Rusheike B.

Customer Care Team Lead @Southwest Airlines

Dallas, TX, US

Supervise and guide a team of 25–30 customer experience specialists, achieving a 15% increase in customer satisfaction scores through targeted coaching and enhanced service protocols. • Serve as a point of escalation for complex customer inquiries, complaints, and issues, demonstrating empathy, patience, and professionalism in resolving conflicts and ensuring customer satisfaction. Utilizing effective communication skills to address customer concerns and maintain positive relationships with passengers. • Perform regular audits of customer interactions, ensuring 98% compliance with company policies and service standards. • Monitoring key performance indicators and customer feedback metrics to assess team performance and identify areas for improvement. • Conduct ongoing training sessions and workshops, resulting in a 20% improvement in first-call resolution rates and higher team efficiency.

Western Governors University

Bachelor's degree