Jakayla Howell
Pickerington,OH
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Also, a hardworking and passionate job seeker with strong organizational skills eager to secure a receptionist position. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
Work History
Customer Service Lead
Southwest Airlines
12.2021 - 01.2024
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Airport Customer Service Agent
Southwest Airlines
10.2020 - 12.2021
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
Childcare Center Director
Ymca Future Scholars
01.2017 - 10.2020
- Coordinated special events such as holiday celebrations or parent-teacher conferences, fostering community engagement among families in the program.
- Reduced staff turnover rate by cultivating a positive work environment through team-building activities and open communication channels.
- Managed budgetary allocations effectively, minimizing unnecessary expenses while ensuring adequate resources for center operations.
- Maintained accurate record-keeping systems to track student progress, attendance, health information, and other pertinent data efficiently.
- Implemented safety procedures and protocols to maintain a secure environment for both children and staff members.
- Increased enrollment numbers by executing effective marketing strategies targeting local families seeking quality childcare options.
- Developed relationships with community organizations to provide additional resources and services to families.
- Managed program paperwork and child records to comply with state requirements.
Customer Service Representative
Teleperformance
05.2015 - 11.2016
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Receptionist Manager
Super Deal Auto Sales
03.2013 - 05.2015
- Enhanced customer satisfaction by efficiently managing reception area and addressing client concerns promptly.
- Maintained a clean, welcoming, and professional reception area for client comfort and positive first impressions.
- Reduced wait times for clients with effective appointment management and timely communication of delays or changes.
- Improved team morale and productivity by providing ongoing support, training, and constructive feedback to reception staff members.
- Assisted in the hiring process of new reception staff members by reviewing resumes, conducting interviews, and providing input on candidate selection.
Education
High School Diploma -
Reynoldsburg High School Health Sciences & Human Services Academy
Reynoldsburg, OH08.2015
Skills
- Email Etiquette
- Business Writing
- Payment Processing
- Cash Handling
- Customer Complaint Resolution
- Account Management
- Telephone Etiquette
- Call center experience
- Interpersonal communications
- Order Management
- Customer Relations
- Staffing oversight
- Team training and development
- Computer Proficiency
- Call Center Operations
- Problem Resolution
- Spreadsheets
- Data Entry
- De-Escalation Techniques
- Staff Training
- Follow-up skills
- Complaint resolution
- Team Development
- Professional telephone demeanor
- Paperwork Processing
- Call Management
- Proofreading
- Escalation management
- Prioritization
- Recordkeeping strengths
- Call triaging
- Customer Education
- Staff education and training
Timeline
Customer Service Lead
Southwest Airlines
12.2021 - 01.2024
Airport Customer Service Agent
Southwest Airlines
10.2020 - 12.2021
Childcare Center Director
Ymca Future Scholars
01.2017 - 10.2020
Customer Service Representative
Teleperformance
05.2015 - 11.2016
Receptionist Manager
Super Deal Auto Sales
03.2013 - 05.2015
High School Diploma -
Reynoldsburg High School Health Sciences & Human Services Academy