Christina Garcia
Dallas,TX
Summary
To obtain a position that would be both challenging and satisfying and enable me to utilize my background, training, and skills to the best of my ability in order to further my career within Southwest Airlines. Experienced Customer Service Supervisor bringing 15 years of quality performance in Customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing Customer dissatisfaction and managing competing priorities with superior results.
Overview
27
27
years of professional experience
Work History
Customer Service Supervisor II
Southwest Airlines
07.2011 - Current
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Researched and corrected customer concerns to promote company loyalty.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Championed customer-centric approach within team, consistently encouraging empathy and understanding when interacting with Customers.
- Kept high average of performance evaluations.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Evaluated Station and Company performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations and provided exceptional service.
- Managed time efficiently in order to complete all tasks within deadlines.
Source of Support Specialist
Southwest Airlines
08.2010 - 07.2011
- Assist with internal Source of Support Representatives with problem resolutions
- Create and perform Assessments for New Hire's and Senior Representatives
- Attend meetings with Southwest.com, Technology, and other departments on current issues
- Responsible for researching and problem determination of SOS related problems
- Responsible for communicating irregularities to the SOS Team, CS&S and other departments
- Troubleshoots and opens Remedy Tickets
- Maintain Internet Res-Says/Contact Us
- Performs special tasks as directed by CS&S Leadership.
Source of Support Representative I
Southwest Airlines
05.2008 - 08.2010
- Help with implementation for roll out of CS2
- Assist in discovering workarounds for CS2and E tickets
- Responsible for identifying and resolving training issues for Customer Service Agents and Customer Support and Services Representatives
- Temp Specialist - Assist in answering internal Source of Support Representative questions and concerns
- Responsible for pinpointing training issues for Source of Support Representatives
- Mentoring – Assist in training new hire Representatives for Source of Support
- Conduct reviews and meet with Agents to ensure their performance
- QIK 4 – Assist with troubleshooting and technical support for CS&S
- Help with formulating with new ideas to help sustain Source of Support in its various functions within department
- Routinely assist Source of Support Supervisors in booking and handling changes with charter flights
- Resolve external Customer situations that may have resulted due to overcharges, double bookings, delayed or canceled flights and system errors
- Assist external Customers in multiple facets of Southwest Airlines Revenue stream i.e.; Swabiz, hotels, Orbits, and Wi-Fi.
General, Group Desk, and Charters Reservation Sales Agent
Southwest Airlines
01.1997 - 05.2008
- Booked reservations for General public, Groups and Charters.
- Provided Customers with information about availability and pricing.
- Answered incoming phone calls and addressed questions from Customers and Travel Agents.
Education
High School Diploma -
Amarillo High School
Amarillo, TX1987
Skills
- Able to provide Positively Outrageous Service to internal and external Customers on daily basis
- Possess exceptional problem solving skills developed through total of 27 years of experience in General sales, Group desk, Charters, Customer Care Representative, Source of Support Representative, Source of Support Specialist, and Customer Service Supervisor II
- Top notch multi-tasking abilities and extremely detailed oriented more acutely developed through use of 15 applications in Source of Support while simultaneously addressing needs of internal and external Customers
- Able to maintain fun luving attitude while working professional environment
- Active listener with great communication skills
- Quick learner with ability to easily relay information to others
- Positive influence; encouraging others to perform at their optimum levels
- Willing to accept new problem solving challenges therefore benefiting both business and its employees
- Self motivated with little need for supervision while working on projects
- Extremely flexible and able to adhere to strict schedule with ability to adapt at moment's notice with willingness to work overtime when needed
- Complaint Handling
- Decision-Making
- Staff Scheduling
Other
- Companywide Culture Committee Alumni
- Culture Ambassador / Ambassador Mentor - DAL
- President of the CS&S Culture Committee – HDQ & DAL
- Hospitality Team – DAL
- Supervisor of the Quarter - DAL
- Luv Guide for the People Department
Timeline
Customer Service Supervisor II
Southwest Airlines
07.2011 - Current
Source of Support Specialist
Southwest Airlines
08.2010 - 07.2011
Source of Support Representative I
Southwest Airlines
05.2008 - 08.2010
General, Group Desk, and Charters Reservation Sales Agent
Southwest Airlines
01.1997 - 05.2008
High School Diploma -
Amarillo High School
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