Jonelle Pollard
United Airlines
Bayonne,NJ
1
Certification
8
years of professional experience
Result-driven customer service and operations professional with extensive experience in conflict resolution, team leadership and operational support. Proven track record of improving efficiency, maintaining high performance standards and delivering exceptional customer experiences in fast- paced environments. Experienced leader with a strong background in staff management, training and team development. Skilled in operational planing, problem-solving, compliance and performance management with a demonstrated ability to make sound decisions.
Work History
Acting Supervisor
1 Year 10 Months- Managed day-to-day activities of department to optimize operational efficiency and effectiveness.
- Achieved high team performance standards by effectively supervising employees and assigning tasks. Enhanced scheduling efficiency by managing employee workloads and responsibilities. Promoted policy compliance through vigilant monitoring and enforcement of procedures.
- Achieved high quality and safety standards by effectively managing resources and equipment. Resolved operational challenges, leading to successful attainment of project deadlines and targets.
- Enhanced operational performance through regular communication with employees and management while providing necessary training and support.
Customer Service Representative
4 Years 5 Months- Assisted in managing high-pressure situations while maintaining professionalism during conflict resolution. Supported effective resolution of disputes with a focus on composure and professionalism.
- Consistently provided exceptional service by actively engaging with customers, listening attentively, and
applying strong interpersonal skills. - Assisted with ticketing, baggage handling, and boarding procedures to support smooth and efficient
operations. - Delivered clear and accurate information to customers regarding flight schedules, destinations, and airline
policies. - Communicated timely updates to passengers about delays or cancellations resulting from weather or
mechanical issues.
Lead Dispatcher
2 Years 3 Months- Managed incoming and outgoing calls related to wheelchair assistance requests.
- Ensured strict adherence to safety protocols when helping customers select appropriate wheelchair options.
- Scheduled and provided regular breaks for agents to support smooth and efficient operations.
- Warmly greeted customers, addressed inquiries, and shared detailed information about available services.
- Coordinated with gate agents to deliver timely and efficient assistance during arrivals and boarding.
- Offered clear guidance on routes, gates, and terminals to help customers navigate concerns about baggage
and boarding.
Retail Supervisor
9 Months- Supervised daily operations, ensuring staff adherence to company policies and procedures.
- Trained and mentored junior team members, fostering a collaborative retail environment.
- Managed inventory levels, utilizing point-of-sale systems for accurate stock tracking.
- Implemented visual merchandising standards, enhancing product presentation and customer engagement.
- Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.
Education
High School Diploma
Skills
Training and mentoring
Goal oriented
Staff management
Customer service
Strategic planning
Decision-making
CPR Trained
OSHA Trained
GSC
CRO
Certification
- Ascend Program (Discovering Together)
- OSHA Certificate
Timeline
Acting Supervisor
United Airlines
10.2024 - CurrentRead More
Customer Service Representative
United Airlines
03.2022 - CurrentRead More
Lead Dispatcher
United Ground Express
01.2020 - 04.2022Read More
Retail Supervisor
Stellar Inc
07.2018 - 04.2019Read More
New Amsterdam Secondary School
High School Diploma
Read More