Margaret "Peggy" O'Brien
Mount Juliet
Summary
Polite and professional Customer Service Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
34
34
years of professional experience
Work History
CUSTOMER SERVICE AGENT BNA
SOUTHWEST AIRLINES
08.2015 - Current
- CSA Station Trainer
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Program Manager
Pace Solano
10.2002 - 07.2015
- Overall supervision and management of staff and clients in a licensed facility
- Ensure attendance, monthly billing, staff, and client files, and agency reports are completed on time
- Monitor and approve all paperwork
- Schedule and facilitate monthly staff meetings and all mandatory trainings for staff
- Adhere to agency safety policies, schedule, and procedures in coordination with Licensing and Safety Director
- Work in conjunction with HR Director to hire staff and address problems with employees
- Maintain positive communication with clients, home-providers, supervisors, co-workers, referral agencies, and community at large
- Report all suspected abuse in accordance with Mandated Reporter regulations and procedures
Bartender and Food Server
Rockville Bar and Grill
07.2000 - 04.2003
Owner / Travel Agent
O'Brien Travel
09.1990 - 07.2000
- Booked travel for both individual clients and corporate accounts
- Ran day-to-day operations of the office
- Managed back-office accounting
Education
Various - General Education Classes
SOLANO COLLEGE
Suisun Valley, CA01.2002
High School Diploma -
Fairfield High School
Fairfield, CA06.1984
Skills
- Negotiating
- Behavioral Modification
- Problem-solving
- Conflict mediation
- Motivating
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Empathetic and genuine
- De-Escalation Techniques
Free time
- Gardening
- Baseball
- Fostering Animals
- Running
- Volunteering
- Travel
- Coffee
- Biking
Timeline
CUSTOMER SERVICE AGENT BNA
SOUTHWEST AIRLINES
08.2015 - Current
Program Manager
Pace Solano
10.2002 - 07.2015
Bartender and Food Server
Rockville Bar and Grill
07.2000 - 04.2003
Owner / Travel Agent
O'Brien Travel
09.1990 - 07.2000
Various - General Education Classes
SOLANO COLLEGE
High School Diploma -
Fairfield High School
Similar Profiles
Jenna PriceJenna Price
Flight Attendant at SkyWest Airlines/Southwest AirlinesFlight Attendant at SkyWest Airlines/Southwest Airlines
Van Anh TangVan Anh Tang
Flight Attendant at Southwest AirlinesFlight Attendant at Southwest Airlines
Ruddy Diaz HerreraRuddy Diaz Herrera
Operations Agent at Southwest AirlinesOperations Agent at Southwest Airlines