Julie Springs

Customer Care Representative

Southwest Airlines

12.2009 - Current

Greet customers by name and display a respectful attitude, helping develop rapport with customer base and build trust
Assist customers with Rapid Rewards reservations, account issues and password resets as well as general reservations and cancellations
Participate in team meetings to discuss new ideas for improving customer service and processes
Develop and maintain working knowledge of policies and procedures to address customer issues and needs across multiple working groups
Selected to be a CCR (Customer Care Representative) and SCOD (Supervisor on Duty) to assist peers with pnr questions, and to take over irate customer calls
Scheduled group reservations using AGM and ARD platforms
Schedule group reservations using the new GRM platform
Created Paypal invoices and processed Paypal payments for group reservations in the AGM platform
Update reservations due to new schedule accommodations by working through ques in both ARD and c360, ensuring flight schedules, connection times, HK status, honor fares, and document the reservation
Demonstrate strong problem-solving skills when dealing with irregular operations, offering hospitality to resolve customer issues
Joined the Dedicated Line team, assisting travel agents with new bookings, changes, opening coupons, and policy questions
Handle SWABIZ questions for travel managers and send password reset links
Assist with the LUV chat to help answer agent questions and troubleshoot group reservation issues
Assist with he LUV chat in Cargo to help agents with questions and double check airway bills are correct
Helped develop new cargo training material and assisted with training new cargo agents