Scott Mccaslin Email & Phone Number

Seattle, Washington, United States

Oversees call center systems, real-time operation for our call center locations (Reservation offices, Customer Care, Cargo, Central Baggage System and Passenger Record Support), and first level support for all of our home agents.Oversees day-to-day technical and workforce planning through monitoring and adjusting staffing levels and management of key technical systems to meet daily, weekly, and monthly key performance indicators (KPI’s).Collaborates with Systems Operations Control (SOC) to ensure timely notification to all impacted customers during irregular operations through outbound notification messaging.Administers the flight re-accommodation tool to provide timely passenger protection and notification for guests impacted by delayed or canceled flights.Provides first-level response to call center system outages and issues and notifies ITS and appropriate vendors to ensure trouble tickets are opened and tracked.Provides first-level support and troubleshooting for home agent technical difficulties.Serves as the communication focal point and ensures the call center leadership team is aware of all service-impacting issues and actions taken to correct performance.Effectively communicates irregular operations, processes, and technical issues that impact the call center agent function.Determines when to enact the call center irregular operational plan to accommodate extreme technical or operational issues.Partners with the Workforce Planning team to make real-time adjustments to call volume and handling time forecasts and to ensure staffing level is appropriate for unforeseen changes.Maximizes cost savings by administering staff adjustments (SA) to award time off without pay during overstaffed periods.Closely monitors call/chat/queue volumes and adjusts staff appropriately to meet the operational needs.Provides daily operational report to Call Center Leadership.Activates call center emergency plan in the event of an aircraft emergency.

Kent, Washington

Kent, Washington

Responsible for assisting customers with travel requests by answering incoming calls and matching the features and benefits of Alaska Airlines to the needs of the passengers.Answering customer's inquiries regarding all aspects of their travel on Alaska Airlines or one of our travel partners.Ability to handle customer questions, complaints, and inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first call resolution.Assisting customers with technical website and mobile navigation needs.Making new reservations and change existing reservations on scheduled domestic and international flights.

Kent, Washington

Pullman, Wa

Led scout team which supported women's basketball. Prepared women's team for upcoming opponents, ran drills and participated in open gyms.

Kent, Washington

Assisted marketing director in promotion and marketing research projects for local sports arena and concert venue. Managed 3-on-3 basketball tournament with over 600 participants.

North Bend, Washington