Winston Stewart
New York
Summary
Seasoned professional in Customer Service roles with a strong focus on resolving customer complaints and ensuring satisfaction. Skilled at problem-solving, multitasking, and maintaining a calm demeanor under pressure. Demonstrated ability to improve customer relationships by implementing innovative solutions. Adept at leveraging interpersonal skills for team collaboration and consistent success in previous positions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Case Manager/Outreach Coordinator
Choice of NY
New Rochelle
01.2020 - 01.2023
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Advocated for clients by obtaining information regarding treatment options and clinical status.
- Provided crisis intervention support for clients in emergency situations.
- Monitored client progress through regular follow-up contacts.
- Counseled clients on available resources within the community that could help meet their needs.
Customer Service Supervisor
Southwest Airlines, SWA
Baltimore
01.2013 - 01.2020
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Assisted in developing training materials for new hires as well as existing employees.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
Ramp supervisor
Airtrain airways
08.2008 - 01.2013
- Managed shift schedules for ramp staff members including breaks and meal times.
- Assigned tasks to ground personnel based on workloads, skillsets, and availability.
- Ensured that all necessary paperwork was completed accurately prior to flight departures.
- Monitored daily activity of the ramp staff to ensure efficient operations and completion of tasks.
- Conducted regular safety inspections of equipment used by ground crew such as tugs and belt loaders.
Education
Bachelor of Science - Criminal Justice
Southern New Hampshire University
Hooksett, NH03-2019
Associates - Associates of Science-Criminal Justice
Baltimore City Community College
01.2010
Diploma -
MT. VERNON High School
01.2007
Skills
- Client advocacy
- Resource coordination
- Team collaboration
- Training development
- Problem-solving
- Organization and multitasking
Certification
- First Aid Certification & Red Cross blood drive participant
- Southwest recipient of CEO recognition.
Timeline
Case Manager/Outreach Coordinator
Choice of NY
01.2020 - 01.2023
Customer Service Supervisor
Southwest Airlines, SWA
01.2013 - 01.2020
Ramp supervisor
Airtrain airways
08.2008 - 01.2013
Associates - Associates of Science-Criminal Justice
Baltimore City Community College
Diploma -
MT. VERNON High School
Bachelor of Science - Criminal Justice
Southern New Hampshire University