Niesha (Nickie) Kennedy
Customer Support And Services Representative
Cibolo,TX
Summary
Proven track record in enhancing customer satisfaction and streamlining procurement operations, notably with Southwest Airlines. Excelled in using CRM tools and data analysis to drive decision-making and improve service delivery. Demonstrates strong problem-solving abilities and effective communication, achieving significant improvements in efficiency and customer service quality. Hardworking employee enthusiastic about learning about the aviation inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities. Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
13
13
years of professional experience
1
1
year of post-secondary education
Work History
Customer Support and Services Representative
Southwest Airlines, SWA
09.2022 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Reduced average call handling time by developing personalized scripts that addressed common customer queries.
- Managed high call volumes while maintaining a professional demeanor and ensuring timely issue resolution.
- Provided comprehensive product/service information to customers, enabling informed decision-making processes.
- Coordinated with various departments to resolve complex client issues effectively and in a timely manner.
- Achieved high customer satisfaction ratings by delivering empathetic support during challenging situations.
- Balanced multiple priorities simultaneously, managing a diverse range of customer inquiries without compromising service quality.
- Utilized CRM tools proficiently for efficient case management, tracking progress, and documenting resolutions.
- Assists the LUV support team by helping unseasoned representatives with complex situations.
HR Analyst
Clear Channel Outdoor
12.2021 - 02.2022
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Helped solve diverse program problems with in-depth analysis.
- Recommended process improvements to continually identify, analyze, and fix constraints and challenges.
- Proactively monitor and oversee market and city performance, and forecast quality to identify opportunities for revenue growth. Identify outliers in performance and take appropriate actions.
- Delivered regular updates and well-written post-analysis on assigned markets and cities.
- Used various systems to pull large amounts of data that support root cause analysis and communication.
- Derived conclusions and make recommendations based on rigorous data analysis.
Procurement Specialist
ISS Facility Services
12.2011 - 01.2020
- Tracked purchase orders and followed up with vendors and carriers to support timely deliveries.
- Developed and maintained detailed records of all procurement activities for accurate tracking and reporting purposes.
- Maintained an up-to-date database of suppliers, vendors, and contracts to support accurate recordkeeping.
- Established relationships with vendors and suppliers to streamline procurement operations.
- Responsible for supplier sourcing and revenue management.
- Researched and identified potential new suppliers to increase vendor base.
Education
MBA - Business Administration And Management
American InterContinental University
Schaumburg, IL 06.2021 - 06.2022
Skills
- Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Ability to confidentially and clearly present presentations to Leaders
- Skilled in collecting, organizing, visualizing and assimilating data
- Ability to communicate in a flexible and effective manner
- Skilled in revenue management and pricing
- Account Management
- Skilled in Microsoft Office, Altea, CRM, Refund Pro and various operating systems
- Skilled in understanding the implications of new information for both current and future problem-solving and decision-making
Timeline
Customer Support and Services Representative
Southwest Airlines, SWA
09.2022 - Current
HR Analyst
Clear Channel Outdoor
12.2021 - 02.2022
MBA - Business Administration And Management
American InterContinental University
06.2021 - 06.2022
Procurement Specialist
ISS Facility Services
12.2011 - 01.2020
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