GUADALUPE NAJERA
Southwest Airlines, SWA
Phoenix
2
Languages
23
years of professional experience
Experienced customer service representative currently seeking an opportunity with Source of Support within Southwest Airlines Corporation. Highly skilled in providing accurate information regarding Southwest products and services, breaking down technicalities in a clear and concise manner using active communication skills.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Work History
Source of Support Representative
2 Years- Resolved customer inquiries regarding reservations, flight changes, and Southwest policies with accurate, professional guidance.
- Processed booking adjustments, cancellations, and rebookings in reservation systems with strong attention to detail.
- Assisted travelers with baggage issues, irregular operations, and service disruptions while maintaining calm, courteous communication.
- Escalated complex service concerns to appropriate teams and followed through until resolution.
- Documented customer interactions thoroughly to support continuity, compliance, and quality service standards.
- Mentored newer representatives on call handling, policy interpretation, and system navigation.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Analyzed support trends to identify areas for improvement, implementing changes for better service delivery.
- Collaborated with cross-functional teams to identify and resolve recurring product issues.
- Participated in regular product training sessions to stay current on updates and enhancements.
- Reduced overall average handle time by identifying underlying root causes behind common user inquiries.
- Enhanced customer satisfaction by resolving technical issues and providing timely solutions.
- Streamlined support processes for increased efficiency and improved response times.
- Contributed to building a positive work environment by maintaining strong relationships with coworkers.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Coached employees through day-to-day work and complex problems.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
CARE Support Representative
8 Years 7 Months- Active member of the Advisory Board to serve term 2024-2025.
- Awarded “Leading Performer” 2020, 2021, 2022 and 2023.
- Active member on the “Overbooking Team”, where we accommodate customers on overbooked flights.
- Participated in the CARE Luv Support Chat to provide assistance and support in the Care and Support Department.
- Provides schedule re-accommodations as part of the “Re-accommodation Team.” Since 2016.
- Active member on the “Overbooking Team,” where we accommodate customers on overbooked flights.
- Provides schedule re-accommodations as part of the “Re-accommodation Team.” Since 2016.
- Received over 250 internal and external compliments including commendations from former President Gary Kelly, Phoenix Center Manager, and Phoenix Team Leaders for going above and beyond on providing outstanding customer service.
- Engaged as an active participant on the CARE Team to support initiatives that enhance employee well-being and customer care.
- Advised passengers on reservations, baggage policies, and flight status updates.
- Resolved customer travel issues with accurate rebooking, fare, and itinerary support.
Independent Living Program, Case Manager
11 Years 9 Months- Provided Case Management services for homeless youth ages 10-25.
- Developed support systems to meet client needs by coordinating services that fostered independent living and self-sufficiency.
- Conducted comprehensive client assessments to collect functional, financial, employment, housing, educational, and health information to develop a case plan.
- Planning, guiding and managing weekly group facilitation for a group of 25-30 participants on topics such as: life skills, independent living, community resources, health and substance abuse.
- Assumed leadership duties to ensure program continuity during Program Manager's absence.
- Updated client’s information in the company’s data base and maintained documentation for program auditing.
- Updated client’s information in the company’s database and maintained documentation for program auditing.
- De-escalated irate clients using active listening, empathy, and problem-solving techniques to resolve conflicts effectively.
Education
Masters In Business Administration and Masters of Science - Leadership
Present expected to graduate October of 2026
Bachelors of Science - Sociology
Graduated
Skills
Customer service
Analytical skills
Performance recognition
CRM software
Remote support
Hardware troubleshooting
Software troubleshooting
Office software
Technical issue resolution
Documentation skills
Problem solving abilities
Work planning
Continuous improvement
Attention to detail
Analytical thinking
Teamwork and collaboration
Cross-functional collaboration
Organization
Decisive decision-making
Reliability
Multitasking
Relationship management
Verbal communication
Excellent communication
Analytical thinking
Problem-solving abilities
Multitasking
Excellent communication
EDUCATION
- Southwest Airlines University, Dallas Texas
- Lean Six Sigma White Belt Certification 2019
- Leadership 101 & 102 training
- Interviewing the Southwest Way training
- Lean Six Sigma Yellow Belt Virtual Training
Languages
Spanish
English
Native or Bilingual
Timeline
Source of Support Representative
Southwest Airlines, SWA
10.2024 - CurrentRead More
CARE Support Representative
Southwest Airlines
03.2016 - 10.2024Read More
Independent Living Program, Case Manager
Tumbleweed Center for Youth Development
04.2004 - 01.2016Read More
Grand Canyon University
Bachelors of Science from Sociology
Read More
Grand Canyon University
Masters In Business Administration and Masters of Science from Leadership
Read More