Kelly Short
Oakdale,PA
Summary
Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge in the airline industry. Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules, and projects with an organized and detail-oriented mindset.
Overview
19
19
years of professional experience
Work History
Senior Specialist
Southwest Airlines
10.2021 - Current
- Conduct thorough investigations into high-priority and escalated issues, ensuring timely and accurate resolution
- Maintain control of processes to ensure thorough and timely conclusions
- Conducted detailed investigations into customer claims, identifying patterns of fraud and discrepancies
- Promoted high customer satisfaction by resolving issues with a thorough and knowledgeable approach
- Stay informed on regulatory matters related to domestic and international claims processing
- Provide support through phone and written communications.
Customer Service Agent
Southwest Airlines
04.2005 - 10.2021
- De-escalated problematic concerns by providing clear, factual explanations and maintaining a professional demeanor
- Provided comprehensive service and attention to customers during face-to-face and phone interactions
- Oversaw daily operations, managing reports related to regulatory reporting
- Handle vendor-related issues and support leadership in resolving related concerns
- Assisted in daily operations across various departments, ensuring compliance with company procedures
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Education
Associates Degree - Specialized Business
Bradford School
Pittsburgh, PA10.2001
Diploma -
Thomas Jefferson High School
Jefferson Hills, PA06.1999
Skills
- Investigation and Research Techniques
- Analytical and Critical Thinking
- Verbal and Written Communication
- Problem Solving and Decision Making
Timeline
Senior Specialist
Southwest Airlines
10.2021 - Current
Customer Service Agent
Southwest Airlines
04.2005 - 10.2021
Associates Degree - Specialized Business
Bradford School
Diploma -
Thomas Jefferson High School
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