Laura Alonzo

Leading a team of 50-55 agents, providing timely feedback to ensure quality assurance. Solution drivin with continued team engagement, holding agent accountability with corrective recommendations. Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently. Maintained compliance with company policies, objectives, and communication goals. Achieved results by working with agents to meet operational goals. Conducted regular reviews of performance and identified areas for improvement.

• Contact Center Operations Specialist temp - 11/21-3/22
• Contact Center Operations Specialist I - 3/22-3/23
• Contact Center Operations Specialist II - 3/23-present

Critical support for call center operations within reservations, customer care, cargo, central baggage and passenger record support. Providing training to new hires within our work group to ensure the efficiency and productivity of our contact centers. Supporting home agents with technical difficulties and reporting outages to ensure trouble tickets are completed. Process staffing adjustments to award time off without pay during overstaffed periods to maximize cost saving efforts. Administer passenger notifications and flight re-accommodations for SOC during irregular operations. Monitor all call, chat, queue volumes and adjust staffing levels to meet the operational needs. Report to call center leadership with the daily operational updates.

Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction. On call rotation available 24/7 as a liaison for corporate communications. Successfully produced social care manual along side policy and procedures for publishing. Participating in daily operation, providing analytical results for daily statistics. Emergency response trained in the event of a crisis to support family members who may have been effected. Ensured consistency in content and tone to optimize social media accounts. Collaborated with marketing team to identify positive or negative customer feedback regarding media content. Performs DOT social care evaluations to ensure team compliance. Resolving complex guest incidents and GIT activation when necessary.

Supporting all social media outlets by responding quickly to guests needs with resolving complaints pre and post flight. Ability to assist reservations with pre-flight questions. Trained to support baggage department with existing baggage claims. Creating reports with social activity, daily flight operations and trending posts that could cause threat to the company brand. Proficient in multitude of online programs to support daily operation.

Supporting all post travel by providing accurate information with creative resolutions to guest inquiries, complaints, and requests for assistance. Efficiently taking incoming calls in a timely manner. Educating guests about marketing promotions and program benefits. Maintains records of guests problems and reports that information to appropriate areas for correction. Identifies problems, which may be critical to web site operation. Providing knowledge to guests regarding mileage activity.

On call Supervisor. Completing shift reports, audits, scheduling shift assignments for teammates. Creating and conducting weekly station briefings. GSC certified. Creating the "WOW" with out of the box customer service. Holding responsibility in the heart of it all, the "Operations Office". Coordinating with fuelers, ramp team, gate team, supervisors, baggage service, pilots, ACC and OCC headquarters. Providing accurate coding for delays. Scheduling gates with ETD and ETA. Clear communication with Flight Crew. Consistently expediting on-time departures.

Front office support, including greeting patients/visitors, responding to telephone and in-person requests. Data entry for electronic file systems and paper files. Provide necessary supplies, support and assistance to medical staff and patients. Assisting patients with nutritional recommendations, myofascial release treatment, verified x-ray technician and patient intake reporting.