Proven leader and empathetic communicator, adept at fostering customer loyalty and managing relationships, honed at Southwest Airlines and the US ARMY. Excelled in problem resolution and CRM, significantly enhancing customer satisfaction and team efficiency. Skilled in mentoring and logistics, driving operational success and exceeding performance metrics.
Hi, I’m
Loriahn McLean-Bass
Colorado Springs,CO
Summary
Overview
26
years of professional experience
Work History
Southwest Airlines
Customer Service Agent
07.2023 - Current
Job overview
- 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.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Responded proactively and positively to rapid change.
- Provided Legendary Customer Service for each and Every customer
Krispy Kreme
Assistant Store Manager
02.2022 - 02.2023
Job overview
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
US ARMY
Active Duty Soldier
02.1999 - 04.2022
Job overview
- Contributed to successful military exercises through effective coordination and task delegation among team members.
- Mentored junior soldiers in career progression strategies, enhancing their professional growth opportunities within the military structure.
- Developed strong leadership skills by supervising subordinates in daily tasks and long-term objectives.
- Enhanced unit readiness by conducting thorough training sessions and evaluations.
- Secured and protected military property, assets, and personnel.
- Managed logistics operations to guarantee timely shipment of supplies and equipment for mission success.
- Ensured soldiers'' welfare with consistent communication, addressing concerns, and providing guidance when needed.
- Conducted comprehensive intelligence analysis to support decision-making processes during critical situations.
Education
Colorado Technical UniversityColorado Springs Colorado
Bachelor of Science from Electrical Engineering
06.2021
University Overview
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Customer Relations
- Customer Complaint Resolution
- Empathetic and genuine
- Complaint Handling
- Service-oriented self-starter
- Customer Relationship Management (CRM)
Timeline
Customer Service Agent
Southwest Airlines
07.2023 - Current
Assistant Store Manager
Krispy Kreme
02.2022 - 02.2023
Active Duty Soldier
US ARMY
02.1999 - 04.2022
Colorado Technical University
Bachelor of Science from Electrical Engineering
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