I am an accomplished Customer Service (CS) Supervisor working with people for over 10 years. As my work history shows, I am dependable and dedicated and have a history of working with people, individually as well as collectively. I am seeking a challenging and enriching position within a company where my leadership and management skills can be utilized towards excelling as a long-term team member while nurturing growth and success in the employees.
Hi, I’m
Musole Dewhirst
Bremerton,WA
Summary
Overview
8
years of professional experience
6
years of post-secondary education
Work History
Southwest Airlines
Customer Service Supervisor
01.2016 - 08.2019
Job overview
- Lead two separates (customer service agents and operations agents) departments successfully.
- Interviewed, hired and trained agents to meet company objectives.
- Evaluated agents job performance and motivated agents to provide the best customer service and operational duties.
- Established positive rapport with customers, managers and agents to maintain positive and successful work environment.
- Assisted agents with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Trained agents on new systems and procedures to achieve excellent customer satisfaction levels.
Southwest Airlines
CUSTOMER SERVICE AGENT
09.2014 - 01.2016
Job overview
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Airport Terminal Services, ATS
Customer Service Supervisor
04.2013 - 08.2014
Job overview
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored service desk ticket queues to facilitate timely response and resolution.
Airport Terminal Services, ATS
Customer Service Agent
10.2012 - 04.2013
Job overview
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Documented customer correspondence in CRM to track requests, problems and solutions.
Golden Pond Retirement Community
Sever/Waitress
09.2011 - 09.2012
Job overview
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Presented food and beverages to guests at tables.
- Communicated with kitchen staff to stay updated on item availability and customer wait times.
- Greeted customers, answered questions and recommended specials to increase profits.
note taker/tutor
06.2011 - 05.2012
Job overview
- Collected detailed and comprehensible notes for individual students unable to attend class or document lectures.
- Accompanied students to laboratories, classes and libraries for research.
- Read information to students directly or to create recordings of class information.
Education
ZAMIMZAMBIA
Certified in Introductory Level of Accounting Technician
01.2010 - 06.2010
University Overview
It’s okay to brag about your GPA, and honors. Feel free to summarize your
Western Governors University (WGU)Utah
Bachelor of Arts from BUSINESS ADMINISTRATION HUMAN RESOURCE MANAGEMENT
01.2023 - Current
University Overview
It’s okay to brag about your GPA, awards, honors. Feel free to summarize your coursework too.
Chifubu High School
high school diploma
01.2001 - 12.2005
University Overview
It’s okay to brag about your, and honors. Feel free to summarize your coursework too.
Skills
- Customer Service
- Recruitment and Hiring
- Team Building and Leadership
- New Hire Orientation
- Handling Complaints
- Staff Scheduling
- Complex Problem Solving
- Multitasking and Organization
- Microsoft Office Suite
- Time Management
Languages
English
Native/ Bilingual
Bemba
Native/ Bilingual
Timeline
Western Governors University (WGU)
Bachelor of Arts from BUSINESS ADMINISTRATION HUMAN RESOURCE MANAGEMENT
01.2023 - Current
Customer Service Supervisor
Southwest Airlines
01.2016 - 08.2019
CUSTOMER SERVICE AGENT
Southwest Airlines
09.2014 - 01.2016
Customer Service Supervisor
Airport Terminal Services, ATS
04.2013 - 08.2014
Customer Service Agent
Airport Terminal Services, ATS
10.2012 - 04.2013
Sever/Waitress
Golden Pond Retirement Community
09.2011 - 09.2012
note taker/tutor
06.2011 - 05.2012
ZAMIM
Certified in Introductory Level of Accounting Technician
01.2010 - 06.2010
Chifubu High School
high school diploma
01.2001 - 12.2005