Waldeen Ozawa-Hay
Airline Customer Service
Houston,TX
Summary
Dynamic Lead Customer Service Representative at United Airlines, adept at enhancing service quality and customer satisfaction. Spearheaded training initiatives and process improvements, resulting in optimized response times and a more effective team. Proven ability in cross-functional collaboration and operational effectiveness, driving significant improvements in customer inquiry resolution.
Overview
38
38
years of professional experience
Work History
Lead Customer Service Representative
United Airlines
Houston, TX
05.1987 - Current
- Led a team to resolve customer inquiries efficiently, improving overall response times and enhancing service delivery.
- Developed training materials and conducted workshops for new representatives, fostering a knowledgeable and confident workforce.
- Implemented process improvements that streamlined operations, resulting in increased customer satisfaction and reduced wait times.
- Collaborated with cross-functional teams to address recurring issues, enhancing overall service quality and operational effectiveness.
Education
Associate of Arts - Journalism
Endicott College
Beverly, MA06.1976
Skills
Customer inquiry resolution
Team leadership
Training development
Process improvement
Service quality enhancement
Operational effectiveness
Cross-functional collaboration
Customer satisfaction improvement
Response time optimization
Timeline
Lead Customer Service Representative
United Airlines
05.1987 - Current
Associate of Arts - Journalism
Endicott College