Customer Service Representative

Jason M. Hovland

**** ********** ***. ******* *****, IL 60516

414-***-****, **************@*****.***

EMPLOYMENT HISTORY

FRONTIER AIRLINES, Milwaukee, WI October 2012 – Present

Corporate Trainer

Ensure maximum effectiveness of the sales force by developing and implementing training programs and material that supports company

initiatives. Responsible for writing and keeping current curriculums and training recourses for all reservations department functions.

• Presents and facilitates initial and recurrent training initiatives

• Created and developed training programs for all areas using various media for online e-learning applications

• Instructs and demonstrates technical aspects of the reservations computer system and effective sales techniques

• Supervise and coach new employees during the training period to reach maximum productivity and job satisfaction

• Assist in the recruiting and hiring of new employees

• Determines continued employment status based on performance results

• Review and update training material to ensure it meets recent policy and procedural changes

FRONTIER AIRLINES, Milwaukee, WI (MIDWEST AIRLINES, Oak Creek, WI) July 2006 – October 2012

Customer Service – Reservation Supervisor

Solve customer and agent issues by identifying successful solutions using conflict resolution and change management. Provide leadership

through coaching, role-playing, and utilization of customer service tools. Improve guest satisfaction by empowering sales agents and

monitoring and training the customer management program to track guest loyalty.

• Negotiate with customers to maximize customer experience as well as company’s profits

• Handles customer inquiries and resolves issues that have been escalated from agents and /or other company areas

• Diagnose and resolve agent problems from initial booking to post-flight, which helps agents’ growth

• Provides guidance by exhibiting influence and expertise

• Responsible for the quality assurance of team's daily production

• Generate an average $200,000 in ticket revenue monthly

• Maximize productivity by efficiently handling calls in a thorough and timely fashion

MIDWEST AIRLINES, Oak Creek, WI September 2004 – July 2006

Midwest Miles Agent

Answered incoming calls from guests, prospective guests (and travel agents regarding reservations), confirmations, and cancellations.

Also booked reservations for guests and creatively worked to resolve reservation and booking issues. Improved Frontier/Midwest’s loyalty

program by 10,000 guests per year.

PC MALL BUSINESS SOLUTIONS, Menomonee Falls, WI October 2003 – September 2004

Account Executive

Developed new business leads through cold calling, data mining and lead generation. Managed clientele and reconciled customer

dissatisfaction by establishing trust and building loyalty.

INTERNATIONAL SPORTS MANAGEMENT, Milwaukee, WI October 2001 – October 2003

Senior Sales Executive

Motivational and coaching leader for sales agents. Provided effective communication to management team, interviewed sales staff

prospects, managed a sales team, and provided training and corrective measures when necessary. Developed and executed sales

incentive programs.

EDUCATION

Marian University, Fond du Lac, WI, Bachelor of Science in Business Administration, May 2000

Marian University, Fond du Lac, WI, Elementary Education, Present

Teach and manage in a classroom setting, present students with vital information for their education, create lesson plans to teach (instruct,

coach) in an inspirational way, coordinate and partner with classroom teacher.

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