Samantha Wright
Lebanon,TN
Summary
Customer service professional with extensive experience managing support teams and improving operational efficiency. Consistently adaptable to changing needs and skilled in conflict resolution and staff training. Track record of fostering team collaboration and maintaining service quality.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor/ Station Training Supervisor
Southwest Airlines
08.2023 - Current
- Lead and support a team of agents to delivery exceptional Customer Service and world class Hospitality.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Handle escalated customer complaints with professionalism and tact, aiming to turn challengers into positive experiences.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Coached employees through day-to-day work and complex problems.
- Build and oversee schedules for on-the-job training
Customer Service Agent
Southwest Airlines
03.2022 - 08.2023
- Uphold high standards of customer service, ensuring passengers feel valued and supported through their journey.
- Provided on the job training as a station trainer
- Maintain a positive attitude and clear communication to promote a friendly stress—free environment.
- Worked proficiently in the role of customer service connections monitoring inbound passengers with unsatisfactory connection time and worked with NCP to coordinate NOC holds and deliver compensation.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Customer Service Sales Representative
Orangetheory Fitness
10.2021 - 03.2022
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
Senior Designer
Rumors Salon and Spa
01.2014 - 03.2022
- Built sustainable relationships and trust with all client through open and interactive communication and providing exceptional customer service.
- Consult and deliver hairstyles complementing their facial structure
- Upsold and cross-sold product and services to maintain styles at home
Education
Cosmetology
Paul Mitchell The School
01.2013
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Mohonasen High School
01.2011
Skills
- Conflict Resolution
- Team Collaboration
- Mentoring and coaching
- Customer service expert
- Positive attitude
- Self oriented
- Adaptive team player
- Communication
- Multitasking and organization
- Team building and leadership
- Training and mentoring
- Positive and constructive feedback
Accomplishments
- Winning Spirit Award
Southwest Airlines December 2023
PROFESSIONAL DEVELOPMENT
- Station Training Supervisor
- Southwest Airlines-Nashville, TN
- POC-ACA Launch
- Southwest Airlines- Nashville, TN
- Initial Leadership Development
- Southwest Airlines-Dallas, TX
Timeline
Customer Service Supervisor/ Station Training Supervisor
Southwest Airlines
08.2023 - Current
Customer Service Agent
Southwest Airlines
03.2022 - 08.2023
Customer Service Sales Representative
Orangetheory Fitness
10.2021 - 03.2022
Senior Designer
Rumors Salon and Spa
01.2014 - 03.2022
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Mohonasen High School
Cosmetology
Paul Mitchell The School
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