Emara King
Houston,TX
Summary
Customer-oriented professional with several-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Outstanding organizational and customer-service abilities focused on driving team growth and positive leadership. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
Houston, TX
05.2022 - Current
- Monitors and guides ground support performance to ensure requirements are met
- Responds to and resolves customer questions, requests, or complaints
- Collaborate closely with upper management on projects involving new initiatives or improvements within the department.
- Implements programs designed to increase employee engagement within the team.
- Supervises and train customer service staff to ensure excellent customer service delivery
- Prepare work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Provide day-to-day leadership to cultivate environment that exemplified company values.
- Issue work schedules, duty assignments, and deadlines for office or administrative staff.
- Oversee day-to-day airport operations to create a safe, secure, and legally compliant, service-conscious environment.
- Works with staff planning to build bids that are in line with department's hourly goals
- Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly
Supervisor of Escalations in Default Mortgages
J.P Morgan Chase
Phoenix, AZ
07.2016 - 05.2022
- Overseen and assisted customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints pertaining to their overall residential account
- Trained new employees on company policies, job duties, and performance expectations.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Implemented new operational procedures, increasing efficiency.
- Assisted with customers needing assistance who accounts were in default with the company
- Provided clear direction regarding the customer complain or account aligning with policies and procedures, of state and federal laws, rules and regulations
- Explained complex information clearly and simply
- Managed and set clear expectations and goal to resolve customer complaints and issues in a timely matter
Dispatch 3/ Home Services
DIRECTV
Phoenix, AZ
06.2014 - 07.2016
- Performed inbound calls with customer accounts
- Interacted with technicians to troubleshoot and resolve issues
- Exemplified quality control through customer and technician interactions
- Responded to questions about local area and company services.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Oversaw communications within assigned territories.
- Addressed questions, problems or requests for service or equipment.
- Relayed work orders and information between work crews, supervisors, and field personnel.
- Answered customer requests with information about product availability, shipping information and status updates.
- Provided technical support for customer service representatives.
- Assisted customers and provided excellent customer service.
Education
Bachelors - Family and Human Development
University of Phoenix
Phoenix, AZ10.2022
Associate's - business communication, general studies
South Mountain Community College
Phoenix, AZ05.2012
Skills
- Over 10 years successful experience in customer service and supervisory skills
- Recognized strengths in account maintenance, problem-solving, troubleshooting, and sales staff support
- Proficient computer skills
- Excellent working knowledge of Microsoft Excel and Microsoft Word
- Train, motivate, and supervise up to 15 customer service employees
- Team player, acknowledged as 'Total Quality Customer Service'
- Customer Service Management
- Complaint handling and conflict resolution
- Retail operations management
- Ensured customer satisfaction
- Front-End Supervision
- Sales and margin improvement
- Escalation management
- Relationship building
- Customer escalations
- Team coaching
- Employee scheduling
- Decision-making
Timeline
Customer Service Supervisor
Southwest Airlines
05.2022 - Current
Supervisor of Escalations in Default Mortgages
J.P Morgan Chase
07.2016 - 05.2022
Dispatch 3/ Home Services
DIRECTV
06.2014 - 07.2016
Bachelors - Family and Human Development
University of Phoenix
Associate's - business communication, general studies
South Mountain Community College