Steven Nowak

*** ***** **** ****

Mukwonago, WI *3149

262-***-****

Professional Objective

Actively seeking a customer service opportunity where I can optimize my problem solving and organizational skills to contribute to customer satisfaction Professional Experience

Southwest Airlines Milwaukee, WI

January 2009 – Present

• Provided customer service by using active listening and effective interpersonal skills in a friendly, courteous and professional manner

• Handle all aspects of the customers travel experience including: ticketing, check-in, boarding, and baggage service

• Communicate to customers when a flight has been delayed or cancelled and work to improve efficiency and productivity re-accommodate them

• Provide current and accurate fare, schedule, gate, flight arrival and departure information, as well as answer general inquires

• Provide check-in assistance, ticketing changes, re-booking of itineraries and special service requests for passengers

• Maintain Southwest brand standards and consistency in the ground experience

• Identify opportunities to improve customer experience and increase satisfaction

• Implemented training to improve efficiency and drive profits

• Ensures FAA, Airline, and Airport regulations are followed at all times

• Enforced safety/security measures and protected sensitive zones

• Prepared variety of different written communications, reports and documents

• Improved operations through consistent hard work and dedication

• Additional duties as assigned by Management

Professional Skills

Training and Development

Dependable and Responsible

Analytical and Critical Thinking

Planning and Coordination

Organization and Time Management

De-escalation Techniques

Upselling Products and Services

Customer Account Management

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