Customer Service Call Center Representative

RICKIEY MCCORKLE

Hutchins, TX ***** 816-***-**** ***********@*****.***

CUSTOMER SERVICE REPRESENTATIVE

Call Center Customer Experience Remote Customer Support

PROFESSIONAL SUMMARY

Customer-focused professional with 15+ years of experience in customer service, call center, hospitality, and operations. Experienced in handling high-volume customer interactions, resolving concerns, managing escalated situations, and providing professional support by phone. Strong communicator and problem solver with proven leadership experience and the ability to remain calm, patient, and solution-focused in fast-paced environments. Seeking a Customer Service Representative position with Southwest Airlines.

CORE SKILLS

Customer Service • Customer Experience • Call Center Support • Phone Support • Active Listening • Problem Solving • Conflict Resolution • De-escalation • Escalation Management • Data Entry • Documentation • Computer Skills • Email Communication • Multitasking • Time Management • Team Collaboration • Customer Relations • Policy & Procedure Compliance • Remote Customer Support • Hospitality

PROFESSIONAL EXPERIENCE

MARRIOTT — Assistant Food & Operations Manager

March 2022 – October 2025

• Delivered professional, personalized service while addressing guest questions, concerns, and service issues.

• Resolved customer complaints using active listening, communication, and problem-solving skills.

• Managed multiple customer and operational priorities in a fast-paced environment.

• Coached and supported employees to maintain excellent customer-service standards.

• Communicated effectively with customers, team members, and management.

MCDONALD’S — Assistant General Manager

January 2013 – September 2024

Concurrent leadership position maintained alongside other professional responsibilities.

• Provided customer-focused service in a high-volume environment.

• Handled customer concerns, complaints, and escalated issues professionally.

• Trained and coached employees on customer service and company procedures.

• Managed multiple priorities while maintaining accuracy, efficiency, and professionalism.

• Supported daily operations and worked closely with customers and team members to resolve issues.

BLUE CROSS AND BLUE SHIELD — Customer Service Representative / Call Center Lead

April 2008 – January 2013

• Provided customer support in a high-volume call center environment.

• Assisted customers with questions, concerns, and service-related issues by telephone.

• Resolved customer issues through active listening, research, and effective problem-solving.

• Handled escalated situations while maintaining professionalism and empathy.

• Served as Call Center Lead, assisting representatives with complex customer concerns.

• Maintained accurate customer documentation while following company policies and procedures.

EDUCATION

LeCole Culinary Arts

Associate Degree, Culinary & Restaurant Management 2014–2017

Westport Senior High School — Kansas City, MO

High School Diploma May 1996

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