Caleb Jones Email & Phone Number

United States

Partner with Assaia's airline and airport customers to ensure they're optimizing delay reduction, safety awareness and turnaround efficiency by effectively and successfully using Assaia’s revolutionary ApronAI, Turnaround Control, Stand Manager and the rest of our suite of products.

Seattle, Washington, United States

- Manages escalated incidents by leveraging partners across the enterprise, engaging vendors and consulting with retail leadership to provide end-to-end resolution.- Exercises best practices in de-escalation that enhance and grow the value of the brand, uses forward-thinking solutions and technology to deliver the Starbucks Experience in a timely manner, while analyzing and communicating the root-cause of customer complaints to leadership. - Provides end-to-end investigation to resolve the highest level of customer care issues pertaining to experiences with our brands, including claims of discrimination & harassment, mitigating contacts before they reach Risk or Legal, and personal injury or property damage, among others.- Consults with all levels of retail leadership (from Store Manager to Senior Vice President - US operations) to advise and make decisions on escalated issues impacting customers and the business - Serves as a key stakeholder in cross-functional crisis management - Resolves customer issues on behalf of the executive leadership team- Crafts messaging for escalated issues to be delivered by retail leadership - Uses expertise in multiple systems to research, troubleshoot and provide issue resolution - Works cross-functionally with our stakeholders, including but not limited to: Public Affairs, Risk, Legal, Ethics & Compliance, Campaign Managers and PRMs to ensure alignment on processes and communication to customers - Analyzes emerging issues and recommends solutions to improve the customer experience and reduce future contacts - Advises and participates on project teams and task forces for special projects. Assists with testing and implementing new technologies, products, processes, and programs to ensure operational success - Assists in vendor coaching and guidance on behalf of all customer facing Starbucks brands

Seattle, Washington, United States

- Lead team of 100+ frontline customer service and ramp agents- Called on to resolve escalated customer service issues- Conducts operational, safety and customer service audits- Provides coaching, discipline and feedback to frontline employees- Ensures high level and VIP Customers are cared upon- Negotiates and evaluates contracts and service standards with various vendors- Reports operational and safety statistics to senior leadership

Seattle, Washington, United States

- Reviews billing and usage adjustment requests submitted by internal teams on the customer’s behalf and driving them to a satisfactory resolution- Owning escalated billing adjustment requests effectively and performing deep dive analysis- Reports and presents to various internal stakeholders the outcomes of adjustments- Works with other customer support teams to ensure a consistent and high-quality level of support- Partners with support and business teams to understand how customers use AWS services and to educate customers on how different use cases impact their billing- Acts as an advocate for our customers by providing valuable feedback to business and engineering teams on observed areas for improvement concerning AWS products and the overall customer experience- Working closely with Program Managers to drive projects that aim at improving support-related processes and documentation- Identifying and communicating billing adjustment trends to leadership while proactively seeking solutions to customer needs- Assisting with financial reporting on billing adjustments- Works with various levels of leadership both internally and externally to enact best practices and lessons learned to avoid future billing adjustment needs

Seattle, Washington

- Manage airline business travel contracts and portfolio with multiple companies and clients totalling more than $50 million in spend- Ensure that corporate customers are getting value and savings on business travel while maintaining profitability and growth for American Airlines- Responsible for growing and developing current business profile- Ensures high level and VIP Customers are cared upon- Negotiates and evaluates contracts and service standards with various vendors and clients at the C-Suite level- Responsible for generating cross-sell and up-sell opportunities averaging $1.5 million per account- Reports and presents statistics to senior leadership internally and externally- CRM and Salesforce proficient

Seattle, Wa

- Lead team of 100+ frontline customer service and ramp agents- Called on to resolve escalated customer service issues- Conducts operational, safety and customer service audits- Provides coaching, discipline and feedback to frontline employees- Ensures high level and VIP Customers are cared upon- Negotiates and evaluates contracts and service standards with various vendors- Reports operational and safety statistics to senior leadership

Seattle, Wa

- Assisted with planning, executing and managing major bagwell capital improvement plan between Horizon Air and Port of Seattle- Responsible for hiring, coaching, providing feedback, monitoring and discipline ofGround Service Agents- Training, communication and change management process/coordination- Data building, gathering, analysis and report generation- Collaborating with many stakeholders to ensure baggage performance expectations are met- Partners with project team, station employees and vendors through data collection

Greater Seattle Area

- Advocated for customers daily- Investigated complex claims with due diligence- Supported customers via phone and email channels- Provided de-escalation and empathy during sensitive situations- Review flagged profiles, conversations, and reviews- Demonstrated outstanding attention to detail, ownership, and follow-through- Worked with the Trust and Safety Management to suggest policy improvements and tools- This team is working proactively to recognize online and offline risks by performing accountinvestigations and mitigating losses by preventing unwanted activity on the site.- Educating users on how to maintain security and safety, while using Rover responsibly- Actively participate in team activities/meetings by generating ideas and offering solutions toproblems faced.

Seattle, Wa And Newark, Nj

- Empowered employees to make their decision usingcompany customer service standards- Responsible for ensuring and assisting with station compliance, audits and budget- Supervise and drive timeline and regulatory compliance at departure gates- Investigate and report delays and irregular flight activity and determining solutions on how to avoid such delays in the future- Instill Alaska Airlines Safety culture to all of our employees- Ensures employees are following Alaska Airlines policies and procedures as well as living up to ourcustomer service standards- Answer customer complaints and survey comments- Assisting vendor employees when operationally necessary- Drive timeline metrics, motivating vendor employees to meet our metrics- Supervise customer relations including passenger complaints and surveys, special arrangements- Evaluate work performance and provide necessary feedback

Seattle, Washington

Santa Rosa, Ca