Michelle Patrick
Supervisor
Boulder City,NV
Summary
Reliable, outgoing, and fast paced professional with a variety of experience in customer relations. Safety conscientious and hospitable while demonstrating clear and concise communication skills, empathetic, diplomatic, and above average problem-solving strategies to maximize the satisfaction of customers and co-hearts alike. Unwavering patience for those in need yet assertive and diligent with those that need direction. Dependable and personable with a strong work ethic. Relevant attributes safety conscientious favorable leader resolution oriented time management teamwork minded problem solving win/win minded diplomatic achievements & volunteer work city of Boulder Police Dept.
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor II
Southwest Airlines
Las Vegas, NV
12.2018 - 04.2021
- Problem solving escalated passenger issues to maximize customer retention during irregular operations throughout the pandemic
- Providing a high level of hospitality and resources to disgruntled customers with empathy and understanding
- Leading and coaching Agents to ensure that performance, attendance, and appearance meet SWA safety requirements
- Ground Security Coordinator and front lines leader
- Customer Complaint resolution expert.
Ramp Agent
Southwest Airlines
Las Vegas, NV
08.2017 - 12.2018
- Marshall in planes, load, and push for timely departure all while following SWA safety guidelines
- Operating multiple types of equipment
- General maintenance of conveyer belts
- Following Hazmat and de-ice guidelines.
Provisioning Agent
Southwest Airlines
Denver, CO
04.2016 - 08.2017
- Answering crew questions and concerns in a professional, personable manner; maintain cleanliness and organization of gallies; planned, prepared, and stocked aircraft cabin with safety equipment, food and supplies for flight
- Wearhouse duties include operating a forklift, cardboard compactor, pallet jacks, familiarity with general tools required.
Supervisor; Driver
FedEx Home Delivery
Denver, CO
05.2013 - 07.2017
- Developed and implemented driver performance, customer service SOPs, safety program, performance standards, and complaint resolution procedures; recruited, interviewed, and trained new hires and basic mechanics
- General vehicle inspections and organizing routine maintenance for fleet.
Package Car Driver
United Parcel Services
Denver, CO
10.2005 - 08.2011
- Maintained highly organized and diligent schedule for optimal performance; customer compliant resolution specialist, 70lb+ packages to residences and businesses in a safe and attentive manner, daily vehicle inspection, basic mechanics, ability to change tires, dig out of snow and put on snow chains in adverse weather conditions
- Volunteer UPS Safety and Wellness Committee performing safety audits, keeping all drivers up to compliance with safety modules
- Performing PCM meetings teaching and promoting wellness and injury reduction.
Education
Rock Creek Community College
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Bartending School of Denver
Skills
Customer Relations
Team Building
Research and due diligence
Training and mentoring
Workflow planning
Creative merchandising
Operations management
Relationship building
Team collaboration
Affiliations
SWA Top Performer
SWA Care Team Member
SWA Culture Committee
Ronald McDonald House
Special Olympics
Wounded Warrior Project
Veteran Wheelchair Olympics
UPS Safety and Wellness Committee
Accomplishments
Letter of Commendation from the Chief of Police Boulder City Police Department for an act of service resulting in unusual or outstanding achievement.
Timeline
Customer Service Supervisor II
Southwest Airlines
12.2018 - 04.2021
Ramp Agent
Southwest Airlines
08.2017 - 12.2018
Provisioning Agent
Southwest Airlines
04.2016 - 08.2017
Supervisor; Driver
FedEx Home Delivery
05.2013 - 07.2017
Package Car Driver
United Parcel Services
10.2005 - 08.2011
Rock Creek Community College
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Bartending School of Denver