Kimberley Waxman

Customer Service Agent

Southwest Airlines

Dallas, TX

04.2022 - Current

Delivers exceptional passenger hospitality to ensure a consistently positive journey experience.
Demonstrated effective communication skills in building positive relationships with passengers and team members, fostering a collaborative work environment.
Maintained adherence to FAA and TSA protocols to ensure passenger, co-worker, and crew safety.
Provided exceptional customer service at check-in, gates, and baggage services by addressing customer issues promptly and efficiently.
Utilizing problem-solving skills and de-escalation techniques to assist passengers with their inquiries and resolve any complaints they may have.
Proven track record of successfully working under pressure and meeting deadlines without compromising quality or safety.
Collaborated with cross-functional teams to optimize operations for timely departures and enhanced customer satisfaction.
Ensured smooth integration of new team members through training and continuous support.
Identified opportunities to enhance customer service processes and procedures.
Ensured accurate updates of customer records in the CRM system with every interaction.
Managed administrative responsibilities, including filing and completing paperwork associated with customer service.
Maintained a high level of customer satisfaction by providing accurate and helpful responses.
Managed the processing of refunds, rebooking of passenger's, and order cancellations within the parameters of organizational policies.
Resolved customer complaints quickly and efficiently.
Consistently participated in advisory board meetings and training sessions to stay informed about the latest offerings and enhancements.