CHELSEA JONES
Douglasville,GA
Overview
13
13
years of professional experience
Work History
Manager CS&S Operations, Special Services
Southwest Airlines
10.2011 - Current
- Consistently supports Senior Leadership in communicating the vision and goals for Customer Support & Services
- Collaborated with various CCS&S Teams to set KPIs, Goals, and Metrics for the Special Services Ecomm and Group Desks
- Consistently and effectively communicates with frontline Employees in meetings, monthly 1:1’s, and roundtables to communicate Departmental policy and objectives for Customer Service; and to identify and resolve any concerns or issues
- Mentored ELDP Leaders, Customers Representatives, and Team Leaders who have successfully promoted within Southwest Airlines
- Conduct weekly performance reviews with Leaders within the organizational unit to discuss and analyze Team and identify trends and issues impacting the department
- Collaborate with peers on various projects and initiatives such as New Hire Training, New Hire Team Leader Training, and the IOA Extension Process, within the department to develop talent, improve efficiency and better achieve Department and Center goals
- Represented Southwest Airlines locally by participating in civic organizations and attending community functions like The Ronald McDonald House and Love Beyond Walls
- Process Owner for the VI Customer Representatives within CS&S
- Leads the Groups Desk under CS&S Special Services
- Partnered with Southwest Business to implement the Special Services Groups Dedicated Line
Education
BA - English, Language and Literature
Savannah State University
Savannah, GASkills
- Verbal and written communication
- Team Leadership
- Staff Management
- Operations Management
- Cross-Functional Teamwork
- Staff Development
- Policy Implementation
- Performance Management
Clifton Strengths
Responsibility|Relator|Harmony|Belief|Significance
Accomplishments
- Led the sunset efforts for the AirTran Customer Relations Dept during the One Luv Integration
- Southwest Airlines MIT Graduate- Class of Spring 2016
- Designated Process Owner for the Emerging Leadership Development Program in the Georgia Center
- Managed first virtual Team of Reps within CS&S (Phoenix Center)
- Implemented the first support channel within a virtual environment (VI Luv Support Channel)
- Designated as New Hire POC within the Georgia Center; worked with SWAU and other Managers to transition the training process from in-person to virtual environment
- President's Award Winner 2023
- Customer Support & Services Warrior Spirit Award Winner 2023
- Selected as Operations Manager for the newly formed Special Services Team within CS&S
Timeline
Manager CS&S Operations, Special Services
Southwest Airlines
10.2011 - Current
BA - English, Language and Literature
Savannah State University
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