Elijah Truman
Palm Springs ,CA
Summary
Operations and customer service leader with over 10 years of experience at Southwest Airlines, advancing from frontline agent to customer service supervisor. Proven track record in leading teams through complex operations and resolving high-impact issues. Expertise in maintaining compliance and collaborating with various departments and vendors to meet station performance goals.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
Palm Springs, CA
09.2021 - Current
- Provide daily leadership and oversight of frontline customer service operations
- Coordinate with Airport Ops, Ground Ops, and other local leaders to help lessen the impacts of delays on the station
- Manage and de‑escalate high‑risk customer situations, minimizing operational disruption and protecting brand reputation
- Conduct quality control, hazardous materials, and maintenance audits
Customer Contract Service Lead
Southwest Airlines
Palm Springs, CA
11.2020 - 09.2021
- Evaluated Ramp, Customer Service and Operations Departments to meet Company standards through the use of auditing tools
- Maintain and managed station regulatory requirements and retention
- Partnered with vendor leadership to meet station performance expectations
- Supported staffing models and compliance oversight
Customer Service Agent
Southwest Airlines
07.2014 - 11.2020
- Delivered customer service at ticket counter and boarding areas.
- Resolved complex reservations using Amadeus systems.
- Assisted distressed customers during irregular operations to ensure satisfaction.
- Collaborated with local station leadership to achieve monthly KPIs and goals.
Skills
- Leadership in frontline supervision
- Service recovery and escalations
- Coaching and performance management
- Contract and vendor oversight
- Safety compliance audits
- Interdepartmental coordination
Special Project Teams
Front Line Support Team Member
- First point of contact for front line employees when problems would occur within the AMADEUS Reservations Systems
- Used collected date to create workarounds for Frontline Employees when errors would occur within the AMADEUS Reservations System
Operations Change Network
- Communicate with fellow front line employees on new and upcoming company projects and procedures
Timeline
Customer Service Supervisor
Southwest Airlines
09.2021 - Current
Customer Contract Service Lead
Southwest Airlines
11.2020 - 09.2021
Customer Service Agent
Southwest Airlines
07.2014 - 11.2020