Tadaysha Dewalt
Oakland,CA
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
06.2019 - Current
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Actively supports CSA and OPS by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service.
- Researched and corrected customer concerns to promote company loyalty.
- Interceded between employees during arguments and diffused tense situations.
- Maintained flight and events logs, aircrew flying records and flight operations records of incoming and outgoing flights.
- Addressed medical emergencies and flight operation obstacles.
- Train and develop new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance.
- Participated in fundraising events, helping team bring in funds.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Handled customer complaints, resolved issues.
Operations Agent
Southwest Airlines
06.2018 - 06.2019
- Understood FAA, TSA and airport regulations and verified compliance.
- Monitored safety-sensitive zones and enforced security measures throughout ground operations.
- Attended and completed required online and in-person training .
- Maintained flight and events logs, aircrew flying records and flight operations records of incoming and outgoing flights.
Lead Transportation Security Officer
Transportation Security Administration, TSA
10.2008 - 06.2018
- Safeguarded transportation operations at commercial airports and railway stations.
- Trained repeatedly on active shooter response strategies to prepare for potential security breaches.
- Identified potential airport security concerns
- Maintained awareness and focus to identify potentially life-threatening objects or weapons of mass destruction.
- Conducted bag searches and performed pat-downs of passengers to maintain secure, safe premises.
- Operated X-ray screening machines and tools to screen people, containers and personal belongings for potential hazards and weapons.
- Adhered to strict screening techniques and procedures while conducting human screenings.
- Conducted regular patrols of key areas to spot and control security concerns.
- Performed pat-downs to look for unauthorized materials and weapons.
- Operated x-ray machines, hand wands and advanced imaging technology to conduct screening of passengers and baggage.
- Used explosive detection machines and chemical swab systems to identify potential hazards.
- Engaged in casual conversations with individuals to assess and analyze behaviors.
- Performed target searches on individuals exiting screening equipment to detect prohibited and dangerous items.
- Attended daily briefings with supervisors to discuss issues with security screening processes.
- Interacted with public to give directions, explain rules and regulations and respond to inquiries.
Education
Bachelor of Arts - Theology
Empowerment Theological Seminary
Elk Grove, CABachelor of Arts - Christian Counseling
Empowerment Theological Seminary
Elk GroveSkills
- P>Customer Relations
- P>Team Building
- P>Training and mentoring
- P>Active Listening
- P>Complaint resolution
- Staff training and development
- Conflict resolution
- Schedule management
- Performance evaluation
- Safety and security protocols
- Operational oversight
- Flight operations coordination
- Team leadership skills
- Effective communication techniques
- Crisis management planning
- Data logging and record-keeping
Affiliations
-DEI Council
- Care Team
-Culture Committee
-WN Strong
-Wingmate Program
Personal Information
Title: Customer Service Supervisor
Timeline
Customer Service Supervisor
Southwest Airlines
06.2019 - Current
Operations Agent
Southwest Airlines
06.2018 - 06.2019
Lead Transportation Security Officer
Transportation Security Administration, TSA
10.2008 - 06.2018
Bachelor of Arts - Christian Counseling
Empowerment Theological Seminary
Bachelor of Arts - Theology
Empowerment Theological Seminary