is considered a Premium Guest and receives the Premium White Glove Customer Service Experience.
Shift Supervisor
Starbucks
Chicago, Illinois
05.2017 - 08.2023
- Supervised daily operations, ensuring high-quality white glove customer service.
- Trained and mentored baristas in standard and customized drink preparation.
- Managed inventory levels and ordered supplies to maintain stock availability.
- Coordinated team schedules to guarantee adequate staffing during peak hours.
- Enforced health and safety standards, maintaining a clean and safe work environment.
- Completed opening and closing duties to support seamless business operations.
- Obtained ServSafe and BASSET certifications for compliance with industry standards.
Education
High School Diploma -
Sullivan House High School
Chicago, IL06-2014
Skills
- Flight reservations
- Travel regulations
- Customer service
- Complaint handling
- Conflict resolution
- Active listening
- Effective communication
- Customer relationship management
- Customer loyalty programs
- Cash handling
- Operational efficiency
- Time management
- Team leadership
- Cross-functional team collaboration
- Service quality
- MS office proficiency
- Software CRM system proficiency
- Safety training
- Stock management
- Problem solving
- Positive demeanor
Certification
- ServSafe Certificate
- Basset License
- PERK Card
Timeline
Customer Service Associate
Southwest Airlines
08.2023 - Current
Shift Supervisor
Starbucks
05.2017 - 08.2023
Guest Experience Expert
The Walnut Room at Macy's
11.2016 - 01.2026
High School Diploma -
Sullivan House High School