Christie Cantwell

• Empowered and motivated employees via regular feedback to crew members.
• Assisted crew members in resolving customer satisfaction issues.
• Assisted with processes when crew members were unable to complete.
• Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
• Monitored front areas so that questions could be promptly addressed.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Evaluated employee performance and coached and trained to improve weak areas.
• Maintained compliance with company policies, objectives and communication goals.
• Provided training on interline processes with groups of 15 and more.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflow to meet many daily demands
• Conducted training and mentored team members
• Supervised and guided new crew members on processes and responded quickly to questions which improved understanding of job responsibilities

CREW SUPPORT 05/2015-05/2019

• Assisted front line crew members
• Defused volatile customer situations calmly and courteously
• Helped customers navigate JetBlue's website or order online for added convenience

RESERVATION AGENT 04/2000-05/2015

• Answered on average of 60 calls per day addressing customer inquires
• Met or exceeded service and quality standard every review period