Michael Heffley
Chicago
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to tackle new challenges, contribute to team success, and achieve positive results.
Overview
2027
2027
years of professional experience
Work History
Premier Agent
United Airlines
01.2023 - Current
- Engage with customers professionally and efficiently, providing knowledgeable assistance while ensuring compliance with all company policies.
- Address immediate travel disruptions by identifying and implementing the best solutions in real-time.
- Demonstrate self-sufficiency by researching and providing accurate information and solutions to address customers’ questions and needs.
- Consistently meets or exceeds valued performance.
- Strong knowledge of United policies, procedures, systems, and software.
- Accurately informs clients of policies and procedures.
- Delivers exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhances client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Coordinated with cross-functional teams to ensure seamless service delivery.
- Served as a Floor Walker to assist new agents with operational procedures, fostering a collaborative work environment and skill development.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
Customer Care - Special Assignment
United Airlines
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Worked independently and maintained a strong sense of personal responsibility, which ensured production standards were met or exceeded.
- Learned quickly and adapted to new technology and job functions.
- Demonstrated strong organizational and time management skills.
- Used critical and creative thinking to break down problems, evaluate solutions, and make decisions.
Manager/Bartender
George Street Pub
02.2013 - 09.2022
- Weekly beer inventory and ordering.
- Cultivated relationships with beer distributors and representatives to acquire rare and premium rotating beers.
- Trained and mentored junior bartenders on beverage preparation and customer service excellence.
- Supervised bar operations, ensuring compliance with health and safety regulations.
- Fostered a welcoming atmosphere by engaging with patrons and delivering exceptional service consistently.
- Implemented efficient workflows to streamline bar service during peak hours, reducing wait times.
- Developed a strong rapport with patrons, resulting in repeat business and increased loyalty.
Skills
- Customer Service
- Problem resolution
- Calm under pressure
- Excellent communication
- Flexible and adaptable
- Friendly, positive attitude
Timeline
Premier Agent
United Airlines
01.2023 - Current
Manager/Bartender
George Street Pub
02.2013 - 09.2022
Customer Care - Special Assignment
United Airlines