SHELLY KUNDY
Gold Canyon,AZ
Summary
Customer-focused professional with extensive experience in customer service roles, recognized for delivering exceptional client support and achieving high customer satisfaction rates. Demonstrates strong communication and problem-solving abilities, effectively managing multiple tasks simultaneously. Proven history of enhancing operational processes to improve the overall customer experience. Committed to contributing positively to team success and organizational goals.
Overview
24
24
years of professional experience
Work History
Flight Attendant
Frontier Airlines
Denver, Colorado
04.2014 - Current
- Managed passenger interactions, delivering exceptional customer service with professionalism.
- Maintained compliance with safety regulations, ensuring a calm flight environment.
- Coordinated flight deck and cabin crew communications, demonstrating organizational skills.
- Ensured passenger safety by conducting pre-flight safety briefings and checks.
- Responded to passenger inquiries and resolved issues during flights promptly.
- Collaborated with crew members to maintain a calm cabin environment.
- Conducted emergency drills and participated in regular safety training sessions.
- Maintained inventory of emergency equipment and in-flight supplies systematically.
- Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.
- Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
- Responded to medical emergencies as needed during flights.
- Demonstrated safety equipment and procedures to meet FAA guidelines.
Senior Coordinator
Logistics Health Incorporated
La Crosse, Wisconsin
02.2020 - 05.2022
- Supervised staff coordination for onsite testing events, ensuring productivity and adherence to company policies.
- Managed client inquiries and facilitated problem resolution, enhancing client satisfaction.
- Managed communication between teams to streamline information flow.
- Facilitated training sessions for new team members on procedures.
- Collaborated with senior leadership in developing long-term plans for growth initiatives.
- Monitored performance trends to identify areas of improvement in operational efficiency.
- Developed training programs for staff members on best practices related to their roles.
- Managed daily workflow activities while providing guidance and support when needed.
- Organized team meetings to discuss strategies for meeting deadlines and resolving issues.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Data Entry Clerk
Logistics Health Incorporated
La Crosse, Wisconsin
01.2009 - 03.2014
- Verified and updated account information, maintaining high accuracy levels.
- Assisted with special projects and adhered to strict confidentiality policies.
- Entered data accurately into electronic health records system.
- Reviewed documents for completeness and accuracy before processing.
- Maintained confidentiality of sensitive patient information at all times.
- Assisted in training new staff on data entry protocols and tools.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Operated various office equipment such as scanners, printers. when required.
- Scanned documents into appropriate databases for storage purposes.
- Exceeded quality goals to support team productivity.
Event Coordinator
Logistics Health Incorporated
La Crosse, Wisconsin
02.2007 - 01.2009
- Organized event logistics and maintained communication with clients to ensure successful outcomes.
- Managed vendor relationships to secure necessary resources for event execution.
- Developed event timelines to streamline planning and coordination processes.
- Facilitated communication between teams to ensure alignment on event objectives.
- Organized on-site setup and breakdown, maintaining a professional atmosphere throughout events.
- Trained volunteers on responsibilities, ensuring effective support during events.
- Created detailed reports outlining event planning progress, timelines, budgets, and other relevant information.
- Provided on-site support during the day of the event including problem solving if necessary.
- Resolved unexpected issues and emergencies during events, maintaining poise and ensuring participant satisfaction.
- Managed inventory of event supplies and equipment, ensuring availability and condition for upcoming events.
- Chose facilities, inspected spaces and planned set up and execution to exceed client expectation.
Customer Service Team Lead
Logistics Health Incorporated
La Crosse, Wisconsin
02.2003 - 02.2007
- Monitored daily staffing needs and conducted performance evaluations to enhance team effectiveness.
- Trained new staff on customer service protocols and best practices.
- Monitored team performance and provided feedback for continuous improvement.
- Implemented training sessions to improve product knowledge among staff.
- Participated in recruitment activities such as interviewing potential candidates for open positions.
- Managed daily operations of the team including scheduling shifts, assigning tasks.
- Motivated teams by recognizing and rewarding excellence.
Customer Service Representative
Logistics Health Incorporated
La Crosse, Wisconsin
11.2001 - 02.2003
- Evaluated customer account information and documented interactions to track requests and solutions.
- Assisted customers with inquiries and provided timely information about services.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Processed service requests and updated customer records in the system accurately.
- Maintained knowledge of company policies, procedures, and service offerings to assist clients.
- Managed inbound calls and directed them to appropriate departments as needed.
- Educated customers on available resources and tools to enhance their experience.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Skills
- Customer Service
- Data Entry
- Event Coordination
- Communication
- Team Leadership
- Administrative Support
- Aircraft safety procedures
- Problem resolution
- Passenger support
- Security compliance
- Adult AED and CPR
Timeline
Senior Coordinator
Logistics Health Incorporated
02.2020 - 05.2022
Flight Attendant
Frontier Airlines
04.2014 - Current
Data Entry Clerk
Logistics Health Incorporated
01.2009 - 03.2014
Event Coordinator
Logistics Health Incorporated
02.2007 - 01.2009
Customer Service Team Lead
Logistics Health Incorporated
02.2003 - 02.2007
Customer Service Representative
Logistics Health Incorporated
11.2001 - 02.2003