Jennifer Sims
Plainfield,IL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
Chicago, IL
06.2023 - Current
- Supervise and train customer service staff to ensure excellent customer service delivery.
- Provide guidance and support to customer service agents and operation agents, including coaching and mentoring.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Handle high-pressure, elevated customer needs to ensure their satisfaction.
- Provide exceptional hospitality to both internal and external customers.
- Ensure safety compliance and maintenance among all agents.
Customer Service Agent
Southwest Airlines
Chicago, IL
06.2022 - Current
- Maintained a high level of customer satisfaction by providing accurate and helpful information.
- Maximized on-time performance of flights by establishing strong interdepartmental ties with ops and ramp.
- Assist passengers with the check-in process, including checking bags, adding special remarks to their reservations, and ensuring that they know where to go.
- Increased efficiency in handling large numbers of passengers on a regular basis.
Customer Service Representative
All Printing Resources
Glendale Heights, IL
08.2018 - 05.2020
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Service Representative
Comcast/Xfinity
Tinley Park, IL
11.2011 - 02.2017
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
High School Diploma -
Bolingbrook High School
Bolingbrook, IL06-2004
Skills
- Handling Escalations
- Problem-Solving
- Issue Resolution
- Bilingual in spanish
- Customer Service
Languages
Spanish
Professional
Timeline
Customer Service Supervisor
Southwest Airlines
06.2023 - Current
Customer Service Agent
Southwest Airlines
06.2022 - Current
Customer Service Representative
All Printing Resources
08.2018 - 05.2020
Customer Service Representative
Comcast/Xfinity
11.2011 - 02.2017
High School Diploma -
Bolingbrook High School