James Dorris
Seattle,WA
Summary
Diligent Customer Service with proven ability to manage and lead teams effectively. Successfully implemented process improvements that enhanced operational efficiency and team productivity. Demonstrated strong problem-solving and communication skills to drive team success.
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
9
9
years of professional experience
Work History
Supervisor Station Operations - Temp
Alaska Airlines
Seattle, Washington
02.2019 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner
- Greeted passengers and provided information about departure and arrival times
- Resolved customer complaints in a timely manner
- Performed check-in procedures for both domestic and international flights
- Processed refunds, exchanges, and upgrades when necessary
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Customer Service Supervisor
Southwest Airlines
Sacramento, CA
06.2022 - 09.2023
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers
- Ensured all customer inquiries were handled in accordance with company standards and regulations
- Evaluated employee performance reviews based on specific criteria set forth by management
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Call Center Supervisor
The Gap
06.2016 - 08.2019
- Monitored calls for quality assurance purposes
- Analyzed customer feedback data to identify trends in customer service issues
- Resolved escalated customer complaints in an timely manner
- Maintained accurate records of all customer interactions using company's CRM system
- Investigated difficult or complex inquiries from customers
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
Education
High School Diploma -
Cordova High School
Rancho Cordova, CA06.2002
Some College (No Degree) -
Sacramento City College
Sacramento, CASkills
- Consultative Sales
- Scheduling
- Data Collection
- Complaint resolution
- Microsoft Office expertise
- High-energy attitude
- Active Listening
- Computer Proficiency
- Problem-solving abilities
- Staff Training
- Team Development
- Problem Resolution
- Training and mentoring
- Goal oriented
- Staff management
- Team building
- Negotiation
- Conflict resolution
- Relationship building
- Schedule development
- Analytical thinking
- Decision-making
- Employee motivation
- Attention to detail
Timeline
Customer Service Supervisor
Southwest Airlines
06.2022 - 09.2023
Supervisor Station Operations - Temp
Alaska Airlines
02.2019 - Current
Call Center Supervisor
The Gap
06.2016 - 08.2019
High School Diploma -
Cordova High School
Some College (No Degree) -
Sacramento City College
Similar Profiles
Pablo Enrique Medellin SuarezPablo Enrique Medellin Suarez
Line Maintenance Mechanic at Hawaiian Airlines/Alaska AirlinesLine Maintenance Mechanic at Hawaiian Airlines/Alaska Airlines
Fortunato RamosFortunato Ramos
CSA at Alaska AirlinesCSA at Alaska Airlines
Hayley BristolHayley Bristol
Hospitality Host/Concierge at Alaska AirlinesHospitality Host/Concierge at Alaska Airlines