Michelle Buckley
Dallas,TX
Summary
Visionary leader with extensive experience in driving transformational customer care initiatives and creating customer-centric operating models. Proven expertise in digital adoption, operational optimization, and cross-functional collaboration to enhance customer satisfaction and organizational performance. Recognized for strategic leadership, innovation, and the ability to inspire teams to deliver exceptional results. Adept at leveraging emerging technologies, such as AI, and driving change in large-scale organizations to meet evolving customer needs.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Managing Director, Customer CARE
Southwest Airlines
Dallas, TX
07.2022 - Current
- Lead cross-functional, specialized teams that deliver a cohesive customer experience via chat, phone, social, and email channels to drive seamless customer experiences.
- Develop and implement strategic initiatives that improve operational efficiency, enhance disruption management, and elevate overall customer satisfaction.
- Oversee the design and execution of real-time staffing models and operational analytics to optimize resource allocation and response times.
- Collaborate with marketing, customer experience, and product teams to deliver a cohesive service strategy aligned with company objectives.
- Drive a culture of continuous improvement by mentoring leaders, fostering employee development, and integrating innovative service methodologies.
- Defined and executed a strategic vision for Customer CARE, enhancing Customer satisfaction, loyalty, and first-contact resolution for a team of 700 Employees.
- Spearheaded the consolidation of six contact centers into a centralized hub, reducing costs while ensuring consistent and superior service delivery.
- Steered opportunities to implement Generative AI, automation, and self-service capabilities, resulting in a 50% boost in capacity for the escalation team.
- Established KPIs to drive continuous improvement and foster a culture of operational excellence and employee empowerment.
- Gauged staffing needs based on organizational goals and objectives; reduced personnel accordingly.
Director, Customer Relations Operations
Southwest Airlines
Dallas, TX
08.2017 - 07.2022
- Built a multi-channel operating model, driving 25% productivity gains, improving scheduling flexibility, and increasing Employee engagement by 10%.
- Navigated crisis management and service recovery efforts during major operational disruptions, including Flight 1380, balancing support for the team, and responding to the needs of impacted customers.
- Redesigned training programs, reducing new hire ramp-up time by 40% and enhancing workforce readiness.
- Developed key performance indicators focusing on customer satisfaction, response efficiency, and operational effectiveness.
- Managed departmental budget including staff augmentation and discretionary spending to maximize cost-efficiency while maintaining customer expectations.
- Derived actionable insights by analyzing consumer data related to product and support trends.
Director, Customer Relations Business Support
Southwest Airlines
Dallas, TX
08.2014 - 08.2017
- Initiated overhaul of department structure for improved efficiency and operational support.
- Achieved top industry rank with DOT for consumer complaints by creating systems to monitor progress towards execution.
- Implemented proactive customer service strategies, achieving measurable improvements in customer satisfaction measurements.
- Directed multiple functions, including regulated responses to customers and DOT, project oversight, reporting and analytics capabilities, training, and communication for the Customer Relations department.
- Represented the Company at major government and industry meetings.
Senior Consultant, Ground Operations Project Portfolio
Southwest Airlines
Dallas, TX
03.2012 - 08.2014
- Organized cross-functional team to enable integration of a novel reservation platform by aligning technological solutions with user requirements.
- Collaborated with Technology and Operations teams to implement new international services for Southwest Airlines.
- Reviewed all deliverables before release ensuring accuracy, completeness, and quality assurance standards are met.
- Integrated procedure materials and oversaw training for employees on new technologies and processes.
Senior Manager, Customer Service Standards and Training
AirTran Airways
Atlanta, GA
04.2011 - 04.2012
- Organized multiple, cross-functional teams through the merger of AirTran Airways with Southwest Airlines.
- Responsible for documentation and execution of standard operating procedures to ensure company-wide compliance with DOT regulations.
- Championed customer experience initiatives by driving collaboration between customer service and other key departments.
- Monitored competitor activities to anticipate changes in the industry landscape and design appropriate response measures.
Manager, Customer Service Standards
AirTran Airways
Atlanta, GA
01.2008 - 04.2011
- Developed, analyzed, and executed customer service policies and operational standards impacting employee and customer experiences.
- Identified functionality and usability gaps in existing frontline technology resulting in enhanced automation and service efficiencies.
- Administered Certified Instructor program, executing bi-annual conferences for 250+ regional trainers, ensuring timely completion of training and consistent application of company and regulatory policies.
- Accountable for interpreting and executing DOT regulations and ensuring company-wide compliance.
- Led process improvement for Ground Operations by initiating and executing streamlined initiatives using Lean principles.
- Pioneered internal web platforms facilitating critical information dissemination for Ground Operations.
Training Instructor
AirTran Airways
Atlanta, GA
05.2005 - 01.2008
- Effectively trained diverse audiences in regulatory and company policies and reservation systems.
- Designed a variety of instructional materials such as lesson plans, audio-visual aids, and support materials to enhance learning and comprehension.
- Conceptualized and implemented role structure and training requirements to govern a train-the-trainer program for the Ground Operations department.
- Maintained a positive learning environment through effective classroom management techniques.
- Evaluated the effectiveness of training programs by collecting feedback from participants and making necessary modifications when needed.
Customer Service and Ramp Agent
AirTran Airways
Rochester, NY
06.2003 - 05.2005
- Recognized for providing superior customer service through personalized care.
- Demonstrated leadership skills by training new employees and planning team building activities.
- Operated a variety of motorized vehicles such as tugs and belt loaders safely and efficiently around airport premises.
Education
Master of Business Administration -
University of Arizona
12.2021
Bachelor of Science - Business
Wake Forest University
05-2001
Skills
- Strategic partnerships
- Workforce planning
- Cross-functional team leadership
- Organizational development
- Regulatory compliance
- Change management
- Continuous improvement
- Growth mindset
Certification
Certified Lean Six Sigma Greenbelt
CliftonStrengths
- Analytical
- Responsibility
- Relator
- Deliberative
- Learner
Timeline
Managing Director, Customer CARE
Southwest Airlines
07.2022 - Current
Director, Customer Relations Operations
Southwest Airlines
08.2017 - 07.2022
Director, Customer Relations Business Support
Southwest Airlines
08.2014 - 08.2017
Senior Consultant, Ground Operations Project Portfolio
Southwest Airlines
03.2012 - 08.2014
Senior Manager, Customer Service Standards and Training
AirTran Airways
04.2011 - 04.2012
Manager, Customer Service Standards
AirTran Airways
01.2008 - 04.2011
Training Instructor
AirTran Airways
05.2005 - 01.2008
Customer Service and Ramp Agent
AirTran Airways
06.2003 - 05.2005
Master of Business Administration -
University of Arizona
Bachelor of Science - Business
Wake Forest University
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