Roy McCollough
Houston,TX
Summary
Dynamic professional with a proven track record at Southwest Airlines, adept in CRM software and excelling in customer service. Skilled in conflict resolution and safety requirements, I've effectively enhanced operational standards and customer satisfaction. Leveraging active listening and client relations, I've driven success and safety compliance across roles.
Overview
6
6
years of professional experience
Work History
Provisioning Agent
Southwest Airlines
Houston, TX
10.2023 - Current
- Used scanners to track parcel information, condition or receipt.
- Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
- Placed bins, carts and containers in convenient locations to assist with loading efficiency.
- Provided technical support to customers in configuring their devices correctly.
- Analyzed data from multiple sources to make informed decisions regarding the best course of action when dealing with customer requests.
Manager of Operations
Harolds Chicken
Houston, TX
09.2019 - 10.2023
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Established, maintained, and enforced organizational standards of performance, quality, and safety compliance.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Enforced federal, state, local and company rules for safety and operations.
Life Insurance Agent
PRIMERICA FINANCIAL SERVICES LIMITED
Houston, TX
08.2018 - 09.2019
- Answered customer inquiries via phone, email, and chat.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Conducted regular follow-up calls with customers after resolving their issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
High School Diploma -
Urban Youth High School
Chicago, IL06-1996
Skills
- CRM software
- Customer service
- Safety requirements
- Building rapport
- Client relations
- Conflict resolution
- Retail store support
- Active listening
Timeline
Provisioning Agent
Southwest Airlines
10.2023 - Current
Manager of Operations
Harolds Chicken
09.2019 - 10.2023
Life Insurance Agent
PRIMERICA FINANCIAL SERVICES LIMITED
08.2018 - 09.2019
High School Diploma -
Urban Youth High School
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