Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Michelle Kelly

Baltimore

Summary

Dynamic Customer Service Supervisor at Southwest Airlines with proven problem-solving skills and a strong focus on enhancing customer satisfaction. Successfully improved team productivity through effective training programs and performance evaluations. Proficient in MS Office, demonstrating exceptional time management and multitasking abilities to drive operational excellence.

Overview

15
15
years of professional experience

Work History

Customer Service Supervisor

Southwest Airlines
09.2021 - Current
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
  • Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly
  • Work with staff planning to build bids that are in line with department’s hourly goals.
  • Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results, review and ensure accurate delay coding

Ramp Operations Manager

Airport Terminal Services, ATS
06.2021 - 09.2021
  • Enhanced customer satisfaction by addressing concerns promptly and providing effective resolutions.
  • Developed comprehensive training programs for new hires to ensure seamless integration into the team.
  • Implemented cost-saving measures while maintaining high-quality service standards for airlines and passengers.
  • Achieved on-time departure rates by prioritizing tasks and closely monitoring staff productivity.
  • Improved ramp operations efficiency by streamlining processes and implementing new procedures.
  • Ensured timely and accurate ramp services for aircrafts by diligently coordinating with ground staff.
  • Mitigated potential hazards by regularly inspecting ramp areas and ensuring compliance with safety protocols.
  • Conducted regular audits of equipment maintenance logs to minimize downtime due to malfunctions or repairs.
  • Established strong working relationships with airline representatives to facilitate smooth coordination of daily operations.
  • Fostered a positive work environment through open communication channels among team members.
  • Streamlined baggage handling processes, reducing delays in luggage delivery to passengers.
  • Coordinated emergency response efforts during incidents on the ramp area, ensuring timely resolution while minimizing impact on overall operations.
  • Maintained detailed records of ramp services performed, enabling accurate billing and reporting.
  • Proactively addressed operational challenges by anticipating potential issues and devising appropriate solutions.
  • Optimized staffing levels during peak hours by analyzing schedules and adjusting resources accordingly.
  • Managed a team of ramp agents, providing guidance, support, and constructive feedback to ensure optimal performance.
  • Guided aircraft into and out of parking positions using hand signals.
  • Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 15 daily flights.
  • Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
  • Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
  • Positioned and towed aircraft from remote locations of airport to designated areas for operation.
  • Stocked aircraft cabins with necessary equipment and supplies.

Delivery Driver

Amazon
10.2020 - 06.2021
  • Delivered packages to customer doorsteps and business offices.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Completed rush deliveries on tight timetables to satisfy customer needs.
  • Loaded truck and properly secured items to prevent damage for deliveries.
  • Worked scheduled hours as required and took on available shifts during holidays and busy periods.
  • Verified accuracy of all deliveries against order forms.
  • Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
  • Expedited deliveries to meet customer deadlines and requirements.
  • Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
  • Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
  • Inspected and maintained delivery vehicles regularly to keep in safe working order.
  • Developed strong working knowledge of local traffic laws and regulations to facilitate smooth navigation on-the-job safely.
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Demonstrated flexibility by covering additional routes as needed, supporting team workload balance.

Mortuary Transport

Palm Mortuaries & Cemeteries
07.2020 - 10.2020
  • Assisted in the respectful transport of remains from hospitals or homes to the funeral home, adhering to proper protocols.
  • Provided exceptional customer service by remaining attentive to the needs and concerns of grieving families throughout all stages of the funeral process.
  • Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
  • Picked up deceased at private homes, hospitals and county morgues.
  • Transport decedents to and from the airport.
  • Prepare decedents for cremation process.
  • Dress decedents and put them into the casket and prepare for funeral.
  • Properly measure and record decedents .

Ramp Agent

Southwest Airlines
05.2010 - 08.2020
  • Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
  • Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
  • Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over 230 daily flights.
  • Conducted marshaling activities skillfully, guiding pilots safely towards their designated parking positions on the ramp area.
  • Reduced damage claims by carefully handling sensitive cargo, adhering to proper lifting techniques and equipment use.
  • Contributed to a safer work environment by strictly following safety protocols during ramp operations.
  • Consistently maintained professional appearance and demeanor in accordance with company policies and standards.
  • Displayed strong attention to detail during aircraft inspections, promptly reporting any observed irregularities or potential hazards.
  • Participated in ongoing training sessions to stay updated on industry regulations, best practices, and new technologies in ramp services.
  • Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
  • Connected electrical power unit and hoses to aircraft.
  • Streamlined baggage loading process, ensuring timely departure of flights and minimal delays.
  • Assisted in reducing turnaround times by efficiently managing the unloading and loading of cargo and luggage.
  • Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
  • Enhanced operational efficiency by conducting thorough pre-flight checks on aircraft for safe takeoffs and landings.
  • Expedited boarding processes for passengers requiring assistance, providing courteous service while ensuring accessibility needs were met.
  • Maintained cleanliness and organization in ramp areas, promoting safer work environment for all staff.
  • Operated ground support equipment with precision, minimizing wear and tear through proper handling.
  • Operated equipment while observing standard safety procedures.

Education

Estero High School
Estero FL
06-2001

Skills

  • Problem-solving
  • Time management
  • Customer service
  • Multitasking and organization
  • MS office
  • Call monitoring
  • Employee scheduling
  • Quality assurance
  • Training programs
  • Call center operations
  • Records management
  • Proficient in MS Excel, Word, Powerpoint
  • Policy enforcement

Languages

English
Native or Bilingual

Timeline

Customer Service Supervisor

Southwest Airlines
09.2021 - Current

Ramp Operations Manager

Airport Terminal Services, ATS
06.2021 - 09.2021

Delivery Driver

Amazon
10.2020 - 06.2021

Mortuary Transport

Palm Mortuaries & Cemeteries
07.2020 - 10.2020

Ramp Agent

Southwest Airlines
05.2010 - 08.2020

Estero High School

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Michelle Kelly