La Toya Haywood
Houston,TX
Summary
Dynamic Customer Service Supervisor with a proven track record at Southwest Airlines, excelling in problem-solving and decision-making. Enhanced customer satisfaction through effective conflict resolution and process improvements, leading to a significant boost in service quality. Skilled in multitasking and organization, fostering a collaborative team environment to optimize performance during peak periods.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
08.2021 - Current
- Supervised daily customer service operations to ensure team performance and client satisfaction.
- Trained new staff on company policies, customer interactions, and conflict resolution techniques.
- Resolved escalated customer complaints by implementing effective solutions and maintaining calm communication.
- Monitored service quality metrics to identify areas for improvement and enhance team efficiency.
- Collaborated with management to optimize scheduling, ensuring adequate coverage during peak hours.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Cargo Customer Service Supervisor
Southwest Airlines
09.2019 - 08.2021
- Supervised daily operations of customer service team, ensuring high-quality support and satisfaction.
- Trained new staff on company policies, procedures, and best practices for customer interactions.
- Resolved customer complaints effectively, utilizing conflict resolution techniques to enhance service quality.
- Implemented process improvements that increased efficiency in handling customer inquiries and issues.
- Collaborated with other departments to streamline communication and enhance overall passenger experience.
- Coordinated schedules and workflows to optimize staffing levels during peak travel periods.
Education
Business Administration And Management
Rust College
Holly Springs, MS04-1997
Skills
- Problem-solving
- Time management
- Multitasking and organization
- Decision-making
- Work prioritization
Timeline
Customer Service Supervisor
Southwest Airlines
08.2021 - Current
Cargo Customer Service Supervisor
Southwest Airlines
09.2019 - 08.2021
Business Administration And Management
Rust College
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