Caroline Segars
San Diego,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Hardworking and passionate job seeker with strong organizational skills. Ready to help teams achieve company goals. Passionate about providing a positive customer experience while maintaining needs for safety and security. Upbeat with unmatched multi-tasking skills and ability to handle issues as they arrive and promptly.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Referee/Coach/Clinic Coordinator
USA Water Polo Association
07.2023 - Current
- Promoted good sportsmanship among players.
- Utilized strong decision-making skills under pressure, contributing to the overall quality of each competition.
- Navigated difficult situations using effective communication and explanation of game rules.
- Enforced rules and regulations during games to facilitate safe and fair play.
Customer Service Supervisor
SOUTHWEST AIRLINES
10.2022 - 09.2023
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally in a fast paced environment
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Monitored the arrival, parking, refueling, loading and departure of all aircrafts
- Proven analytical, evaluative, and problem-solving abilities
- Ensured conformity to security requirements, adhere to standard operating procedures, and implement policies of the federal, state and airport authorities
- Implement and maintain customer service policies and procedures
- Ensured safety of patrons and guests; resolved patron concerns
- Solid ability to work in a team environment along with the ability to work independently with minimal supervision
- Audited flight paperwork for accuracy and weight and balance
- Ensured compliance with all safety regulations and protocols to protect passengers and crew members
- Achievements: Timeliness, attention to detail, ability to work in a team or autonomously, excellent attendance and ability to work overtime.
Dispatcher and Community Outreach
AMERICAN MEDICAL RESPONSE
04.2016 - 09.2022
- Improved response times by efficiently prioritizing and dispatching emergency calls
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Consistently exceeded performance metrics for call handling, contributing to the overall success of the department.
- Coordinated multi-agency responses effectively during large-scale incidents or natural disasters.
- Contributed to public safety initiatives through active participation in community events and outreach programs.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Excellent computer skills and multitasking ability; Comfortable in a multi-screen environment with a variety of computer programs
- Solid ability to exercise good judgment and discretion in selecting methods and techniques for obtaining solutions
- Proven analytical, evaluative, and problem-solving abilities
Marketing Programs Specialist
Provide Commerce
04.2008 - 06.2013
- Formulate, direct and coordinate marketing activities and policies to promote products and services, working with advertising and promotion managers
- Developed and implemented training programs for customer service agents to improve customer satisfaction and performance
- Developed a customer feedback system to gather and analyze customer feedback
- Developed and implemented marketing programs and initiatives that drive customer acquisition and retention
- Collaborated with cross-functional teams to develop and execute integrated and marketing campaigns
- Developed strong client relationships through consistent communication and attentive service.
- Led successful sales presentations to prospective clients, resulting in increased partnerships and collaboration opportunities.
- Transformed underperforming departments with strategic planning efforts focused on process improvement.
Customer Service Manager
Provide Commerce
10.2006 - 04.2008
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Education
Associates Degree -
Mesa College
San Diego, CASkills
- Work Prioritization/Time Management
- Decision-Making/Problem-Solving
- Cross-Functional Collaboration/Team Building and Leadership
- Customer Relations/Conflict resolution/Deescalation
- Multitasking/Adaptability
- Knowledge of FAA regulations
- Ground Security Coordinator training
- Meeting Planning/Travel Coordination/Database Entry
- Hospitality service expertise
- Tech-Savvy - 72 WPM and Multi-System Familiarity (Microsoft Office, Excel, Word, Access, Outlook, OpsSuite, Amadeus, CAD Dispatch System)
Certification
CPR Certification
EMT BLS Certification
Timeline
Referee/Coach/Clinic Coordinator
USA Water Polo Association
07.2023 - Current
Customer Service Supervisor
SOUTHWEST AIRLINES
10.2022 - 09.2023
Dispatcher and Community Outreach
AMERICAN MEDICAL RESPONSE
04.2016 - 09.2022
Marketing Programs Specialist
Provide Commerce
04.2008 - 06.2013
Customer Service Manager
Provide Commerce
10.2006 - 04.2008
Associates Degree -
Mesa College
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