LaKisha M Strother

Customer Service Specialist

Southwest Airlines

Atlanta, Ga

03.1998 - 08.2020

Ensured day to day operations align with corporate strategic vision
Maintain extensive customer inquiries and triage customer issues to ensure timely and successful resolution for improving customer overall experience
Achieved sales goals and service targets by cultivating and securing new customer relationships.
Developed ﬁling system for categorizing, prioritizing and maintaining extensive paper based correspondences
Responsible for performance of 35 team members to include directing and reviewing all tasks, activities, responsibilities, and deliverables
Ensure teams are adequately equipped with supplies and resources required to conduct their work
Built relationships with customers and community to establish long-term business growth.
Consistently maintain a positive attitude in simple to complex situations
Consistently exceeded customer service targets by using consultative approaches to educate and provide customers additional products and services to enhance their overall travel experience
Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Implemented systems and procedures to increase sales.
Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Trained, oversaw and mentored new team members to strengthen performance and job expertise.