Responsible for the performance of multiple frontline contact center teams who provide world class hospitality to internal and external Customers via phone, email, chat, and social media.

Support a team of Representatives, Specialists, and Leaders who provide world class hospitality to our Customers via email, phone, and social media on behalf of the Executive Offices.

Business support functions for Customer Relations & Rapid Rewards Operations, including Customer Advocacy, Projects, Reporting, Knowledge Management, and Proactive Customer Service.

Partnered with Technology and other Departments to help launch International service at Southwest Airlines.

Develop, analyze and execute customer service airport policies and operational standards.Identify functionality and usability gaps in existing frontline technology resulting in enhanced automation and service efficiencies.Manage Certified Instructor program, executing bi-annual conferences for 250+ instructors focusing on policy review, ensuring timely completion of training and consistent application of company and regulatory policies. Accountable for interpreting and executing DOT regulations and ensuring company-wide compliance.Selected as Project Improvement Leader for Customer Service Department, taking key leadership role in developing and implementing streamlined initiatives, strengthening inter-departmental operations.Established and maintain three internal company websites delivering critical regulatory and performance information.Successfully coordinate and administer upgrades to airport reservations and check-in systems.

Effectively trained and facilitated diverse audiences in regulatory and company policies and computer programs. Designed lesson plans, courseware and support materials to enhance learning and comprehension.Defined roles and training requirements for station Certified Instructor program.

Provided superior customer service while expanding skills in airline operations.Demonstrated leadership skills by training new employees and planning teambuilding activities.

Formulated policy manual and curriculum, resulting in higher participant satisfaction and increased employee accountability. Established processes to track and report program outcomes and evaluations.Managed team of 20 involving interviewing, hiring, training, motivating, conflict resolution and review process.Demonstrated ability to plan and establish a new program from concept to successful achievement.

Coordinated 5 new in-store branch openings, including interviewing, hiring, training and establishing goals.Organized grand opening events involving local ratio and tv stations.Recognized for superior knowledge and performance leading to special assignments.