LaToya Wilson
Pearland,TX
Summary
Experienced Customer Service Professional bringing 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
6
6
years of professional experience
Work History
Customer Service Supervisor II
Southwest Airlines
04.2022 - Current
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Operations Agent
Southwest Airlines
01.2018 - 04.2022
- Understood FAA, TSA and airport regulations and verified compliance.
- Track number of passengers, luggage and amount of fuel to be put on our aircrafts.
- Prepared daily flight plans and coordinated with other agencies for seamless operations.
- Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.
Ramp Agent
Southwest Airlines
04.2017 - 01.2018
- Guided aircraft into and out of parking positions using hand signals.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- 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.
Education
GED -
Houston Community College
Houston, TX05.2001
Skills
- Maintaining Clean Work Areas
- Customer Relationship Management
- Training Programs
- Customer Service
- Time Tracking
- Corrective Actions
Timeline
Customer Service Supervisor II
Southwest Airlines
04.2022 - Current
Operations Agent
Southwest Airlines
01.2018 - 04.2022
Ramp Agent
Southwest Airlines
04.2017 - 01.2018
GED -
Houston Community College
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