Melissa Langdon
Las Vegas,NV
Summary
Dynamic Customer Service Manager with a proven track record at Spirit Airlines, enhancing service quality and team performance. Skilled in problem-solving and training, I implemented effective strategies that reduced customer complaints and improved satisfaction. Adept at fostering relationships and driving operational excellence through data analysis and quality assurance measures.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Spirit Airlines
05.2013 - Current
- Analyzed customer feedback data to identify trends and drive improvements in service delivery processes.
- Collaborated with cross-functional teams to streamline communication and enhance overall guest experience
- Conducted regular assessments of team operations, recommending changes to optimize workflows and reduce errors.
- Resolved customer complaints with problem solving, prioritizing customer satisfaction and loyalty
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring cohesive communication
- Implemented quality control measures to maintain high standards of service across all touchpoints within the business model.
- Improved team morale and motivation by designing recognition programs for exceptional customer service to drive operational excellence
- Maintained positive agent relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Supply ordering and updated regulitory compliance for audits to stay in line with industry standards and government regulations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Shift Supervisor
Delta Global Services, DGS
01.2012 - 04.2013
- Supervised daily operations, ensuring compliance with safety regulations and company policies.
- Trained and mentored staff on operational procedures and best practices to enhance team performance.
- Coordinated workflow schedules to optimize resource allocation and improve service efficiency.
- Conducted performance evaluations, providing constructive feedback to foster employee development.
- Trained new employees and delegated daily tasks and responsibilities.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
Customer Service Representative Trainer
US Airways
05.2004 - 11.2012
- Developed and delivered training programs to enhance customer service skills among new representatives.
- Implemented quality assurance measures to ensure consistency in service delivery across teams.
- Mentored staff on effective problem-solving techniques to improve customer satisfaction rates.
- Evaluated training materials and made recommendations for improvements based on employee feedback.
- Cultivated a positive learning environment that encouraged continuous development among customer service teams.
- Encouraged ongoing professional development among customer service representatives by providing access to relevant resources and learning opportunities within the organization.
- Streamlined onboarding process for new customer service representatives, resulting in increased efficiency and reduced training time.
- Enhanced customer satisfaction by providing exceptional training to customer service representatives.
- Conducted regular assessments of trainee progress, providing feedback and coaching as needed for continuous improvement.
- Fostered strong relationships with trainees by maintaining an approachable demeanor and offering ongoing support throughout their development journey.
Education
High School Diploma -
Skills
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Exceptional telephone etiquette
- Conflict resolution techniques
- Relationship building
- Quality assurance
Certification
Ground Security Cordinator
Complaint Resolution Official
Timeline
Customer Service Manager
Spirit Airlines
05.2013 - Current
Shift Supervisor
Delta Global Services, DGS
01.2012 - 04.2013
Customer Service Representative Trainer
US Airways
05.2004 - 11.2012