Mandy Watson
701 - 14st New Westminster
Summary
At Horizon Airlines, I excelled as a Customer Service Lead, mastering complaint resolution and staff training. My proactive approach significantly enhanced customer satisfaction and team performance, evidenced by surpassing performance goals and fostering repeat business through strong relationship-building. My expertise in administrative duties and staffing oversight further contributed to operational efficiency and success.
Overview
34
34
years of professional experience
Work History
Customer Service Lead
Horizon Airlines
08.1991 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance in all areas of the operation.
- Assisted with new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Established strong relationships with guests, leading to repeat business and positive feedback.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Performed station audits, completed payroll, managed staffing and duties.
Education
Graduated -
Ballenas Senior Secondary
Parksville, BCGraduated -
Nationwide Travel College
Richmond, BCSkills
- Customer complaint resolution
- Administrative duties
- Staffing oversight
- Customer service excellence
- Team training and development
- Complaint handling
- Staff training
Languages
English
Elementary
Timeline
Customer Service Lead
Horizon Airlines
08.1991 - Current
Graduated -
Ballenas Senior Secondary
Graduated -
Nationwide Travel College
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