Brianna Ennis
Granite City,IL
Summary
- Proven track record in enhancing customer satisfaction and loyalty at Southwest Airlines, leveraging exceptional communication skills and empathy. Expert in complaint resolution and maintaining positive customer relations, significantly improving brand reputation.
- Skilled in typing and adept at de-escalation techniques, consistently exceeding service expectations without exceeding labor budgets. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
- Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
- Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Southwest Airlines
05.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- 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.
- Acquired an expertise level of experience within the Saint Louis Baggage Service Office
Assistant Manager
Quiktrip
11.2022 - 04.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Cashier
Pilot J
03.2022 - 10.2022
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Assistant Manager
Dollar Tree
11.2014 - 01.2016
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Education
GED -
Lanphier High School
Springfield06.2012
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Customer Relations
- Customer Complaint Resolution
- Empathetic and genuine
- Complaint Handling
- De-Escalation Techniques
- Assertiveness
- Upselling
- Customer Focus
- Typing Speed
Certification
- CNA - Certified Nurse Assistant
Timeline
Customer Service Agent
Southwest Airlines
05.2023 - Current
Assistant Manager
Quiktrip
11.2022 - 04.2023
Cashier
Pilot J
03.2022 - 10.2022
Assistant Manager
Dollar Tree
11.2014 - 01.2016
GED -
Lanphier High School
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