Maria Pintor
Los Angeles,CA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Customer-focused professional with successful 23-year career in Southwest Airlines. Dynamic and successful at applying skills in busy environments. Personable and dedicated Customer Service Manager. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with Vendors. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing success.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Southwest Airlines
Los Angeles
09.2013 - Current
- Coach and mentor Agents and leaders to maximize performance and customer satisfaction of our operation.
- Organize shift assignments to meet expected coverage demands by factoring in operational need and forecasting changes.
- Evaluated employee job performance and motivated staff to improve Customer satisfaction.
- Assist Customers with issues surrounding their airport experience or reservation issues.
- Set clear expectations to Agents and leaders to achieve our station goal.
- Maintain knowledge of company policies and procedures so that I can resolve complaints and concerns.
- Keep relationships with station vendors in order to maintain a common work goal.
Customer Service Supervisor
Southwest Airlines
Los Angeles
11.2007 - 09.2013
- Oversaw and assessed customer service staff activities to provide the Agents with regular performance-related feedback.
- Set clear expectations and helped the Agents with any situation that would arise in order to assist our Customers.
- Addressed customer issues to increase customer satisfaction.
- Established positive rapport with Customers, managers and other departments to maintain positive and successful work environment.
- Oversaw shift assignments and made the necessary changes to meet the operational need by factoring in typical loads and forecasting the operation.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
Education
Business Administration
California State University - Los Angeles
Los Angeles, CASkills
- Training and mentoring
- Project Management
- Schedule Coordination
- Handling Escalations
- Complaint resolution
- Workflow Management
- Talent Development
- Audit Support
- Regulatory Compliance
- Continuous Improvement
- Workforce Management
- Positive and Constructive Feedback
- Policy Enforcement
- Problem-Solving
- Windows proficiency or Excel proficiency
- Relationship Building
- Time Management
- Vendor relations and retention
- Employee Scheduling
- Performance Evaluations
- Customer Service
- Schedule Management
Accomplishments
- Received two Winning Spirit Awards
- Received an Award from LAWA for my participation in assisting with a medical emergency.
Languages
Spanish
Professional
Timeline
Customer Service Manager
Southwest Airlines
09.2013 - Current
Customer Service Supervisor
Southwest Airlines
11.2007 - 09.2013
Business Administration
California State University - Los Angeles