Customer Service Agent

Objective

A detailed and goal-oriented professional with wide ranging experience in several markets. Looking for an opportunity to make strong contributions to long-term business success by maintaining focus on short-term objectives.

Experience

CUSTOMER SERVICE AGENT/TRAINER SOUTHWEST AIRLINES 02/2019 – PRESENT

·Provides Customer Service by handling ticketing, baggage check-in, baggage claims, reservations, information inquiries and resolving complaints and problems. Handles transactions required to board aircraft.

·Train new hires (i.e. customer service agents and supervisors)

TEMPORARY CUSTOMER SERVICE SUPERVISOR SOUTHWEST AIRLINES 05/2023 – 06/2023

·Assist Ticket Counter and Baggage Service Office with scheduling and other duties as needed.

·Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

·Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.

SSO SPECIALIST SOUTHWEST AIRLINES 03/2017 – 02/2019

·Provide Customer Service to our Inside Customers (i.e. Ground Operation Agents, Supervisors and Managers) daily at the Station Services Operations window.

·Process payroll for Ground Operation Employees, including Supervisors, utilizing MS Excel and Kronos.

·Create/maintain daily work schedules for Inside Customers, utilizing advanced functions in MS Excel.

·Retrieve call-offs from sick call phone line and record in daily call log.

·Process discrepancies for Inside Customers; retrieved information utilizing Quickbase.

·Retrieve attendance and payroll information for Inside Customers, utilizing Kronos.

·Multi-task daily, responding to emails from Team Leads, Managers, Specialists, Administrative Staff and Inside Customers.

·Approve/deny, copy and file shift trades, DAT’s/FTO’s/FHL’s and EAD’s on a daily basis for Ground Operations Agents.

·Retrieve and issue daily attendance and no punch memos utilizing MS Word, for Ground Operations Agents.

ADMINISRATIVE CLERK US CENSUS BUREAU 01/2009 – 08/2009

·Performed a wide variety of clerical functions associated with office processing, field operations, recruiting, testing and administrative operations.

·Performed routine clerical tasks required in the collection, control, review, data keying, processing, and reporting of personnel and payroll data and the administrative tasks supporting these functions.

Experience (Continued)

·Assisted in personnel operations of the office by processing personnel actions, affecting appointments and separations of intermittent field and office CUSTOMER SERVICE AGENT/trainer southwest airlines 02/2019 – PRESENT

·Provides Customer Service by handling ticketing, baggage check-in, baggage claims, reservations, information inquiries and resolving complaints and problems. Handles transactions required to board aircraft.

·Train new hires (i.e. Customer Service Agents and Supervisors)

·Provides Customer Service by handling ticketing, baggage check-in, baggage claims, reservations, information inquiries and resolving complaints and problems. Handles transactions required to board aircraft.

·Train new employees (i.e. customer service agents and supervisors).

·Maintained personnel files and records, position description files, manuals and instruction books.

SENIOR ADMINISTRATIVE ASSISTANT/BUDGET MANAGER PEPSICO 01/2004 – 10/2008

·Managed the SG&A and the A&M business unit budgets & assisted in closing out year-end budgets and invoices.

·Produced monthly budget reports; coordinated and participated in budget meetings.

·Organized, oversaw and attended off-site meetings (i.e. team building events, focus groups).

·Managed daily managers’ calendar in Outlook by accepting and declining meeting requests.

·Provided daily support for the Consumer Insight & Strategy Team and the Supply Chain Team.

·Coordinated meetings and events including providing domestic and international travel arrangement for team members.

·Interacted daily with Marketing Department to coordinate work flow and provide back-up assistance to other administrative assistants as needed.

·Processed travel & expense reports and vendor invoices for payment through SAP system.

·Provided training for Pathfinder database system as the business unit Pathfinder coordinator.

·Created documents, presentations and charts using advanced features in MS Word, Excel, PowerPoint and Mekko Graphics.

·Onboarded new hires.

Education

DEVRY UNIVERSITY, CHICAGO, IL

·Major: Computer Information Systems, 1999-2002

·B.S. - Major: Technical Management, 2019-2022

Additional Training

PEPSICO ON-SITE TRAINING

·Advanced MS Outlook and MS PowerPoint

·Presentation, Communication and Diversity Training

Organizations

SOUTHWEST AIRLINES CARE TEAM

WOMEN AT SWA

Contact this candidate