Julie Pearce
Senoia,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the airline industry, with a passion for baggage service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. .
Overview
37
37
years of professional experience
1
1
Certification
Work History
Service Specialist
Andy Arnold State Farm Agency
06.2023 - Current
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Streamlined service processes for quicker response times, enhancing overall customer experience.
- Collaborated with team members to develop new strategies for improving service quality and efficiency.
Customer Service Agent/Representative (Lead)
Continental Airlines/United Airlines
02.1998 - 02.2019
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Delivered personalized support by tailoring interactions based on team member's preferences and needs.
- Certified as a Complaint Resolution Officer and Ground Security Coordinator.
- Member of the Charter Team.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Streamlined communication between ticket counter agents, gate agents, baggage service agents and contract ramp agents. Effectively improved our station MBR (Mishandled Baggage Ratio) by more than 50% by implementing new procedures and educating the management of the contract ramp company on all aspects of technology with the tracking of bags.
- Recipient of the United 100 Award.
Customer Service Agent
Continental Airlines/United Airlines
08.1996 - 01.1998
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Contributed to achieving company goals by assisting the General Manager in the hiring of new employees and Customer Service Representatives (Leads).
- Utilized strong problem-solving skills to quickly identify areas where improvement was needed and collaborated with team members to develop solutions for complex problems.
Customer Service Representative and Supervisor
Continental Airlines/United Airlines
08.1992 - 08.1996
- Completed staffing assignments and oversaw all areas of the airport operation including Ticket Counter, Gate, Baggage Service and Pier Operation.
- Developed a program so all employees would be trained to work at both the ticket counter and the gates.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Implemented Baggage Service System I created in FLL, TPA and MIA.
- Temporary three month assignment to open up MDW station, specifically went there to set up the baggage service office and train new team members.
- Was on the team to close the airport operation and prepare for Hurricane Andrew.
- Attended Steven Covey's Seven Habits of Highly Effective People Training.
Customer Service Agent/Representative (Lead)
Continental Airlines/United Airlines
09.1989 - 07.1992
- Resolved customer complaints and concerns professionally, resulting in a fair outcome to both the customer and the company.
- Organized the Baggage Service Office and created a system which enabled it to run efficiently and effectively.
- Responsible for ordering stock bags to settle damaged baggage claims quickly.
- Settled Baggage Claims, including being an authorized signer for settlement checks.
- Assisted with delays and oversales as needed.
- Assisted in the opening of the GSO station.
Customer Service Agent
Continental Airlines/United Airlines
05.1987 - 09.1989
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Received positive feedback from management for consistently meeting and exceeding performance goals and expectations.
- Organized and maintained storage area for all supplies needed for the station, along with ensuring the ticket counter, gate and baggage service had adequate supplies at all times.
Education
Travel
Pacific Travel School
Garden Grove, CAAssociate of Arts - Word Processing
Monroe Community College
Monroe, MIHigh School Diploma -
Deerfield High School
Deerfield, MISkills
- Service-oriented self-starter
- Complaint resolution
- Service standard compliance
- Prioritization
Certification
- Property and Casualty License - January 2024
Timeline
Service Specialist
Andy Arnold State Farm Agency
06.2023 - Current
Customer Service Agent/Representative (Lead)
Continental Airlines/United Airlines
02.1998 - 02.2019
Customer Service Agent
Continental Airlines/United Airlines
08.1996 - 01.1998
Customer Service Representative and Supervisor
Continental Airlines/United Airlines
08.1992 - 08.1996
Customer Service Agent/Representative (Lead)
Continental Airlines/United Airlines
09.1989 - 07.1992
Customer Service Agent
Continental Airlines/United Airlines
05.1987 - 09.1989
Travel
Pacific Travel School
Associate of Arts - Word Processing
Monroe Community College
High School Diploma -
Deerfield High School
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