STEVEN MCFARLANE
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Aero Center Spokane/Felts Field
07.2023 - Current
- Daily reconciliation of fuel purchased.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Kept accurate records to document customer service actions and discussions.
Customer Service Agent
Southwest Airlines
02.2020 - 07.2023
- During irregular operations, accommodated distressed passengers
- Researched, located, and delivered luggage when bags did not arrive with passenger.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Cross Utilized Agent
Trego-Dugan Aviation
03.2019 - 02.2020
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
Ground Services Agent
Horizon Airlines
10.2016 - 03.2019
- Tow aircraft to and from maintenance
- Skywest CCST Trainer.
- Facilitated seamless communication between ground service agents and flight crews by relaying pertinent information in a timely manner.
- Reduced flight delays by promptly addressing any issues that arose before departure or upon arrival at the destination airport.
Notary Public
Zag Notary (Owner)
03.2013 - 07.2016
- Notarized documents for clients selling, buying or refinancing their house.
- Checked documents for accuracy and correct signing before notarizing.
- Maintained accurate records of all documents notarized to support accurate recordkeeping and reporting requirements.
Education
Associates of Applied Science- Hospitality Administration -
Scottsdale Community College
05.2015
Associates of Art- Modern Languages & Marketing -
Eastern Washington University
05.2008
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
Timeline
Customer Service Manager
Aero Center Spokane/Felts Field
07.2023 - Current
Customer Service Agent
Southwest Airlines
02.2020 - 07.2023
Cross Utilized Agent
Trego-Dugan Aviation
03.2019 - 02.2020
Ground Services Agent
Horizon Airlines
10.2016 - 03.2019
Notary Public
Zag Notary (Owner)
03.2013 - 07.2016
Associates of Applied Science- Hospitality Administration -
Scottsdale Community College
Associates of Art- Modern Languages & Marketing -
Eastern Washington University
Similar Profiles
William GilcristWilliam Gilcrist
Avionics Technician at Field AeroAvionics Technician at Field Aero
Sandy RoeSandy Roe
Newborn Night Nanny Part Time Sun-Sat 10 Pm- 7am at Jordan & Rainey FeltsNewborn Night Nanny Part Time Sun-Sat 10 Pm- 7am at Jordan & Rainey Felts
Cassandra CopelandCassandra Copeland
Office Assistant ( Work-study) at Disability Access Center Spokane Community CollegeOffice Assistant ( Work-study) at Disability Access Center Spokane Community College