Jennifer Rich
Southwest Airlines
San Antonio,Texas
1
Language
15
years of professional experience
Experienced customer service professional skilled in problem-solving and communication. Successfully managed high call volumes and in person customer service while resolving complex flight issues. Eager to leverage expertise to improve customer experiences and operational efficiency.
Work History
Airport Customer Service Agent
15 Years 3 Months- Assisted passengers with check-in processes, ensuring timely and efficient service delivery.
- Resolved customer inquiries and concerns, enhancing overall passenger experience and satisfaction.
- Coordinated baggage handling procedures, reducing delays and improving operational efficiency.
- Trained new staff on customer service protocols and systems, fostering team development and knowledge sharing.
- Monitored compliance with safety regulations, ensuring adherence to industry standards during all operations.
Customer Care Representative
15 Years 3 Months- Resolved customer inquiries efficiently, ensuring high satisfaction and consistent service quality.
- Trained new staff on customer care protocols, enhancing team performance and service delivery.
- Managed complex flight changes, demonstrating strong problem-solving abilities under pressure.
- Collaborated with cross-functional teams to streamline communication processes for improved operational efficiency.
- Developed training materials and resources for ongoing staff development in customer service excellence.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma
- Extracurricular Activities: Future Farmers of America
- Business Professionals of America Member
Skills
Document verification
Airport security awareness
Ticketing system
Flexible availability
Travel document verification
Safety monitoring
Passenger support services
Disability assistance experience
Strong multitasking
Time management expertise
Conflict resolution
Adaptable under pressure
Reporting documentation
Customer support
Phone and email etiquette
Excellent communication
Excellent interpersonal skills
Active listening
Superior customer service
Flexible hours
Flexible schedule
Languages
English
Full Professional
Timeline
Airport Customer Service Agent
Southwest Airlines
06.2011 - CurrentRead More
Customer Care Representative
Southwest Airlines
06.2011 - CurrentRead More
Mary Carroll High School
High School Diploma
Read More