Kristin Phelps
Lincoln
Summary
Dedicated Customer Support Systems Specialist with proven expertise in resolving customer complaints and enhancing service efficiency. Strong analytical thinking and effective communication skills drive high customer satisfaction.
Overview
2026
2026
years of professional experience
Work History
Customer Support Systems Specialist II
Gogo Inc.
Broomfield
05.2018 - 01.2026
- Participated in planning meetings for upcoming projects involving operating systems.
- Maintained positive working relationship with fellow staff and management.
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints through effective communication and problem-solving skills.
- Coordinated with team members to enhance customer service efficiency and satisfaction.
- Utilized CRM software to track customer interactions and manage service requests.
- Educated customers on product features, benefits, and promotions during calls.
- Trained new staff on customer service protocols and best practices for success.
- Maintained accurate records of customer interactions and transactions in the system.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Updated databases with new and modified customer data.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Processed billing inquiries and resolved customer payment issues.
- Communicated effectively with clients regarding account balances and payments.
- Answered customer inquiries regarding billings, payments, account status.
- Worked with team members to identify and develop process improvements.
- Provided support to other departments within the organization as needed.
- Performed additional duties as assigned by management team.
- Participated in workshops, seminars, and training classes to gain stronger education in industry updates and federal regulations.
- Participated in new peogram testing
- Facilitated manual processing of loyalty program renewals
- Engaged with Regional Sales Managers to address credit issues
- Identified and escalated issues with programs or processes without delay.
- Cross-trained in Activations to support business needs
- Dispatched service agreements to customers and guided through completion when necessary.
- Reviewed data utilization and suggested plans to enhance customer satisfaction
- Executed outbound calls to welcome new customers and verify status of service agreements
- Handled inbound calls addressing diverse customer inquiries
System Customer Service Manager
Frontier Airlines
Denver
12.2001 - 05.2018
- Maintained knowledge of airline policies and industry regulations for compliance purposes.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Monitored staff performance to ensure adherence to customer service standards.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Managed email communications across all departments concerning ongoing irregular operations.
- Decision maker for all passenger connections holds
- Manage telephone communications with internal and external customers.
- Manage scheduling and maintain payroll for 12 employees.
- Manage passenger compensation processes daily.
- Manage system operations and engage with stations to facilitate reaccommodation of passengers experiencing prolonged delays.
Customer Service / Ramp Supervisor
Frontier Airlines
Las Vegas
- Supervised ramp operations to ensure safe and efficient aircraft handling.
- Coordinated team schedules to optimize staffing and workflow during peak hours.
- Oversaw baggage handling processes to ensure timely dispatch of luggage.
- Monitored weather conditions to adjust ramp operations accordingly for safety compliance.
- Managed shift schedules for ramp staff members including breaks and meal times.
- Coordinated with other departments to resolve operational issues related to aircraft services or customer requests.
- Resolved customer complaints promptly and professionally according to company guidelines.
- Maintained communication with pilots regarding flight delays or changes in arrival times.
- Completed mathematical calculations and prepared load plans.
- Maintained crew compliance with FAA, OSHA, TSA, and airport guidelines.
- Loaded and unloaded aircraft cargo, passenger baggage and freight.
- Maintained on-time connections by guiding aircraft to and from gate positions.
- Collaborated with customs and security personnel to facilitate smooth cargo inspections.
- Supervised customer service team to ensure high-quality support delivery.
- Managed scheduling and workflow of customer service representatives effectively.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Evaluated employee job performance and motivated staff to improve productivity.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Recruited qualified personnel when needed for open positions within the department.
- Interviewed, hired and trained staff to meet company objectives.
- Delegated work to staff, setting priorities and goals.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Interpreted and explained work procedures and policies to brief staff.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Managed tracking of attendance, payroll, and scheduling for over 50 employees.
- Facilitated processing of new hires locally through badging, training scheduling, and travel arrangements to/from training.
- Completed station audits
Custoner Service Coordinator
Frontier Airlines
Las Vegas
- Coordinated with team members to resolve passenger issues effectively.
- Assisted in onboarding new customer service representatives.
- Trained staff on airline policies, procedures, and systems.
- Developed training materials for ongoing employee education sessions.
- Oversaw daily operational functions
- Relief Supervisor when necessary
Cross-utilized Agent
Frontier Airlines
Omaha
- Assisted with passenger check-in and boarding procedures.
- Managed luggage handling and ensured timely delivery.
- Communicated flight information to passengers effectively.
- Operated baggage handling systems during peak hours.
- Ensured compliance with safety and security regulations.
- Facilitated smooth transitions between flights for passengers.
- Collaborated with crew to enhance customer service experience.
- Handled customer problems with knowledgeable, speedy, and friendly service.
- Ensured compliance with safety regulations when handling hazardous materials or equipment.
- Computed and completed aircraft weight and balance documentation using manual or electronic methods.
- Prepared documentation such as manifests, cargo lists, weight and balance calculations.
- Provided support with ticketing and boarding issues, as well as flight changes and cancellations.
- Handled baggage inquiries from customers regarding lost or delayed luggage items.
- Verified passenger identity documents according to government regulations and airline policies.
- Assisted customers in the check-in process, ensuring their flights were properly booked.
- Utilized computer systems to accurately record passenger data into the airline's database system.
- Monitored gate area activities during boarding periods to ensure smooth transitions between flights.
- Processed payments for tickets using various payment methods such as credit cards and cash.
Education
Travel And Tourism
Bryan Travel College
12-2000
High School Diploma -
Hebron High School
Hebron05-2000
Skills
- Customer support
- CRM software
- Effective communication
- Time management
- Analytical thinking
- Teamwork and collaboration
- Self-motivation
- Attention to detail
References
References available upon request.
Timeline
Customer Support Systems Specialist II
Gogo Inc.
05.2018 - 01.2026
System Customer Service Manager
Frontier Airlines
12.2001 - 05.2018
Customer Service / Ramp Supervisor
Frontier Airlines
Custoner Service Coordinator
Frontier Airlines
Cross-utilized Agent
Frontier Airlines
Travel And Tourism
Bryan Travel College
High School Diploma -
Hebron High School