Willie Garris
South Plainfield,NJ
Summary
At United Airlines, I led initiatives boosting team satisfaction and enhancing customer experience, employing decision-making and negotiation skills. Trained new hires, developed sales strategies, and improved business operations. My leadership fostered a positive, collaborative environment, driving revenue growth and ensuring high service quality.
Overview
34
34
years of professional experience
Work History
Cuso.er Seevice Lead Agent
United Airlines
04.1987 - 10.2020
- Championed initiatives aimed at enhancing employee engagement, resulting in higher overall job satisfaction levels for the team.
- Collaborated with cross-functional teams to improve overall business operations and customer experience.
- Trained new hires on company policies, procedures, and best practices, ensuring consistent service quality across the team.
- Developed successful sales strategies for increased revenue and customer satisfaction.
- Promoted a positive work environment by fostering collaboration among team members and encouraging professional development opportunities.
- Conducted regular performance reviews, setting achievable targets and motivating agents towards continuous growth.
- Managed a team of agents, providing guidance and support to achieve performance goals.
- Oversaw daily operations within the team, ensuring smooth workflows and efficient task completion.
- Monitored call quality to ensure high levels of professionalism and adherence to company standards.
- Identified areas for improvement in agent performance, providing constructive feedback and coaching for success.
Education
High School Diploma - Math English History
Rahway High School
Rahway, NJ06.1978
Skills
- Decision-making capabilities
- Negotiation Techniques
- Task Delegation
- Compliance Management
- Positive Attitude
Timeline
Cuso.er Seevice Lead Agent
United Airlines
04.1987 - 10.2020
High School Diploma - Math English History
Rahway High School
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