Katelyn Bradfield
Oklahoma City,OK
Summary
Experienced customer service professional with a strong background in handling multi-line telephone systems. Skilled in planning, problem-solving, and adapting to changing circumstances. Consistently surpassing expectations while working independently. Adept at multitasking and meeting deadlines without compromising work quality. Well-versed in operational process improvements and streamlining workflows to enhance efficiency. Utilizes collaborative approaches and strong problem-solving skills to achieve organizational goals. Demonstrated success in resource management and implementing best practices for operational success. Experienced with optimizing operational workflows to improve efficiency. Utilizes strong analytical skills to identify and resolve issues promptly. Track record of leveraging communication and teamwork for successful project execution.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operations Associate
Southwest Airlines
03.2022 - Current
- Leveraged staffing metrics and operational trends to inform strategic scheduling decisions, enhancing productivity, resource allocation, and payroll accuracy
- Collaborated with cross-functional teams to drive process improvements and operational efficiency
- Managed and optimized workforce schedules, ensuring compliance with company policies and Collective Bargaining Agreements
- Coordinated absence reporting and overtime assignments, balancing operational needs with employee satisfaction
- Resolved operational challenges through strategic problem-solving and effective communication across multiple platforms, including Microsoft Teams, Microsoft Outlook, and telephony systems
- Authored a comprehensive manual to standardize processes, supporting new hire training and operational consistency
- Developed job aids to assist colleagues in navigating internal customer inquiries, increasing team efficiency and knowledge retention
- Provided key metrics analysis and insights to leadership teams, supporting strategic initiatives and data-driven decision-making
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
Customer Service Representative
Southwest Airlines
05.2016 - 03.2022
- Provided hospitable customer service to internal and external customers via multi-line phone system and computer applications
- Assisted customers with booking reservations and answered inquiries regarding air travel
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Sold ancillary products during reservation calls to enhance passenger experience
- Provided procedural advice and job-related support to fellow team members via the Service Coordinator line
- Mentored new and existing agents through one-on-one support and floor walking
- Completed Emergency Response and Crisis Planning training at Southwest Airlines Headquarters
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Coordinated and assisted in new hire training programs and acted as a liaison for departmental communication
- Consistently earned top marks on performance reviews, praised for leadership and teamwork
Customer Service Representative
Century Martial Arts Call Center
01.2011 - 05.2016
- Delivered exceptional customer service and sales support via phone and internet for martial arts customers worldwide
- Processed orders and inquiries for martial arts equipment and supplies using a multi-line phone system
- Coordinated with various departments (warehouse, accounting, shipping) to ensure timely delivery and resolve product issues
- Managed office operations in the supervisor's absence, ensuring smooth workflow and clear communication
- Trained new call center employees on company procedures and best practices
- Investigated and resolved issues such as shipping errors or damaged products to maintain customer satisfaction
- Actively participated in showroom sales when needed
- Consistently earned high performance reviews, praised for work volume, accuracy, and positive work ethic
Customer Service Positions
Various
05.2007 - 01.2011
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
Education
High School Diploma - General Studies, Advanced Computers, Keyboarding, Speech, Intro to Finance
Edmond Memorial
Edmond, OK01.2007
Skills
- Client Support
- Records Management
- Senior Leadership Support
- Telephonic Sales Expertise
- Skilled in Microsoft Office Suite
- Strong Communication Skills
- Skilled in Detailed Reporting
- Effective Deadline Management
- Project management
- Standard Operating Procedure Creation
- Time Management Skills
- Operational Analysis Reporting
- Process Optimization
- Workflow Optimization
- Office Administration
- Team Coordination in Operations
Certification
- Emergency Response & Crisis Planning, Southwest Airlines Headquarters
- Team Leader & Center Operations Training, Southwest Airlines
Additional Information
Dedicated to continuous process improvement by identifying trends and up-channeling them to leadership and technical support teams., Proficient at troubleshooting technical issues while working remotely, including internet, power, and software challenges.
Timeline
Operations Associate
Southwest Airlines
03.2022 - Current
Customer Service Representative
Southwest Airlines
05.2016 - 03.2022
Customer Service Representative
Century Martial Arts Call Center
01.2011 - 05.2016
Customer Service Positions
Various
05.2007 - 01.2011
- Emergency Response & Crisis Planning, Southwest Airlines Headquarters
- Team Leader & Center Operations Training, Southwest Airlines
High School Diploma - General Studies, Advanced Computers, Keyboarding, Speech, Intro to Finance
Edmond Memorial
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