Shanelle Ferebee
Parkville
Summary
Customer Service Supervisor with extensive experience at Southwest Airlines, recognized for strong team leadership and conflict resolution skills. Improved service quality through targeted coaching and collaboration, leading to increased customer satisfaction ratings. Expertise in organization and time management fosters a positive work environment that promotes professional development and operational efficiency.
Overview
10
10
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
01.2022 - Current
- Fostered positive work environment through open communication, enhancing team collaboration and morale.
- Collaborated with various departments to resolve recurring customer issues, elevating service quality.
- Coached employees in daily tasks and complex challenges to promote professional growth.
- Resolved escalated issues promptly and professionally, boosting customer satisfaction.
Operation Agent
Southwest Airlines
10.2019 - 12.2021
- Coordinated daily flight operations to ensure timely departures and arrivals.
- Collaborated with ground crew to optimize boarding and deplaning procedures.
- Delivered a hospitable boarding experience for customers, ensuring satisfaction and comfort.
Ramp Agent
Southwest Airlines
09.2017 - 09.2019
- Operated various equipment including belt loaders, push-back tugs, and baggage carts safely.
- Loaded and unloaded luggage and freight efficiently.
- Conducted safety checks on ground support equipment before use.
Direct Support Professional
Quest Provider Services
08.2015 - 07.2017
- Assisted disabled clients to support independence and well-being.
- Monitored progress and documented patient health status changes to keep care team updated.
- Administered medication as directed by physician.
- Supervised daily activities and provided assistance to staff.
Education
Certificate - Medical Technician
Baltimore City Community College
Baltimore, MD01.2009
Skills
- Team leadership
- Conflict resolution
- Coaching and development
- Customer service
- Communication skills
- Organization and time management
Timeline
Customer Service Supervisor
Southwest Airlines
01.2022 - Current
Operation Agent
Southwest Airlines
10.2019 - 12.2021
Ramp Agent
Southwest Airlines
09.2017 - 09.2019
Direct Support Professional
Quest Provider Services
08.2015 - 07.2017
Certificate - Medical Technician
Baltimore City Community College
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