Sharmene Smith
Saint Cloud
Summary
Customer-oriented aviation professional with expertise in delivering service in high-volume environments. Strong background in building relationships, resolving complex issues, and ensuring operational safety and compliance. Experienced leader skilled in team development and cross-department collaboration, effectively managing multiple priorities in dynamic settings. Currently serving as Southwest Airlines Station Trainer, enhancing employee development and supporting initiatives that improve company culture and customer experience.
Overview
18
18
years of professional experience
Work History
Customer Service Agent / Station Trainer / Culture Committee Member
Southwest Airlines
2022.06 - Current
- Delivered exceptional customer service to hundreds of passengers daily, enhancing overall travel experience and maintaining Southwest's hospitality standards.
- Assist passengers throughout their travel experience while ensuring safety, efficiency, and adherence to company and federal regulations.
- Handled difficult situations calmly while providing positive customer recovery solutions.
- Communicate professionally with customers, flight crews, operations teams, and leadership.
- Demonstrate flexibility by adapting to schedule changes, operational disruptions, and evolving passenger needs.
- Demonstrated effective teamwork to adapt to changing circumstances and maintain productivity. in fast-paced, constantly changing operational environments.
- Ensure compliance with company policies, TSA requirements, and airport safety procedures.
- Trained new hires and supported employee development as a Station Trainer, fostering a positive workplace culture.
- Contributed to employee engagement initiatives and culture-building activities as a Culture Committee member, driving workplace improvement efforts.
Front-End Supervisor
Sam's Club
2021.01 - 2021.08
- Supervised front-end operations while ensuring exceptional customer service and efficient daily workflow
- Led associates through coaching, scheduling, and performance management while maintaining operational excellence.
- Ensured compliance with company policies, safety procedures, and operational standards.
- Resolved customer concerns using strong conflict-resolution and problem-solving skills.
- Supported leadership initiatives that improved productivity and team performance.
Customer Service Associate
Sam's Club
2009.01 - 2021.01
- Provided outstanding customer service while assisting members with purchases, product recommendations, and issue resolution in a high-volume retail environment.
- Resolved customer concerns promptly, ensuring positive interactions and enhancing overall experience.
- Processed transactions accurately while maintaining attention
- Assisted with order processing, inventory coordination, and operational support.
- Maintained accurate documentation and sales records.
- Consistently met productivity and customer satisfaction expectations.
Education
GED -
Blanche Ely High School
Pompano Beach, FloridaSkills
- Issue resolution & Service recovery
- Safety Protocol Compliance
- Time Management
- Problem Solving
- Multitasking
- Relationship Building
- Verbal communication Skill's
- Team Collaboration
- Adaptability
- Attention to Detail
- Decision Making
- Passenger Relations
- Staff training
- Employee training
Timeline
Customer Service Agent / Station Trainer / Culture Committee Member
Southwest Airlines
2022.06 - Current
Front-End Supervisor
Sam's Club
2021.01 - 2021.08
Customer Service Associate
Sam's Club
2009.01 - 2021.01
GED -
Blanche Ely High School