Margaret Holliday
Hendersonville,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the airline industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with internal and external customers. Motivated to maintain customer satisfaction and contribute to ourcompanies' legacy, culture, and success. Possesses exceptional organizational and problem solving skills and meets deadlines through consistently high levels of effort and attention to detail.
Overview
23
23
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
11.2023 - Current
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Collaborated with team members to develop innovative solutions for complex customer problems.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
- 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.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Flight Attendant
Southwest Airlines
09.2001 - 04.2023
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Ensured timely departures by assisting with boarding procedures and efficiently stowing luggage.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Promoted brand reputation by exhibiting professionalism, friendliness, and attentiveness in every interaction with customers.
- Provided comfort to anxious travelers through active listening, empathy, and reassurance during turbulence or other flight challenges.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Resolved passenger conflicts and medical emergencies during flights.
- Ensured safety and comfort of customers onboard aircraft.
Education
High School Diploma -
Covington High School
Covington, LA05.1999
Skills
- Customer Service
- Problem Resolution
- Escalation management
- De-Escalation Techniques
- Exemplary work ethic
- Empathetic and genuine
- Service-oriented self-starter
- Outstanding communication skills
- Team Player
- Organizational focus
- Leadership
Accomplishments
Received multiple commendations from external customers as well as kick tails from internals throughout my career as a flight attendant and now as a customer service agent.
~Teamwork for turning planes ahead of schedule.
~Warrior Spirit letter during irregular operations and volunteering to spend extra time on duty.
~Attention to detail and keeping our operation efficient and rolling when on time performance is our #1 goal.
~On the Spot Award for providing great service and displaying natural kindness and a "fun-luving" attitude.
~Superior attendance record with no occurrences or sick days used thus far during new probationary period.
~Letters and Ecards from supervisors for being selfless, wanting to do what's right in situations, diffusing them, and for being kind.
~Appreciated for sincere desire and diligent efforts to get customers to their destinations on time, and praised for professionalism and demeanor that puts them at ease.
BNA Culture Committee activities
Since I began my new role as a customer service agent in BNA, I've been actively involved in Culture Committee days. We've sold squares for the super bowl to other SWA employees to have some fun but also to raise money for a local Nashville charity. I helped to decorate the ticket counter and gates for Valentine's Day, and I also received an "On the Spot" award from my manager Tasha Younger for putting together the display in the C1 gate area for Women's History month. Engaged with our customers on St. Patrick's Day by walking throughout the C and D terminals, passing out "SWAG" sunglasses, clover lollipops, and beads, and taking photos for our team managers and supervisors.
Additional Information
I believe that the inflight supervisor role is one of the most strategic and influential positions in Inflight. I would truly appreciate the chance to be considered, and to continue my journey and growth with Southwest Airlines. I am fully prepared and ready to fulfill a leadership role within our company. I have developed healthy relationships with ground operations employees, and have become more well rounded as I have been learning a whole new side of the operation. Thank you so much for your time and this exciting opportunity!
Timeline
Customer Service Agent
Southwest Airlines
11.2023 - Current
Flight Attendant
Southwest Airlines
09.2001 - 04.2023
High School Diploma -
Covington High School