Richard Johnson
Gladstone,MO
Summary
Results-driven leader with a passion for strategy, planning, leading people, and building highly functional and empowered teams. Detail-oriented and dependable candidate with a flexible schedule, seeking to further professional development with a stable company that offers growth opportunities. With exceptional organizational and customer service skills, as well as over 25 years of proven leadership experience, brings immediate value to any organization.
Overview
27
27
years of professional experience
Work History
Cargo Customer Service Supervisor
Southwest Airlines
10.2015 - Current
- Ensuring exceptional Customer Service and Teamwork are my primary focus in meeting and exceeding our customers shipping needs
- I supervise a group of about 15-20 agents to provide friendly, efficient and competent service and maintain positive relationships with internal and external customers
- I am proactive in assessing our customers needs and directing the workforce to meet operational demand
- proficient in recognizing and addressing performance challenges and resolving complaints that may arise
- My responsibilities include: scheduling, evaluating, coaching, developing and providing agents with the necessary support and encouragement to excel in their jobs
- I oversee the handling of all aspects of our warehouse and lobby operation
- This includes the processing shipments, routing, logging, inventory and security screening of cargo shipments through various computer applications
- I complete reports as required and review department performance to create strategies to improve operational efficiency while assuring safety and security protocols are met
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Operations Supervisor
Southwest Airlines
05.2004 - 10.2015
- My responsibilities included providing support for agents and helping with other leaders to organize and coordinate a large workforce of 300+ employees and aircraft movement for 80+ daily flights
- I worked closely with agents in assuring weight and balance to aircraft specifications, assisted in the boarding process and coordinated with all ground operations departments as well as our network operations center to achieve safe, on-time performance
- Providing accurate and timely planning and communication as well as strong time management skills are vital to achieving success in a dynamic work environment
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
Customer Service Supervisor
Southwest Airlines
02.1999 - 05.2004
- My responsibilities as a Customer Service Supervisor were to coach, train, develop and evaluate agents to deliver exceptional service for customers
- Assisted in managing and supporting agents with ticketing, baggage acceptance, and rerouting and reaccommodating travelers affected by flight delays, diversions and cancellations
- As a leader for front line employees, it is essential that they fully understand company policies and can effectively communicate them with a smile and sense of warmth and compassion
- My passion is to create the best possible experience for customers by empowering employees to listen and respond effectively in creating a consistent travel experience
- I proactively reallocate our agents during the day to meet operational needs and assign overtime as needed
Customer Service Agent
Southwest Airlines
06.1998 - 02.1999
- Assisted airline customers with their travel needs
- Accepted baggage, issued boarding documents and helped to reaccommodate travelers affected by irregular operations
Guest Services Representative
Kansas City Chiefs
07.2018 - Current
- As a Guest Services Representative, I am on the front line of welcoming fans to the stadium and helping to create a positive impression for various events hosted at Arrowhead Stadium
- Additionally, I direct patrons to various amenities around the stadium and ensure fan safety and security by enforcing stadium policies and procedures
Education
High School Diploma -
Lincoln High School
Sioux Falls, SD05-1990
Skills
demonstrate strong organizational skills and attention to detail
ability to solve complex operational problems
ability to work safely and with urgency under tight time constraints
ability to use computer software, including Microsoft Office products
ability to effectively communicate via email, telephone, video chat or face-to face
ability to assume a high level of responsibility
fork lift qualified and comfortable with safe operation of Powered Industrial Equipment
Timeline
Guest Services Representative
Kansas City Chiefs
07.2018 - Current
Cargo Customer Service Supervisor
Southwest Airlines
10.2015 - Current
Operations Supervisor
Southwest Airlines
05.2004 - 10.2015
Customer Service Supervisor
Southwest Airlines
02.1999 - 05.2004
Customer Service Agent
Southwest Airlines
06.1998 - 02.1999
High School Diploma -
Lincoln High School