Nicole Dallas
Ground Operations Specialist
Pittsburgh,PA
Summary
Knowledgeable and dedicated to customer service with extensive experience in the airline industry. Solid team player with an outgoing and positive attitude, specializing in quality, speed, and process optimization. Proven interpersonal skills and ability to build a trusted and understanding rapport with clients. Motivated to maintain high customer satisfaction while contributing to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
10
10
years of professional experience
Work History
GROUND OPS SERVICE SPECIALIST
Southwest Airlines
11.2022 - Current
- Corresponds with and advises customers on the status of baggage claims using strong written and verbal communication.
- Maintains control of the Baggage Claims process to ensure correct and timely settlements are being made to customers.
- Work independently as well as part of a team.
- Assisted in the development of departmental goals and objectives, aligning with overarching company mission and vision statements.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business.
- Coordinated with internal teams to track and locate lost baggage for customers
- Assisted a large volume of customers daily with positive attitude and focus on customer satisfaction
- Demonstrated high attention to detail, organization, and management of multiple tasks and projects simultaneously
- Adapted to new applications and maintains knowledge of current technologies
- Contributed to the company achieving and holding industry-leading customer service ratings
- Provided exceptional customer service to resolve inquiries and issues effectively.
CUSTOMER SERVICE AGENT
Southwest Airlines
01.2015 - 11.2022
- Handled flight reservations, cancellations, and rebooking for customers
- Provided exceptional customer service to resolve inquiries and issues effectively.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Actively sought opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies.
- Adapted to new applications and maintained knowledge of current technologies.
Education
ASSOCIATES DEGREE IN SPECIALIZED BUSINESS -
Sawyer School
Pittsburgh, PA01.1997
Skills
- Investigation and Research Techniques
- Client Retention Strategies
- Professional telephone demeanor
- De-Escalation Techniques
- Conflict Resolution
- Complaint Handling
- Analytical and Critical Thinking
- Verbal and Written Communication
- Quality Assurance
Timeline
GROUND OPS SERVICE SPECIALIST
Southwest Airlines
11.2022 - Current
CUSTOMER SERVICE AGENT
Southwest Airlines
01.2015 - 11.2022
ASSOCIATES DEGREE IN SPECIALIZED BUSINESS -
Sawyer School
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