• Awarded competitive "Southwest Champion" in Q3 2022 for spearheading team member engagement project impacting 5K+ frontline employees across 5 regions by overseeing entire project scope for a team of 10• Analyzed NPS and employee satisfaction survey scores to identify key improvement areas, resulting in implementation of 5 Hospitality Roadshows• Coordinated and executed Hospitality Roadshows; day-long trips to meet with operational and front-line leaders and team members; increased NPS 2% as direct result• Liaised with 2 departments (Flight Attendants, Customer Service Reps) to develop and implement strategies to refine internal and external hospitality experiences; collaborate with 5+ cross-functional teams• Led development of 2023 hospitality workflow strategy implementation to enhance onboarding experience for all new hires company-wide; coordinating project scope with 9 department representatives

• Won Hospitality Specialist FT offer for internship success; oversaw programs for Flight Attendants, Customer Service Reps, and Pilots company-wide; selected to backfill Engagement Analyst role concurrently• Created Employee Journey presentation for Senior Leadership to improve team member engagement experiences; analyzed 55K+ data points to develop reports; won project funding approvals for each proposal• Analyzed "Hospitality Voice of the Customer" dashboard to identify discrepancies; compiled results into comprehensive deck and presented to Senior Leadership and Partners monthly and quarterly

• Developed plan to evaluate status of hospitality secret shopper program and presented strategy to executive leadership to identify impact on 2020 annual operational performance• Assessed the value of secret shopper program through feedback from operational leaders to improve program management and hospitality measurement• Managed multiple tasks, including volunteer communications, and assisted with production of Hospitality Summits to ensure seamless execution of each event