Tiana Pointer
Plainfield,IL
Summary
Dynamic customer service professional with extensive experience at Southwest Airlines, excelling in problem resolution and communication. Proven track record in enhancing customer experiences and training staff. Skilled in data entry and maintaining operational accuracy, contributing to improved service delivery and team performance.
Overview
7
7
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
10.2024 - 03.2026
- Managed flight bookings and changes using reservation systems.
- Provided support during peak travel periods, ensuring timely service delivery.
- Educated travelers on policies and procedures to enhance customer experience.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Blackjack Dealer
Hollywood Casino
02.2021 - 11.2025
- Dealt blackjack games efficiently while ensuring adherence to casino policies.
- Managed cash transactions and maintained accurate chip counts during gameplay.
- Provided exceptional customer service, enhancing guest experience at gaming tables.
- Monitored player behavior to identify potential issues and maintain a safe environment.
Security Officer
Allied Universal Security Services
02.2025 - 05.2025
- Monitored premises to ensure safety and security of personnel and property.
- Maintained detailed logs of daily activities, incidents, and observations for reporting purposes.
- Implemented access control measures to regulate entry into secured areas effectively.
Lead/Packer
Grainger Distribution Center
10.2022 - 04.2024
- Supervised packing operations, ensuring adherence to safety protocols and quality standards.
- Trained new staff on packing processes and operational procedures for efficiency.
- Coordinated workflow among team members to optimize productivity during peak hours
Assistant Manager/Concierge
XpresSpa
05.2019 - 04.2020
- Led daily operations to enhance customer experience and service delivery.
- Mentored team members to improve performance and foster professional growth.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Inventory work and pushed sales
Education
No Degree - Business Management/Hospitality
Richard Daley College
Chicago, ILHigh School Diploma - General Studies
Lockport Township HS
Lockport, IL06-2006
Skills
Customer service/ Hospitality
Lead
Problem resolution
Outstanding communication skills
Timeline
Security Officer
Allied Universal Security Services
02.2025 - 05.2025
Customer Service Agent
Southwest Airlines
10.2024 - 03.2026
Lead/Packer
Grainger Distribution Center
10.2022 - 04.2024
Blackjack Dealer
Hollywood Casino
02.2021 - 11.2025
Assistant Manager/Concierge
XpresSpa
05.2019 - 04.2020
No Degree - Business Management/Hospitality
Richard Daley College
High School Diploma - General Studies
Lockport Township HS