Summary
Overview
Work History
Education
Skills
relevant experience
references
Timeline
Generic
REBEKAH MCLAIN

REBEKAH MCLAIN

Crowley,Tx

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

8
8
years of professional experience

Work History

Team Lead Representative

American Airlines
08.2022 - Current
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.

Customer Service Representative

American Airlines
04.2016 - 08.2022
  • Collaborates with other team members to provide the best customer service
  • Successfully completes phone calls to resolve customer complaints
  • Ensures correct and accurate information is provided in a timely manner to customers.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

MA Adult Education and Training -

University of Phoenix
06.2024

BS Music Education -

Baptist Bible College
05.2011

Skills

  • Organizational Change
  • Management
  • Curriculum Development
  • Facilitate Instruction
  • Team Building and Engagement
  • Time Management
  • Active Listening
  • Easily adaptable to change
  • Production Monitoring
  • Performance Improvement
  • Coaching and Mentoring

relevant experience

  • Customer Service Representative, Collaborates with other team members to provide the best customer service, Successfully completes phone calls to resolve customer complaints, Ensures correct and accurate information is provided in a timely manner to customers.
  • Team Lead Representative, Communicates with customers to investigate and resolve complaints via email or phone, Works in a team environment to pursue creative solutions to service failures, Provides compensation to customers when appropriate, Assists in continuing efforts to improve customer service by collecting complaint information, Investigates customer complaints using a variety of software systems, Collaborates with Customer Relations Departments from our partner airlines to ensure that customers receive a consistent level of service, Works with other departments to resolve service failures and maintain customers, Facilitates monthly live quality review with representatives
  • American Airlines Customer Relations

references

  • Joseph De Windt, CSM, American Airlines, joseph.dewindt@aa.com
  • Jaulisa Ingram, Team Lead, American Airlines, jaulisa.ingram@aa.com
  • Gia Steinbroner, Team Lead, American Airlines, gia.steinbroner@aa.com
  • Gina Cheek, CSM, American Airlines, gina.cheek@aa.com

Timeline

Team Lead Representative

American Airlines
08.2022 - Current

Customer Service Representative

American Airlines
04.2016 - 08.2022

MA Adult Education and Training -

University of Phoenix

BS Music Education -

Baptist Bible College

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REBEKAH MCLAIN