Breanna F. Driggs
Baltimore,MD
Summary
Dynamic customer service professional with extensive experience at Southwest Airlines, excelling in problem resolution and empathetic communication.
Proven track record of managing escalations effectively, fostering customer loyalty, and streamlining processes. Skilled in data entry and active listening, consistently delivering positive outcomes in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
08.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Station Administrator
Southwest Airlines/Hiregenics
02.2022 - 08.2023
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
Customer Service Agent
American Airlines Baggage Service
09.2021 - 12.2021
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Customer Service Agent
Spirit Airlines
11.2020 - 09.2021
- Lead Baggage service agent
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Addressed customer account discrepancies and concerns.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Agent
Spirit Airlines
07.2019 - 02.2020
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Transporter
Prospect Services
03.2018 - 06.2019
- Warmly greeted patients and visitors and made each feel welcome.
- Developed strong working relationships with customers and coworkers through effective communication skills, contributing to a positive work atmosphere for all parties involved in the transportation process.
- Exhibited adaptability under changing conditions by adjusting routes and schedules to accommodate unforeseen circumstances, minimizing disruptions to the delivery process.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
Education
No Degree - Gender Studies
Montgomery College
Rockville, MDAssociate of Science - Medical Physics
Fortis Institute
Baltimore, MD06-2015
High School Diploma -
Northwestern High School
Baltimore, MD06-2013
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Empathetic and genuine
- Active listening
- Customer complaint resolution
- Conflict resolution
Timeline
Customer Service Agent
Southwest Airlines
08.2023 - Current
Station Administrator
Southwest Airlines/Hiregenics
02.2022 - 08.2023
Customer Service Agent
American Airlines Baggage Service
09.2021 - 12.2021
Customer Service Agent
Spirit Airlines
11.2020 - 09.2021
Customer Service Agent
Spirit Airlines
07.2019 - 02.2020
Transporter
Prospect Services
03.2018 - 06.2019
No Degree - Gender Studies
Montgomery College
Associate of Science - Medical Physics
Fortis Institute
High School Diploma -
Northwestern High School
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