Sami Call
Summary
Highly organized and dependable professional skilled in efficiently managing multiple priorities with a positive attitude. Proven track record of meeting team goals by willingly assuming additional responsibilities. Committed to delivering exceptional results and contributing to the overall success of the organization.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Southwest Airlines
08.2022 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Duty Manager
JSX
06.2020 - 08.2022
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
Customer Service Manager
JetBlue Airlines
05.2013 - 05.2020
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
Customer Service Supervisor
JetBlue
03.2011 - 05.2013
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Reservation Agent
JetBlue
06.2009 - 03.2011
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Participated in ongoing training sessions to stay current on industry trends, best practices, and reservation system updates.
Education
Bachelor Of Science - Behavioral Sciences
University of Utah
Salt Lake City, UT05.2015
Associate Degree In Nursing - Nursing Education
Weber State University
Ogden, UT05.2010
High School Diploma -
Weber High School
Ogden, UT06.2009
Skills
- Delegating Work
- Problem-Solving
- Team Building and Leadership
- Workforce Management
- Employee Scheduling
- Conflict Resolution
- Effective Communication
- Multitasking
- Active Listening
- Decision Making
- Account Authorizations
- Continuous Improvement
Certification
TESOL
CNA
RN
Timeline
Customer Service Supervisor
Southwest Airlines
08.2022 - Current
Duty Manager
JSX
06.2020 - 08.2022
Customer Service Manager
JetBlue Airlines
05.2013 - 05.2020
Customer Service Supervisor
JetBlue
03.2011 - 05.2013
Reservation Agent
JetBlue
06.2009 - 03.2011
Bachelor Of Science - Behavioral Sciences
University of Utah
Associate Degree In Nursing - Nursing Education
Weber State University
High School Diploma -
Weber High School
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