Jennifer Johnson
Fort Worth,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
21
21
years of professional experience
Work History
Senior Customer Engagement Representative
Southwest Airlines
Dallas, TX
10.2002 - Current
- Consistently offer exceptional Customer Service to both internal and external Southwest Airlines Customers.
- Maintain business integrity utilizing the Contract of Carriage and the Customer Service Commitment
- Assist fellow Employees on Hotline
- Process Refunds
- Book Reservations
- Research Customer claims and respond via email or phone
Education
B.A. Marketing -
University of Texas At Austin
Austin, TXSkills
- Data Collection and Analysis
- Conflict Resolution
- Critical Thinking
- Identifying Fraud Trends
- Customer Retention Strategies
- Proficient in Amadeus, RefundPro, Cirrus, Ms Excel, Quickbase, Sirax, SWABank, Smartclixx, C-360
- Knowledgeable in Financial Services and Systems
- Internal and External Customer Service
- Active Listening
Clifton Strengths
Clifton Strengths
* Input : Need to collect and archive and sharing knowledge with others.
* Positivity: High Energy and Enthusiasm
* Woo: Winning Others Over
* Individualization: Understand Unique Qualities of each Person
*Empathy: Senses Feelings of Others, putting myself in their shoes
Timeline
Senior Customer Engagement Representative
Southwest Airlines
10.2002 - Current
B.A. Marketing -
University of Texas At Austin