David Harris
Hermitage
Summary
Dynamic Customer Service Agent with Southwest Airlines, focused on enhancing customer satisfaction, positive complaint resolution, creative problem solving, and effective communication in an operational management environment in real time. I have a strong work ethic that focuses on a positive customer interation from beginning to end while maintaining strong operational integrity and eye on the bottom line.
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Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Southwest Airlines
04.2011 - Current
- Assisted customers with inquiries, providing accurate information and solutions.
- Developed knowledge of product features to enhance customer interactions.
- Managed customer complaints, ensuring timely resolutions and satisfaction.
- Utilize reservation management software to sell and manage customer itineraries as well as documenting interactions and follow-ups.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintined brand reputation.
- Attended training sessions to learn best practices in customer service.
- Maintained updated knowledge of company policies and procedures for effective support.
Education
Associate of Science - Business Administration
Bergen Community College
Paramus, NJ05-2007
Skills
- Excellent customer service thru positive interactions
- Effective customer complaint resolution & handling
- Outstanding operational & customer management from check-in to boarding to deplaning and baggage claim
- Strong focus on managing customers, operations, and business during live front line operations
Accomplishments
Southwest Airlines President's Award winner, 2019
Certification
Southwest Airlines Care team Field Team Member
Timeline
Customer Service Agent
Southwest Airlines
04.2011 - Current
Associate of Science - Business Administration
Bergen Community College
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