Leanna Miller
Denver,CO
Summary
Experienced Customer Service Leader bringing 3+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
17
17
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
07.2022 - Current
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Researched and corrected customer concerns to promote company loyalty.
- Created, prepared, and delivered reports to various departments.
- Created customer support strategies to increase customer retention.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Customer Service Supervisor
Frontier Airlines
11.2021 - 07.2022
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Researched and corrected customer concerns to promote company loyalty.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Security and Safety Supervisor
Menzies Aviation
08.2018 - 11.2021
- Marshalling aircraft inside the gates, hooking up GPU, chalking airplane securing safety diamond around aircraft, pushing back aircraft making sure aircraft is all ready to go with properly scanned on bags, properly filling out cargo load report and turning into the pilot.
- Recorded incident reports with detailed accounts of occurrences.
- Conducted regular patrols of facility to detect and deter security threats.
- Prepared and submitted reports to keep management informed of security activities and developments.
- Supervised and evaluated staff performance to determine compliance with safety regulations.
- Developed and implemented strategies to prevent and respond to security incidents.
- Developed and implemented security policies and procedures to establish clear guidelines for operations and maintain quality standards.
- Responded swiftly to security incidents and effectively resolved security issues.
- Managed security policies and procedures to promote safety and security of personnel and assets.
Hostess
Denver Chophouse
06.2018 - 09.2018
- Seat guest in proper sections of the restaurant also buss tables when really busy.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered customer questions about hours, seating, and menu information.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Customer Representative
Thornton Self Storage and U-Haul
12.2008 - 06.2018
- Making reservations for U-Haul and checking out U-Haul trucks also assisting guest with renting out storage units
- Making sure grounds of storage facility and storage units are kept clean, daily lock checks also taking payments for sales and units, balancing daily sales report and also assisting with inventory of merchandise.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Boosted sales revenue by skillfully promoting diverse service options.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Veterinary Assistant
Community Pet Hospital
09.2013 - 09.2016
- Overall cleaning of veterinary facility, restraining animals during exam, setting up surgical suite, sterilizing and wrapping surgical instrument packs, monitoring patients vitals while under anesthesia, placing iv catheters, drawing blood, running in house blood work panels, Making appointments and taking phone calls
- Checking in technician appointment and administering vaccines
- Completing all treatments for all hospitalized patients such as administering IV fluids, IV drugs and checking all hourly vitals.
Manager of Kennel Tech Staff / Vet Assistant
Eastlake Veterinary
08.2006 - 07.2013
- Overall cleaning of building, restraining the patients also assisting with X-Rays, setting up surgical suite and helping surgical technician, technicians and doctors with any task they need
- Also have knowledge of giving medication to patients, walking boarding patients
- Overlooking the kennel staff and making sure all duties are getting done in a timely manner and training new kennel techs properly.
Hostess/Waitress
Ramada Plaza Hotel
02.2008 - 09.2010
- Assisting Guests with seating the guests and also taking food orders, and bussing tables
- Also closing out checks for guest when they are finished with their meals.
Education
Horizon High School
Skills
- Microsoft Advanced
- Knowledge of technical and financial procedures
- Team Development
- Work Prioritization
- Report Generation
- Performance Evaluations
- Positive and Constructive Feedback
- Issue Resolution
- Continuous Improvement
- Complaint Resolution
- Policy Enforcement
- Problem-Solving
Timeline
Customer Service Supervisor
Southwest Airlines
07.2022 - Current
Customer Service Supervisor
Frontier Airlines
11.2021 - 07.2022
Security and Safety Supervisor
Menzies Aviation
08.2018 - 11.2021
Hostess
Denver Chophouse
06.2018 - 09.2018
Veterinary Assistant
Community Pet Hospital
09.2013 - 09.2016
Customer Representative
Thornton Self Storage and U-Haul
12.2008 - 06.2018
Hostess/Waitress
Ramada Plaza Hotel
02.2008 - 09.2010
Manager of Kennel Tech Staff / Vet Assistant
Eastlake Veterinary
08.2006 - 07.2013
Horizon High School
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