Kimberly Hees
Brownsville,TX
Summary
Customer service professional with extensive experience at Southwest Airlines, skilled in resolving complex issues with empathy and professionalism. Demonstrated hospitality and problem-solving abilities, along with proficiency in Microsoft Office Suite. Recognized for enhancing guest satisfaction and promoting team collaboration in fast-paced environments. Highly organized and dedicated to achieving excellence in service delivery.
Overview
18
18
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
Harlingen, USA
05.2022 - Current
- Resolve customer complaints and service issues with empathy and professionalism
- Managed customer situations involving over-sales, delays, cancellations, and baggage claims, providing resolutions that maintained customer satisfaction
- Greeted customers at check-in, assisting with boarding procedures to ensure smooth transitions
- Partner with ground operations and flight crews to support on-time departures
- Followed policies and procedures to consistently meet performance requirements and enhance service quality
- Collaborate closely with Leadership to ensure operational needs are met
Live-In Nanny
NBA Live-In Nanny
San Antonio, USA
06.2020 - 05.2022
- Established nurturing, safe, and structured environments that promoted children's emotional and developmental well-being
- Cultivated lasting, trust-based relationships with families to foster open communication
- Supervised daily activities and routines for children in a dynamic household.
- Coordinated educational activities promoting learning and development through play.
- Prepared nutritious meals catering to children's dietary needs and preferences.
Cocktail Waitress
Sternwith at Hotel Emma
San Antonio, USA
08.2019 - 06.2020
- Delivered five-diamond service, enhancing guest satisfaction and loyalty
- Provided courteous, polished service, contributing to positive guest experiences
- Coordinated team efforts, resulting in increased service efficiency and quality
Ambassador / Shift Lead
Topgolf
San Antonio, USA
01.2015 - 08.2019
- Facilitated positive and memorable customer experiences by actively addressing guest needs and feedback
- Coordinated large-scale events, enhancing guest satisfaction through meticulous planning and execution
- Delegated responsibilities to team members, streamlining operations and promoting collaboration
- Educated associates on guest-service standards in the role of ACE Trainer.
Server / Trainer
Cracker Barrel
San Antonio, USA
04.2008 - 05.2019
- Trained new hires on procedures and standards to maintain quality of service
- Anticipated and fulfilled guest needs to enhance overall dining experience
- Delivered service in fast-paced dining environment to ensure guest satisfaction
- Maintained product logs to ensure high-quality food production
Education
Some College (No Degree) - Nutrition
San Antonio College
San Antonio, TXSkills
- Proficient in Microsoft Office Suite
- Knowledgeable in TEAMS
- Excellent communication skills
- Interpersonal skills
- Team collaboration
- Ability to work independently
- Task management
- Time management
- Meet deadlines
- Problem-solving
- Fast-paced adaptability
- Leadership skills
- Highly organized
Awards
HRL Culture Committee Member, 2026
Timeline
Customer Service Agent
Southwest Airlines
05.2022 - Current
Live-In Nanny
NBA Live-In Nanny
06.2020 - 05.2022
Cocktail Waitress
Sternwith at Hotel Emma
08.2019 - 06.2020
Ambassador / Shift Lead
Topgolf
01.2015 - 08.2019
Server / Trainer
Cracker Barrel
04.2008 - 05.2019
Some College (No Degree) - Nutrition
San Antonio College