Iesha Killip
Woodland,CA
Summary
Experienced customer service supervisor bringing numerous 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
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Southwest Airlines
11.2023 - Current
- Lead a team of customer service agents and ground staff to ensure smooth flight operations and exceptional customer service delivery
- Supervise and coordinate daily activities, including flight check-in, boarding, and baggage handling, to maintain operational efficiency
- Resolve escalated customer issues and complaints promptly and effectively, ensuring a positive customer experience
- Monitor and enforce safety and security protocols in compliance with airline regulations and industry standards
- Conduct performance evaluations, provide coaching and training to team members to enhance skills and productivity
- Coordinated with ground crew to ensure smooth handling of luggage and cargo, minimizing lost or delayed items.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience for all customers.
Customer Service Supervisor
Southwest Airlines
01.2022 - 11.2023
- Team Supervision: Managing and leading a team of customer service agents, including scheduling, training, and performance management
- Customer Relations: Resolving escalated customer issues and ensuring customer satisfaction
- Operational Support: Monitoring flight operations, gate activities, and ensuring smooth passenger boarding
- Safety and Compliance: Ensuring adherence to safety protocols and airline regulations
- Collaboration: Working closely with other departments such as ground operations, flight crews, and maintenance to ensure seamless operations
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
Customer Service Agent
Southwest Airlines
05.2018 - 01.2022
- Provides legendary Customer service by handling ticketing, baggage check-in, baggage claims, reservations, information inquiries and resolving complaints and problems
- Booking, rebooking passengers on new flights
- Responsibilities include greeting and handling Customers
- Handles cash, checks, credit cards, travel vouchers and coupons as forms of payment for tickets
Office Clerk/Administrative
DASS, City & County of San Francisco
10.2017 - 05.2018
- Disseminates information and answers inquiries by communicating with the public and other departments
- Files, maintains and retrieves documents, records and correspondence in accordance to labeling
- Processes, time stamps, sorts and distributes the incoming mail
- Processes new applications for Medical, Cal-Fresh and IHSS
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
Education
High school diploma -
Ralph J. Bunche High School
Oakland, CA06.2010
Skills
- Leadership Qualities
- Aircraft Systems Knowledge
- Passenger Safety Awareness
- Air Traffic Control Communication
- Flight Performance Monitoring
- Teamwork and Collaboration
- Attention to Detail
- Adaptability to Change
- Baggage Handling Procedures
- Travel documentation familiarity
- Airport operations awareness
- Flight booking knowledge
Certification
Driver's License
Additional Information
Over 8 years as a Manager/Administrative with 11 years in Customer Service and sales, Self-motivated, honest and dependable with ability to prioritize delegate, motive and learn new skills., Skilled in handling challenging customers with patience and sensibility., Computer literate, Internet, e-mail and knowledge of Microsoft office, Word, and Excel., Adept at analyzing, researching, and problem solving. Responsible, resourceful, and well organized., Capable of easily and confidently adjusting to change in the work place.
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Customer Service Supervisor
Southwest Airlines
11.2023 - Current
Customer Service Supervisor
Southwest Airlines
01.2022 - 11.2023
Customer Service Agent
Southwest Airlines
05.2018 - 01.2022
Office Clerk/Administrative
DASS, City & County of San Francisco
10.2017 - 05.2018
Driver's License
High school diploma -
Ralph J. Bunche High School
Similar Profiles
Martha Anne WoodMartha Anne Wood
Instructor, CQ Development Team at Southwest AirlinesInstructor, CQ Development Team at Southwest Airlines
VANESSA BEGAYVANESSA BEGAY
Flight Attendant at Southwest AirlinesFlight Attendant at Southwest Airlines
Robert VenegasRobert Venegas
Captain, B-737 at Southwest AirlinesCaptain, B-737 at Southwest Airlines