Malika Thorne
Temple Hills
Summary
Forward-thinking team leader, skilled at operating departments efficiently to meet goals. Proven track record in enhancing customer experiences and team productivity, notably at Southwest Airlines. Excelled in case management and customer relations, significantly improving client satisfaction rates. Skilled in de-escalation techniques and maintaining high levels of service efficiency. Demonstrates exemplary work ethic and outstanding communication, driving positive outcomes and fostering customer loyalty.
Overview
11
11
years of professional experience
Work History
Supervisor of Operations
Eulen America
12.2024 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed and maintained relationships with external vendors and suppliers.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Trained team members on cleaning services and products to support promotional efforts.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Provided backup to Delta Airlines contractors to step in to assist with various tasks whenever employee was absent or at lunch.
Customer Service Agent
Southwest Airlines
09.2018 - 08.2024
- Helped over 3,000 customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Responded to customer requests for products, services, and company information.
- Assist with documenting customer confidential information.
- Assist with boarding planes.
- Lead with deescalating and providing compensation to all individuals in need.
Call Center Representative
GC Services
09.2015 - 09.2018
- Increased efficiency and team productivity by 25%, promoting operational best practices.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
Financial Aid Student Worker
Marshall University
08.2013 - 12.2017
- Reviewed all financial aid reconciliation reports, calculated amounts and verified totals on related documentation.
- Guided students through financial aid processes, by completing necessary forms and updating account records.
- Helped students sign up and design for payment plans.
- Double checked payments and documentation of students applying for loans.
- Assisted 100 students and families in filling out financial aid applications.
- Contacted families and students about late payments and account statements.
Sales Associate
Rue 21
08.2014 - 09.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Prepared merchandise for sales floor by pricing or tagging.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to effectively build rapport and lasting relationships.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Built relationships with customers to encourage repeat business.
Education
Bachelor of Arts - Criminal Justice
Marshall University
Huntington, WV12.2018
Skills
- Case Management
- Customer Service
- Information Verification
- Exemplary work ethic
- Escalation management
- De-Escalation Techniques
- Customer Complaint Resolution
- Great working in groups or with children
- File Management
- Documentation And Reporting
- Outstanding communication skills
- Customer Relations
Timeline
Supervisor of Operations
Eulen America
12.2024 - Current
Customer Service Agent
Southwest Airlines
09.2018 - 08.2024
Call Center Representative
GC Services
09.2015 - 09.2018
Sales Associate
Rue 21
08.2014 - 09.2015
Financial Aid Student Worker
Marshall University
08.2013 - 12.2017
Bachelor of Arts - Criminal Justice
Marshall University
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