Crushundra Franklin

Durham

Summary

Dynamic Airline Customer Service Agent with Southwest Airlines, recognized for exceptional problem-solving and active listening skills. Successfully resolved escalated complaints, enhancing brand loyalty and ensuring a seamless travel experience for passengers. Proven ability to multitask and adapt under pressure, consistently delivering high-quality service and support.

Overview

years of professional experience

Work History

Airline Customer Service Agent

Southwest Airlines

11.2002 - Current

Provided exceptional customer support, resolving inquiries and issues efficiently.
Managed check-in processes, ensuring timely boarding for passengers.
Resolved escalated complaints, applying conflict resolution skills to maintain brand loyalty.
Provided exceptional customer service with empathetic listening and effective problem-solving skills.
Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Prepared customer invoices, accepted payments, and processed refund and cancellation requests.

Education

Associate of Arts - Human Services

Monroe Community College

Rochester, NY

06-1999

John Marshall High School

Rochester, NY

06-1994

Skills

Customer service
Passenger assistance
Problem-solving
Active listening
Travel bookings
Payment processing

Reservation confirmation
Teamwork
Multitasking
Reliability
Adaptability and flexibility
Continuous improvement

Timeline