SUPERVISOR | ALASKA AIRLINES | JUN 2022- CURRENT-Supervise and develop contact center agents through effective performance management and ongoing feedback focusing on delegation, coaching, growing and developing the team for capacity and growth, managing performance of individuals in executing tasks, and time management.-Influence culture of the contact center through action, presence, and reinforcement of behaviors.-Monitor and coach agents to adhere or exceed contact center objectives and standards.Train, mentor, and assist agents to.ensure accuracy and performance.· Resourceful and knowledgeable of current policies and procedures· Asses escalated and positive calls and respond accordingly· Must be flexible, patient, positive, committed, supportive and knowledgeableLEAD INSTRUCTOR | ALASKA AIRLINES | SEPT 2017 – SEPT 2018, AND FEB 2021-JUN 2022· Facilitate New Hire and other various AD HOC training classes as needed· Communicate work performance or attendance concerns with the leadership team· Tasked with creating/updating standard operating procedure for future instructors· Updated and maintained current training materials for New Hire, Rates, Inside Sales Desk, and Commercial Desk · Communicate and coordinate with other departments throughout the system to stay consistent and efficientCOURSE DESIGNER | ALASKA AIRLINES | SEPT 2017-CURRENT· Work closely with Contact Center Director, Managers, and Supervisors to create an engaging and sustainable curriculum.· Collaborated cross divisionally with Policy and Procedure and the Contact Center Training Content Developers to ensure accuracy and aligned with company goals.· Initially designed as an optional refresh class. Positive feedback from agents, leads, and management are evolving into mandatory training across all reservation contact centers.TEMPORARY SUPERVISOR | ALASKA AIRLINES | MAR 2019-JUN 2019· Monitor and coach agents to adhere or exceed contact center objectives and standards.· Modified approach for Lead Agents to filter escalated call backs before reaching Supervisor level.· Implemented and designed our Guest Generosity program to track agent’s empowerment usage within the Supervisor teams. DEVELOPING EMERGING LEADER PROGRAM | ALASKA AIRLINES | AUGUST 2018-FEBRUARY 2019· Develop leadership skills and enhancing global understanding of our business.· Attend Team meetings and have 1:1 meeting with advisors of the team. · Team Project including research, conference calls, project work, presentation preparation.