Kiana Yuen
Kapolei,HI
Summary
Dedicated Customer Service Agent with extensive experience at Southwest Airlines at Honolulu Airport. Recognized for delivering exceptional service in a fast-paced environment. Proven expertise in training and onboarding new staff, ensuring adherence to company policies, team performance to meet operational goals. Proficient in managing baggage handling processes, resolving issues efficiently, and providing support to passengers to ensure seamless travel experience. Adept to positive relationships with customers and colleagues while upholding the highest standards of safety and customer care. Also committed to continuous improvement and enhancing the overall travel experience for all passengers.
Overview
17
17
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
02.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Assistant Restaurant Manager
Loco Moco BBQ & Catering
10.2008 - 07.2023
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
- Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Kept restaurant compliant with all federal, state, and local hygiene and food safety regulations.
Education
Bachelor of Science - Business Management
University of Phoenix
Kapolei, Hi01-2014
Skills
Communication, Customer Service, Leadership, time management, problem solving, teamwork
Accomplishments
Hospitality Summit (June 2024)-Selected out of 75+ to attend hospitality Summit at Headquarters .
Temporary Customer Service Supervisor (June 2024-Aug 2024)
Managing employees, Business operations, ensure Safety & Hospitality
Station Trainer (March 2024-present) Training new Cohearts in daily operations.
Culture Committee Vice President (June 2024-Present)contributing to planning and unification of HNL culture .
Baggage Service Warrior of the Month (2024)-selected by peers.
Care Team-certified to assist in case an emergency
Baggage Service Office Station of the year
Contributed to the Success of Southwest Baggage Service Office Award (2024)- by meeting all metrics and standards required, accurate fault code research, demonstrating hospitality and care to passenger, working as a team during difficult situations
Timeline
Customer Service Agent
Southwest Airlines
02.2023 - Current
Assistant Restaurant Manager
Loco Moco BBQ & Catering
10.2008 - 07.2023
Bachelor of Science - Business Management
University of Phoenix
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