Helen Keely
New Braunfels,TX
Summary
Dynamic Customer Representative with a proven track record at Southwest Airlines, excelling in customer service excellence and conflict resolution. Skilled in optimizing reservation systems and enhancing service delivery through data management and active listening. Committed to fostering positive relationships and ensuring customer satisfaction during peak travel periods.
Overview
19
19
years of professional experience
Work History
Customer Representative
Southwest Airlines
San Antonio, TX
06.2007 - Current
- Facilitated customer support for ticketing and check-in processes to enhance travel experiences.
- Addressed customer inquiries and resolved issues by delivering timely and accurate information.
- Facilitated team collaboration to uphold high service standards during peak travel periods.
- Optimized reservation systems to oversee booking changes and cancellations effectively.
- Instructed passengers on airline policies, baggage requirements, and safety procedures.
- Collected and analyzed customer feedback to enhance service delivery.
Education
Basic
South Plains College
Levelland, TXSkills
Quality assurance
Product or service support
Payment processing
Customer service excellence
Data management
De-escalation
Call handling
Active listening
Inbound call answering
Customer service
Microsoft Office Suite
Customer education
Building rapport
Problem resolution
Relationship building
Call center experience
Computer proficiency
Data entry
Conflict resolution
Documentation
Appointment scheduling
Complaint handling
Microsoft outlook
Data collection
Quality control
Follow-up skills
Filing
Microsoft PowerPoint
Call center operations
Research
Timeline
Customer Representative
Southwest Airlines
06.2007 - Current
Basic
South Plains College