Sterlisa Mitchell
Houston
Summary
Dynamic customer service professional with extensive experience at United Airlines, excelling in customer engagement and problem-solving. Proven track record in enhancing service quality and efficiency through effective training and process improvements. Skilled in reservation software and relationship building, consistently achieving high customer satisfaction and loyalty.
Overview
14
14
years of professional experience
Work History
Sales and Support Reservation Agent
United Airlines
Houston, Tx
02.2023 - 12.2025
- Managed customer inquiries regarding flight reservations and travel itineraries.
- Processed ticket changes, cancellations, and refunds efficiently.
- Assisted customers in selecting suitable travel options based on preferences.
- Utilized reservation systems to ensure accurate data entry and retrieval.
Customer Service Supervisor
Lowes
Houston, TX
06.2019 - 02.2023
- Supervised daily operations of customer service team, ensuring high levels of service quality.
- Trained and mentored staff on company policies and customer engagement techniques.
- Resolved escalated customer issues, enhancing overall satisfaction and loyalty.
- Implemented process improvements that streamlined service workflows and increased efficiency.
Customer Service Supervisor
Sam’s Club
Houston, TX
01.2012 - 05.2018
- Supervised daily operations to ensure high-quality customer service standards.
- Trained and mentored staff in effective communication and problem-solving techniques.
- Implemented process improvements to enhance team efficiency and service delivery.
- Resolved customer complaints swiftly, fostering positive relationships and repeat business.
- Monitored performance metrics and adjusted strategies to meet service goals.
- Coordinated schedules and staffing to optimize coverage during peak hours.
- Conducted regular training sessions to maintain product knowledge among staff.
- Collaborated with management on strategic initiatives to improve overall customer satisfaction.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Education
High School Diploma -
Jessie Jackson Academy
Houston, TXBusiness
Houston Community College
Houston, TX08.2012
Skills
- Customer engagement
- Reservation software
- Phone etiquette
- Typing speed
- Call control
- Telephone reception
- Telephone reservations
- International travel
- Hotel accomodations
- Travel bookings
- Record preparation
- Schedule maintenance
- Upselling proficiency
- Travel planning
- Cost planning
- Transportation information
- Production leadership
- Sales
- Customer reservations
- Problem-solving
- Data entry
- Upselling and cross selling
- Payment processing
- Phone and email etiquette
- Active listening
- Customer service
- Issue resolution
- Detail-oriented
- Microsoft office
- Computer reservation software
- Relationship building
Timeline
Sales and Support Reservation Agent
United Airlines
02.2023 - 12.2025
Customer Service Supervisor
Lowes
06.2019 - 02.2023
Customer Service Supervisor
Sam’s Club
01.2012 - 05.2018
High School Diploma -
Jessie Jackson Academy
Business
Houston Community College