Shannon M Sweet
Spokane Valley,Wa
Summary
Seasoned Customer Associate with over 35 years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding passenger expectations and furthering Southwest hospitality. Timely and situationally aware employee dedicated to supporting team members in all areas of job duties assigned.
Overview
7
7
years of professional experience
Work History
Customer Service Associate
Southwest Airlines
05.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
Appointment Scheduler/Referrals
Advanced Dermatology and Skin Center
07.2021 - 03.2023
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as first point of contact and set appointments for prospective clients.
- Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
- Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
Appointment Scheduler
Spokane Eye Clinic
07.2020 - 07.2021
- Answering phones and handle patient inquiries
- Load and run insurance based on company guidelines
- Set appointments for multi doctor clinic
- Transfer calls if needed to appropriate area
- Load CCD documents for referrals and triage
- Basic triage skills
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as first point of contact and set appointments for prospective clients.
Toddler Teacher
St. Aloysius Childcare
09.2019 - 07.2020
- Daily interactions with the children in my care
- Follow center and state regulations regarding childcare
- Develop daily lesson plans
Director
Roots and Wings Daycare
06.2017 - 09.2019
- Maintain and organize all records of staff and children
- Hire and remove staff as necessary- bring sure to follow all state requirements
- Follow all state WAC regulations
- Create monthly statements for families, collect and deposit all monies given to center
- Shop and prepare all meals at center
Education
Early Childhood Education -
Spokane Falls Community College
06.2017
Skills
- Multi-tasking
- Time management
- Customer service
- Conflict resolution
- Teaching
- Complaint Handling
- Guest Services
- Regulatory Compliance
- Safety Regulations
- Appointment Scheduling
- Multi-Line Phone Systems
- Complex Problem-Solving
Timeline
Customer Service Associate
Southwest Airlines
05.2023 - Current
Appointment Scheduler/Referrals
Advanced Dermatology and Skin Center
07.2021 - 03.2023
Appointment Scheduler
Spokane Eye Clinic
07.2020 - 07.2021
Toddler Teacher
St. Aloysius Childcare
09.2019 - 07.2020
Director
Roots and Wings Daycare
06.2017 - 09.2019
Early Childhood Education -
Spokane Falls Community College
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