Resume

Sign in

Customer Service Manager

Location:
Seabrook, TX
Posted:
February 26, 2020

Contact this candidate

Resume:

Deborah Duhon

**** ********* ****** #*** *******, Maryland 21076

Home: 281-***-**** Cell: 410-***-****

adb0gc@r.postjobfree.com

Professional Summary

Results oriented Customer Service Supervisor with a diverse background in management and customer service. Complete dedication to providing excellent customer service and making operational and procedural improvements.

Key Strengths

Played instrumental role in increasing the number of customer commendation letters versus complaint letters.

Strengthened the Employee/Direct Leader Relationship

Among the Top Ten ground operations supervisors to receive numerous commendation letters.

Understanding the importance the company places on attendance by maintaining perfect attendance.

Promoted rapidly from OPS Agent to CSM based on Customer Service skills, operation and leadership skills.

Several “Employee of the Quarter” Awards

Highest number of Commendation letters among Supervisors in Station.

Proficient in Word, Altea, CS2, Internet Office Equipment, Customer Service.

Employment History

Customer Service Supervisor II April 2012 – present

Southwest Airlines Baltimore, Maryland

Ensure that all Customer Service agents and Skycaps are properly assigned and utilized.

Request overtime as needed

Check on supplies and equipment to determine that station needs are met.

Assist in training customer service agents and skycaps to ensure that they are aware of appropriate regulations, procedures and company policies.

Perform special tasks or assignments as delegated by station management.

Address negative customer feedback.

Resolve customer questions, issues and complaints.

Conduct training sessions.

Page 1

Employment History (cont’d)

Customer Service Supervisor September 2011 –April 2012

Southwest Airlines Houston, Texas

Ensure that all Customer Service agents and Skycaps are properly assigned and utilized.

Request overtime as needed

Check on supplies and equipment to determine that station needs are met.

Assist in training customer service agents and skycaps to ensure that they are aware of appropriate regulations, procedures and company policies.

Perform special tasks or assignments as delegated by station management.

Address negative customer feedback.

Resolve customer questions, issues and complaints.

Conduct training sessions.

Customer Service Supervisor July 2010 – September 2011

Southwest Airlines New York, New York

Ensure that all Customer Service agents and Skycaps are properly assigned and utilized.

Request overtime as needed

Check on supplies and equipment to determine that station needs are met.

Assist in training customer service agents and skycaps to ensure that they are aware of appropriate regulations, procedures and company policies.

Perform special tasks or assignments as delegated by station management.

Address negative customer feedback.

Resolve customer questions, issues and complaints.

Conduct training sessions.

Customer Service Manager July 2009 – April 2010

Southwest Airlines Dallas, Texas

Coordinates all station activities within Customer Service, Station Accounting and Baggage Service Departments; ensuring Customer satisfaction and security of Company funds.

Invokes disciplinary action where required.

Interview applicants, evaluates performances of supervisors and agents and directs personnel as needed.

Motivates employees to the highest degree of Customer Service while conforming to company and department goals.

Assist training Customer Service personnel to insure that they are aware of appropriate regulations, procedures and company policy.

Perform special task and assignments as delegated by Station management.

Keep Station Manager advised of day to day activities.

Page 2

Employment History (con’d)

Customer Service Manager November 2007 – May 2009

Southwest Airlines Philadelphia, Pennsylvania

Coordinates all station activities within Customer Service, Station Accounting and Baggage Service Departments; ensuring Customer satisfaction and security of Company funds.

Invokes disciplinary action where required.

Interview applicants, evaluates performances of supervisors and agents and directs personnel as needed.

Motivates employees to the highest degree of Customer Service while conforming to company and department goals.

Assist training Customer Service personnel to insure that they are aware of appropriate regulations, procedures and company policy.

Perform special task and assignments as delegated by Station management.

Keep Station Manager advised of day to day activities.

Education

Bachelor of Science Degree in Criminal Justice 1998

Texas Southern University – Houston, Texas

Page 3



Contact this candidate