Regina Bailey
Haymarket,VA
Summary
Dynamic customer service professional with extensive experience at American Airlines, excelling in problem resolution and relationship building. Proven track record of enhancing customer satisfaction through active listening and critical thinking. Recognized for mentoring new hires and leading initiatives that improved team productivity and service excellence.
Overview
2026
2026
years of professional experience
Work History
Supervisor
American Airlines
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
Customer Service Representative
American Airlines
07.2001 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Horizon Air
12.1998 - 01.2001
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
North Stafford High School
Stafford, VA05.1984
Skills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
Timeline
Customer Service Representative
American Airlines
07.2001 - Current
Customer Service Representative
Horizon Air
12.1998 - 01.2001
North Stafford High School
Supervisor
American Airlines