BRENDA DAVENPORT
Atlanta,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in airline industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with groups and travel agents. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Customer Service Representative and Support
Southwest Airlines
03.2001 - 06.2024
- Handled customer inquiries and suggestions courteously and professionally, mainly focused on groups and travel agents bookings
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to Team Lead.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Met customer call guidelines for service levels, handle time and productivity.
Program Volunteer
Southern Christian Leadership Conference Inc.
01.2021 - Current
- Recruited and trained staff and volunteers to upgrade collective team skills.
- It has increased community awareness of theorganization's mission through targeted outreach initiatives.
- Established positive relationships with local community members by participating in outreach initiatives to increase organizational awareness.
- Streamlined event planning processes, resulting in more organized and successful programs.
- Provided support to program coordinators, ensuring smooth operations during events.
- Assisted in the development of marketing materials to promote upcoming events and programs.
- Assisted with special events and programs.
- Led group discussions and activities to meet different community needs.
Education
Master of Arts - Public Administration
Grand Canyon University
Phoenix, AZ05.2025
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Payment Processing
- Professional telephone demeanor
- Call Center Operations
- Call Management
- Product Knowledge
- De-Escalation Techniques
Timeline
Program Volunteer
Southern Christian Leadership Conference Inc.
01.2021 - Current
Customer Service Representative and Support
Southwest Airlines
03.2001 - 06.2024
Master of Arts - Public Administration
Grand Canyon University
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