Thomas Higgins
Nashville
Summary
Skilled Customer Care Representative known for strong conflict resolution and customer relationship management abilities. Committed to maintaining accurate account information and providing exceptional customer support, ready to contribute to team success and improve client experiences.
Overview
9
9
years of professional experience
Work History
Customer Care Representative
Southwest Airlines
Nashville
09.2022 - Current
- Assisted customers with flight reservations and itinerary changes.
- Educated passengers on baggage policies and travel requirements.
- Supported colleagues by sharing best practices for customer engagement.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
Ramp Agent
Southwest Airlines
Nashville
01.2020 - 09.2022
- Loaded and unloaded baggage, cargo, and mail with care and efficiency.
- Operated ground support equipment to ensure timely aircraft servicing.
- Connected electrical power units and service hoses to aircraft.
- Utilized two-way radio communication systems to communicate between ramp agents and pilots and ground crew personnel.
- Operated a variety of motorized vehicles such as tugs, belt loaders, forklifts. safely and efficiently around airport premises.
Wheelchair Agent
PrimeFlight
West Palm Beach
03.2017 - 01.2020
- Assisted passengers with mobility needs during boarding and deplaning.
- Coordinated wheelchair requests with airline staff for timely service.
- Ensured proper handling of wheelchairs to prevent damage during transport.
- Helped customers enter airplane, locate seat and stow luggage.
Education
Bachelor of Science - Criminal Justice
Florida Atlantic University
Boca Raton, FL12-2019
Skills
- Flight reservations
- Itinerary management
- Customer relationship management
- Account management
- De-escalation
- Conflict resolution
- Customer education
Timeline
Customer Care Representative
Southwest Airlines
09.2022 - Current
Ramp Agent
Southwest Airlines
01.2020 - 09.2022
Wheelchair Agent
PrimeFlight
03.2017 - 01.2020
Bachelor of Science - Criminal Justice
Florida Atlantic University