Shamica Zancanaro
Customer Service Agent
Richmond,CA
Summary
Seasoned Customer Service Agent with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
19
19
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
Oakland, CA
08.2023 - Current
- Managed customer service agents, operations agents, and Skycap, ensuring efficient task execution
- Oversaw agents' work performance, guaranteeing that all job assignments were completed
- Proficient in multitasking in a busy environment, resulting in safe, reliable, and on-time performance
- Responsible for scheduling Customer Service Agents and managing breaks
- Assisted Customer Service and Ops Agents with EMO (early morning originators)
- Ensured proper loading of bins under planes by Ramp agents
- Maintained adequate staffing in all areas to ensure a smooth operation
- Assisted in on-time flight departures and handled various reports.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Customer Service Agent and Trainer
Southwest Airlines
Oakland, CA
07.2019 - Current
- Trained new hires on Southwest Airlines' values and functions
- Provided friendly service to thousands of traveling customers daily
- Managed ticketing, check-in, and boarding for multiple flights daily
- Effectively resolved customer complaints related to oversales, delays, canceled flights, and damaged luggage
- Managed incoming phone calls for general inquiries
- Successfully completed a temporary assignment in Kailua Kona, Hawaii, where I helped address understaffing and trained new hires for four months.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Teacher Assistant
Early Learning Center
San Pablo, CA
07.2018 - 01.2021
- His Eye is On the Sparrow Family Daycare
- Instructed and nurtured 18 to 45 students, ages two to five years old
- Prepared and served breakfast, lunch, and snacks
- Developed educational lesson plans and activities to promote learning and growth
- Ensured the safety and well-being of all students.
Bus Driver
Ac Transit
Oakland, CA
11.2004 - 12.2017
- Provided public transportation and exceptional customer service to a diverse clientele,including adults, children, the elderly, and people with disabilities throughout the Bay
- Area
- Handled administrative duties in the office to support operations.
Education
AA - Liberal Arts: Social & Behavioral Sciences
Contra Costa College
San Pablo, CAAS and CA - Early Childhood
Small Business Bookkeeping (Quickbooks - undefined
Western Career College, Medical AssistantInternational College
San Leandro, Los Angeles, CASkills
MS Word
MS Excel
ARD
OPS SUITE
QUICKBASE
TEAMS CHAT
NET TRACER
BROCK SOLUTIONS (SMARTSUITE)
CIRRUS
RIDE
ALTEA
Additional Information
- Awards:, Safety Award (Bus Driver Awards)
Timeline
Customer Service Supervisor
Southwest Airlines
08.2023 - Current
Customer Service Agent and Trainer
Southwest Airlines
07.2019 - Current
Teacher Assistant
Early Learning Center
07.2018 - 01.2021
Bus Driver
Ac Transit
11.2004 - 12.2017
AA - Liberal Arts: Social & Behavioral Sciences
Contra Costa College
AS and CA - Early Childhood
Small Business Bookkeeping (Quickbooks - undefined
Western Career College, Medical AssistantInternational College