Christie Hinchliffe
Mckinney,TX
Summary
Dynamic Customer Relations and Labor Relations Specialist with extensive experience at British Airways and Southwest Airlines. Proven track record in conflict resolution and KPI monitoring, enhancing customer satisfaction and operational efficiency. Skilled in training and mentoring, adept at managing complex cases while fostering collaboration between teams.
Overview
19
19
years of professional experience
Work History
Customer Relations and Customer Service Advisor
British Airways
East Didsbury, England
06.2022 - 09.2025
- Handling inbound calls from all over the world. Book and change reservations, deal with cancelled/delayed flights, general inquiries and handle customer relations issues. Handled Customer Relations claims regarding delayed or cancelled flights using Nirvana and Salesforce.
- Analyzed trends in customer feedback to identify areas for process improvement.
- Responded to customer needs through competent customer service and prompt problem-solving.
Labor Relations/Ramp/Customer Service Supervisor
Southwest Airlines
Dallas, TX
07.2006 - 08.2016
- Assisted with labor negotiations by gathering information on contract details and employee concerns.
- Supported development of training materials on labor relations policies for team members.
- Conducted reviews of compliance with labor contracts to verify adherence.
- Facilitated dialogue between management and union representatives to address conflicts.
- Coordinated grievance processes to guarantee prompt replies and resolution results.
- Aided in formulating plans to enhance cooperation between labor and management across various departments.
- Handled multiple complex cases concurrently while upholding professionalism under pressure.
- Conducted regular audits of labor practices, ensuring adherence to regulatory standards and best practices.
Skills
- Call center experience
- Customer relations
- Call center operations
- KPI monitoring
- Schedule management
- Training programs
- Training and mentoring
- Microsoft Excel
- Conflict resolution
- Account updates
Timeline
Customer Relations and Customer Service Advisor
British Airways
06.2022 - 09.2025
Labor Relations/Ramp/Customer Service Supervisor
Southwest Airlines
07.2006 - 08.2016