Summary
Overview
Work History
Education
Skills
Timeline
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Tishara Sataraka

Honolulu,HI

Summary

I started in Southwest in October 2019 as a Customer Service Agent. In November 2021, I took on the challenge of becoming a Customer Service Supervisor. Understanding the fact that I am now responsible for those in my charge is what allowed me to take a step back & be more of a coach - equipping & empowering my team. Prioritizing agents schedules to ensure our company needs are successfully met, enhanced my ability to increase productivity, maintain business integrity & the quality of the Hospitality we offer to each Southwest Airlines passenger. The HNL Command Center opened in January 2023 & I've had the pleasure of being "juniored" into opening it with other supervisors where I was able to contribute my detail-oriented, collaborative mindset with strong organizational skills. My ability to handle multiple tasks with a high degree of accuracy & efficiency, while remaining teachable has allowed me the opportunity to build relationships with other departments for the benefit of our operation & grow/ improve my own work ethic. I am eager to learn new things daily & my personal goal as an existing Leader is to raise more Leaders!

Overview

4
4
years of professional experience

Work History

Customer Service Supervisor

Southwest Airlines
11.2022 - Current
  • Cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Spearheaded process improvements (Blitz/ Refreshers) within the Baggage Service department amongst CSA's that led to improved Station MBR Metrics.
  • Completed annual evaluations for agents - Operations & Customer Service.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Coached employees through day-to-day work and complex problems in all CSA/ Op duties.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Monitored front areas so that questions could be promptly addressed.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Led regular pre-shift agent briefings to review progress, identify challenges and provide feedback.
  • Collaborated with other workgroups (such as ramp & provisioning) to address recurring customer concerns, improving overall service quality.
  • Completed audits - flight paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Worked effectively in fast-paced environments.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Handled passenger connection issues amongst all HI islands & situated accomodations if required.
  • Worked closely with upper management to ensure I was performing efficiently & made myself open to new things.


Customer Service Agent

Southwest Airlines
10.2019 - 11.2022
  • Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
  • Responded to customer requests for itinerary changes, accomodations/ special services, and company information.
  • Demonstrated empathy in handling difficult situations, fostering trust and ensuring our current customers are returning customers..
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Proficient in Baggage Service Office as well as operating BSO duties; working well with other work groups.
  • Proficient in Gate Procedures including during irregular Operations; communicating with both Ramp & Operations Agents.
  • Was a temp supervisor twice, for roughly 2 hours of the day while supervisors had leadership meetings.
  • Volunteered as a station trainer & trained new hires in all CSA positions - gates, ticket counter & in BSO; operating procedures & company services.

Education

High School Diploma -

Waipahu High School
Waipahu, HI
05.2004

Skills

  • Staff oversight
  • Handling Escalations between internal &/or external Customers
  • Performance Management / Annual evaluations
  • Records Management
  • Event Coordination
  • Positive and Constructive Feedback
  • Inter-department collaboration (Ramp & BSO "Walk a Mile")
  • Handling Complaints
  • Decision-Making
  • Operations Management
  • Data Entry
  • Adjusting team schedules as needed
  • Coaching and Mentoring

Timeline

Customer Service Supervisor

Southwest Airlines
11.2022 - Current

Customer Service Agent

Southwest Airlines
10.2019 - 11.2022

High School Diploma -

Waipahu High School

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Tishara Sataraka