Lea McMillan
Johnstown,OH
Summary
Courteous Customer Service Agent boasting almost three years of experience in airline customer service. Sound knowledge of airline operations and effective customer service strategies. Successful handling baggage, checking in passengers and conducting security screenings. Collaborative and friendly known to go extra mile to deliver customer satisfaction.
Overview
5
5
years of professional experience
Work History
Southwest Customer Service Agent
Southwest Airlines
02.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Air Canada Agent
ATS
12.2021 - 02.2023
- Welcomed passengers and ensured smooth boarding process
- Ensured accurate handling of baggage charges and facilitated smooth check-in procedures
- Handled passenger inquiries and concerns related to ticketing and baggage with professionalism.
- Leveraged PA system to relay information about departures and landings effectively.
- Responsible for coordinating and supervising gate, ramp, and cabin services on each flight
Bakery Clerk
Giant Eagle
05.2021 - 12.2021
- Created visually appealing arrangements of baked goods inside display cases
- Handled packaging of bakery merchandise, ensuring proper organization and presentation
- Delivered exceptional customer service to create a positive experience and ensure customer satisfaction.
Crew Member
McDonalds
07.2020 - 04.2021
- Took customer orders, efficiently prepared meals, and accurately processed payments.
- Ensured a consistently tidy and sanitary environment in the restaurant lobby, front counter, and restrooms throughout my shift
- Demonstrated versatility by working seamlessly in different customer-facing positions like front counter and drive-thru.
Kennel Crew Member
All Tails R Wagon
07.2019 - 12.2019
- Ensured the well-being of pets when owners were away
- Maintained cleanliness and organization of play yards, kennels, and cages
- Catered to the dietary requirements of animals by providing them with well-prepared meals
Education
Associate of Arts - Communications
Columbus State Community College
Columbus, OH12.2026
Skills
- Excellent Customer Service
- Public Speaking
- Problem Resolution
- Outstanding communication skills
- PA Systems
- Customer Focus
- Strong multitasking
- Time management expertise
Timeline
Southwest Customer Service Agent
Southwest Airlines
02.2023 - Current
Air Canada Agent
ATS
12.2021 - 02.2023
Bakery Clerk
Giant Eagle
05.2021 - 12.2021
Crew Member
McDonalds
07.2020 - 04.2021
Kennel Crew Member
All Tails R Wagon
07.2019 - 12.2019
Associate of Arts - Communications
Columbus State Community College
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