Charles Williams
San Antonio,TX
Summary
Dedicated customer service representative with proven skills in conflict resolution and de-escalation techniques. Committed to enhancing customer satisfaction and loyalty through active listening and effective problem-solving.
Overview
40
40
years of professional experience
Work History
Customer Service Representative
Southwest Airlines
San Antonio, TX
01.2017 - Current
- Resolved customer inquiries regarding flight schedules, fares, and policies, enhancing overall customer satisfaction.
- Provided support in booking reservations and managing ticket changes for passengers efficiently.
- Collaborated with team members to streamline check-in processes, reducing wait times for customers.
- Assisted in training new staff on operational procedures and customer service protocols.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Soldier
United States Army
Fort Bragg, NC
04.1986 - 12.2010
- Developed and implemented tactical strategies during various missions.
- Coordinated logistics for equipment maintenance and supply chain management.
- Mentored junior soldiers, fostering skill development and teamwork dynamics.
- Oversaw safety protocols to ensure compliance with military regulations.
- Facilitated communication between command staff and enlisted personnel.
- Maintained physical fitness levels to meet demanding operational requirements and ensure optimal performance under challenging circumstances.
- Strengthened morale among fellow soldiers through active listening, empathy, and encouragement in difficult situations.
- Upheld high standards of professionalism both on-and off-duty representing the US military with honor at all times.
- Developed strong leadership skills through rigorous training and hands-on experience in high-pressure situations.
- Utilized critical thinking skills to solve complex problems while working under pressure in dynamic environments.
- Ensured mission success with diligent planning, coordination, and execution of various tasks.
Education
Bachelor of Science - Applied Science
Wayland Baptist University
Plainview, TX05-2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Problem resolution
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Call center operations
- Product knowledge
- Microsoft PowerPoint
- De-escalation techniques
- Product sales
- Customer education
- Research
- Reading comprehension
- Spreadsheets
- Service upselling
Timeline
Customer Service Representative
Southwest Airlines
01.2017 - Current
Soldier
United States Army
04.1986 - 12.2010
Bachelor of Science - Applied Science
Wayland Baptist University