MORGAN S. BACOT
Farmington Hills,MI
Summary
Customer-focused professional with 9+ years in service resolution, including 8+ years in high-pressure roles requiring real-time problem-solving, client retention, and digital engagement. Proven success managing escalated issues, coaching teams, and navigating complex systems with precision. Excellent communicator; excels in compliance, CRM data integrity, and advocacy.
Overview
11
11
years of professional experience
Work History
Flight Attendant
Spirit Airlines
Detroit, MI
05.2015 - Current
- Delivered high-stakes customer service and real-time conflict resolution for up to 200 passengers per flight.
- Exercised discretionary authority to resolve in-flight disputes and escalated passenger concerns quickly and diplomatically.
- Promoted digital engagement with airline tools and apps; increased app usage and reduced customer service requests.
- Maintained 100% compliance in safety procedures and annual certifications.
- Collaborated with teams under pressure to ensure safe, timely, and customer-centric service.
Customer Service Specialist
Office Depot
Livonia, MI
09.2014 - 03.2015
- Resolved billing discrepancies and technical issues in print and service orders.
- Educated customers on service processes and account tools, supporting adoption of digital systems.
- Trained new hires on conflict management and service consistency.
Customer Service Representative
Aditya Birla Minacs (Netflix Account)
Farmington Hills, MI
04.2014 - 09.2014
- Handled complex service and billing calls with an emphasis on digital troubleshooting and account recovery.
- Consistently met or exceeded quality assurance metrics for resolution time and customer satisfaction.
- Logged cases in CRM systems with exceptional accuracy; flagged trends to supervisors to improve workflows.
Education
Bachelor of Arts - Communication
Eastern Michigan University
04.2016
Skills
- Escalation Management
- Complaint Resolution
- Billing & Account Support
- CRM Accuracy & Documentation
- Utility Customer Communication
- Digital Tool Guidance
- Cross-functional Coordination
- Team Mentorship & Coaching
Timeline
Flight Attendant
Spirit Airlines
05.2015 - Current
Customer Service Specialist
Office Depot
09.2014 - 03.2015
Customer Service Representative
Aditya Birla Minacs (Netflix Account)
04.2014 - 09.2014
Bachelor of Arts - Communication
Eastern Michigan University
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