Summary
Overview
Work History
Education
Skills
Timeline
Generic

La Shawn Williams

Customer Service Management
Conroe,TX

Summary

Experienced Customer Service Supervisor bringing over 20 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

25
25
years of professional experience

Work History

Customer Service Supervisor

United Airlines
8 2022 - Current
  • Focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Managed escalations with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Created, prepared, and delivered reports to various departments.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
  • Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Researched and corrected customer concerns to promote company loyalty.
  • Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.

Owner/Operator

Syvellas’s Southern Delights Bakery
11.2005 - Current
  • Responsible for preparing bakery items for sale and delivery.
  • Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
  • Managed day-to-day business operations.
  • Increased customer satisfaction by providing high-quality services and timely communication.
  • Trained and motivated employees to perform daily business functions.
  • Prepared annual budgets with controls to prevent overages.
  • Assessed income and expenses and adapted plans to improve profit levels.
  • Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
  • Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
  • Contributed positively to the local community through involvement in various events or charitable organizations.

Customer Service Agent/Team Leader

United Airlines
03.2016 - 08.2022


  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Streamlined communication processes for improved information exchange between customers and team members.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Adapted to new applications and maintained knowledge of current technologies.
  • Collaborated with team members to develop innovative solutions for complex customer problems.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.
  • Actively sought opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies.
  • Delivered personalized support by tailoring interactions based on individual customer preferences and needs.

Sales/Service Representative

Xfinity Cable Services
03.2007 - 12.2015
  • Performed door-to-door sales of Xfinity cable products and services in assigned territories
  • Provided training to service agents during the transition to Digital, to help assist customers with explanations and demonstrations on self-installations.
  • Answered in-depth questions about company offerings, service policies and benefits of each plan.
  • Called on existing accounts to drive sales through proactive and relationship-driven contact strategies.
  • Analyzed customer feedback to identify areas of improvement and implemented actionable solutions.
  • Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
  • Cross-sold and upsold products to customers based on solid understanding of current and forecasted needs.
  • Kept senior managers informed about sales activities, current inventory and other metrics via timely reports.
  • Employed consultative techniques, using probing questions to overcome objections and close sales.
  • Handled sales paperwork and payments with high degree of accuracy to minimize recordkeeping errors.
  • Generated sales leads through outbound calls and emails to build robust pipeline.
  • Actively sought out opportunities for cross-selling or upselling within existing accounts, maximizing overall revenue generation from each relationship.
  • Increased sales revenue by effectively managing customer relationships and addressing their needs.
  • Trained new hires on sales processes and best practices, ensuring a high level of competence across the team.
  • Participated in ongoing training sessions and workshops to stay current with industry best practices, product enhancements, and emerging sales techniques.
  • Achieved sales targets consistently by applying effective sales strategies and techniques.
  • Managed a diverse portfolio of products and services, allowing for customization according to client needs.
  • Developed strong rapport with key accounts, fostering long-term business partnerships for sustained growth.
  • Enhanced client retention by providing exceptional customer service and promptly resolving issues.

Ramp Agent/Load Planner

United Express/Air Wisconsin
02.2000 - 09.2007
  • Responsible for the calculation of weights and balance on outbound United Express, Skywest, and Chatauqua Airlines
  • Responsible for the documentary compatibility of hazardous material shipments on each flight
  • Provided arrival information for inbound flights which include gate parking or if gate was occupied, sent to penalty box
  • Responsible for ensuring ramp completed inbound request from Captain which may include but not limited to lav services, potable water, bug washes, deicing, etc.
  • Responsible for the integrity of daily outbound flights.
  • Tracked flight schedules to promote on-time landings and avoid loading delays.
  • Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
  • Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
  • Coordinated ground crew activities to complete objectives on schedule.
  • Connected electrical power unit and hoses to aircraft.
  • Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
  • Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
  • Coordinated effectively with airline staff, maintaining timely communication on flight schedules and potential issues.
  • Participated in ongoing training sessions to stay updated on industry regulations, best practices, and new technologies in ramp services.
  • Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
  • Displayed strong attention to detail during aircraft inspections, promptly reporting any observed irregularities or potential hazards.
  • Consistently maintained professional appearance and demeanor in accordance with company policies and standards.
  • Demonstrated adaptability by quickly adjusting to changing flight schedules or weather conditions, minimizing disruptions to airport operations.
  • Streamlined baggage loading process, ensuring timely departure of flights and minimal delays.
  • Assisted in reducing turnaround times by efficiently managing the unloading and loading of cargo and luggage.
  • Conducted marshaling activities skillfully, guiding pilots safely towards their designated parking positions on the ramp area.
  • Contributed to a positive team environment by actively collaborating with colleagues and fostering open communication regarding ramp operations concerns.
  • Maintained clean, orderly work environment free of hazards.
  • Contributed to a safer work environment by strictly following safety protocols during ramp operations.

Education

Bachelor of Arts - Psychology

Chicago State University
Chicago, IL
05.2001 -

Skills

Problem-Solving

Customer Relations

Team Building and Leadership

Complaint resolution

Training and mentoring

Continuous Improvement

Handling Escalations

Customer Service

Team Development

Policy Enforcement

Complaint Handling

Timeline

Customer Service Agent/Team Leader

United Airlines
03.2016 - 08.2022

Sales/Service Representative

Xfinity Cable Services
03.2007 - 12.2015

Owner/Operator

Syvellas’s Southern Delights Bakery
11.2005 - Current

Bachelor of Arts - Psychology

Chicago State University
05.2001 -

Ramp Agent/Load Planner

United Express/Air Wisconsin
02.2000 - 09.2007

Customer Service Supervisor

United Airlines
8 2022 - Current

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La Shawn WilliamsCustomer Service Management