Summary
Overview
Work History
Education
Skills
Timeline
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D. Taylor Charbonneau

Hurst

Summary

Experienced Cargo Customer Service Supervisor bringing 3 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

17
17
years of professional experience

Work History

Cargo Customer Service Supervisor

Southwest Airlines
08.2023 - Current
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Coached employees through day-to-day work and complex problems.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.

Cargo Customer Service Supervisor

Southwest Airlines
09.2021 - 08.2023
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.

Freight Agent

Southwest Airlines
11.2020 - 09.2021
  • Evaluated supplier performance regularly to identify potential partnerships that could lead to long-term cost reductions or increased operational efficiencies.
  • Improved communication between departments by establishing clear channels for sharing information about shipments and client preferences.
  • Oversaw the preparation of shipping documents, ensuring accuracy and proper handling of sensitive information.
  • Trained new employees in company procedures, ensuring consistency in operations across the organization.
  • Reduced shipment errors by meticulously reviewing shipping documentation and addressing discrepancies.
  • Optimized routing plans using advanced software tools, reducing transportation costs while maintaining service commitments.

Ramp Agent

Southwest Airlines
06.2007 - 10.2020
  • Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
  • Guided aircraft into and out of parking positions using hand signals.
  • Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
  • Loaded and unloaded luggage and freight and assisted crew and travelers with bags.

Education

High School Diploma -

Milford High School
Milford, NH
06.2002

Skills

  • Problem-Solving
  • Time Management
  • Customer Service
  • Team Building and Leadership
  • Training and mentoring
  • Employee Scheduling
  • Complaint Handling
  • Quality Assurance
  • Continuous Improvement
  • Policy Enforcement

Timeline

Cargo Customer Service Supervisor

Southwest Airlines
08.2023 - Current

Cargo Customer Service Supervisor

Southwest Airlines
09.2021 - 08.2023

Freight Agent

Southwest Airlines
11.2020 - 09.2021

Ramp Agent

Southwest Airlines
06.2007 - 10.2020

High School Diploma -

Milford High School
D. Taylor Charbonneau