Shalimar Carothers

• Assists in leading shift operations, including briefings, huddles, and staff rotations, while managing customer-facing airport activities.
• Coach, mentor, and train staff to meet sales, service, and compliance goals.
• Monitor and drive security, service, and sales performance, ensuring alignment with TSA and CLEAR policies.
• Represent CLEAR with TSA, airlines, and airport stakeholders, building strong partnerships.
  

• Consistently adhered to security procedures by validating airline documents, verifying CLEAR members' traveler identification, and always followed all security and safety protocols.
• Ensure that CLEAR and TSA policies and procedures are conducted with the highest levels of security and integrity.
• Provided exceptional customer service, engaging with members, potential members, and general travelers.

• Supervised and managed a team of call center agents, ensuring smooth operations, exceptional customer service, and the achievement of performance targets through coaching, training, and performance monitoring
• Monitored team performance, and provided constructive feedback
• Addressed and resolved escalated customer issues
• Analyze call center data to identify trends and areas for improvement

• Delivered exceptional customer service to a large volume of customers by leveraging extensive knowledge of products and services, and creating welcoming, positive experiences

• Processed payments made by credit cards and checks

• Researched customer disputes and resolved their complaints by making necessary adjustments and

requesting correspondence that documents special payment arrangements

• Contributed innovative ideas and solutions to enhance team performance and outcomes
• Provided direction and guidance to team members on projects, tasks, and goals
• Made decisions and took action to improve team performance

• Managed all aspects of store operations, including organization, maintenance and purchasing functions
• Exceeded financial goals on a regular basis by controlling expenses, optimizing schedules and regulating inventory usage
• Trained team members in successful strategies to meet operational and sales targets.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Managed store employees successfully in a fast-paced environment through proactive communication and positive feedback