Sara Crocker
Mount Pleasant,TN
Summary
My goal is to continue to grow a career with the airlines by stepping into the role of Leave Associate. As a well-trained customer service agent with Southwest Airlines connecting with customers to build positive relationships and strengthen loyalty is a passion. As a former Union shop steward that works closely with co-hearts to support each other in the daily operations of the airline. I am committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
05.2018 - Current
- Prepares customer reservations, accepts payments and processes refund and cancellation requests
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Trains and mentors' new hires and peers in the customer service role
- Actively coordinates and remains in communication with multiple departments and station leadership daily
- Builds trusting relationships and establishes credibility with others
- Informs passengers of essential travel information, such as travel times, transportation
- Provides an elevated level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Seeks new developmental experiences to make positive changes to personal or team performance
- Works in a cooperative spirit to ensure the company's continued hospitality success
- Proves successful teamwork within tight deadlines and a fast-paced ever-changing environment
Instructor
American EMT Academy/CPR and MORE
01.2017 - 01.2019
- Instructed students on how to perform head-to-toe assessments on patients and how to intervene in medical emergencies
- Delivered individualized instruction on observation, assessment, decision-making, and patient health teaching
- Implemented new educational techniques to boost student comprehension while reducing learning time
- Distributed course syllabus and communicated course standards and learning objectives to students
- Provided immediate and constructive feedback to students individually and as a group
- Initiated new learning methods, eliminating instructional gaps and improving comprehension.
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
Education
High School diploma -
Mesa Grande Acadamy
Associate of Applied Science - Emergency Medical Technology
Victor Valley College
Victorville, CA2017
Skills
- Establishing and Maintaining Customer Relationships
- Building customer trust and loyalty
- Airport operations
- Managing highly sensitive and confidential information
- Team Oriented
- Problem Resolution
- Knowledge of collective bargaining agreements
- Knowledge of Company policies and procedures
- Outstanding communication skills
Additional Information
For many years I worked with San Bernardino County Fire department as an emergency communications and disaster response team member in which I handled various responsibilities Information including assisting in emergency evacuations and command center communications. I am certified under the disaster management program with F.E.MA in many aspects of disaster management and assisted on many natural disaster relief assignments in California during major forest fires, floods, and snowstorms. I was a vital part of the command and communications center during these emergencies and can work with teams under pressure and in high stress situations.
Affiliations
- For many years I worked with San Bernardino County Fire department as an emergency communications and disaster response team member in which I handled various responsibilities Information including assisting in emergency evacuations and command center communications. I am certified under the disaster management program with F.E.MA in many aspects of disaster management and assisted on many natural disaster relief assignments in California during major forest fires, floods, and snowstorms. I was a vital part of the command and communications center during these emergencies and can work with teams under pressure and in high stress situations.
Timeline
Customer Service Agent
Southwest Airlines
05.2018 - Current
Instructor
American EMT Academy/CPR and MORE
01.2017 - 01.2019
High School diploma -
Mesa Grande Acadamy
Associate of Applied Science - Emergency Medical Technology
Victor Valley College
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