Rose Snuffer
Tempe
Summary
Detail-oriented and adaptable operations specialist with over 5 years of experience in technical customer service, live field operations, and cross-functional support in fast-paced environments. Proven track record of optimizing workflows, resolving complex issues in real time, and enhancing operational reliability through data tracking, stakeholder communication, and structured documentation. Experienced with remote support tools, ticketing systems (Jira, CRM, NetTracer), and GSuite platforms. Thrive in dynamic environments that require safety awareness, schedule flexibility, and a commitment to delivering high-quality user experiences.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2027
2027
years of professional experience
Work History
Travel Operations and Logistics Coordinator
JP Morgan Chase
Tempe, AZ
01.2024 - Current
- Managed high-volume travel logistics for elite clients, coordinating 100+ itineraries weekly and ensuring seamless execution of transport, hotel, and flight updates.
- Reduced resolution time for itinerary issues by 40% through proactive monitoring and communication with vendors.
- Provided live support during transit disruptions, successfully resolving 95% of client-impacting cases within 30 minutes.
- Logged and reported client service issues using internal CRM systems, improving insight into recurring disruptions.
- Collaborated with cross-functional service teams to design new workflows improving VIP customer turnaround time.
Field Service and Customer Resolution Agent
Choice Aviation
Phoenix, AZ
2023 - Current
- Supported airport logistics and safety standards during peak travel periods, handling an average of 80+ customer interactions per shift.
- Logged and monitored incident resolutions using digital ticketing tools, maintaining a 98% on-time closure rate.
- Delivered safety briefings and supported mobility needs during tarmac operations and ground service procedures.
- Acted as real-time point of contact for escalated travelers, resolving 90% of service issues on the first contact.
- Collaborated with shift leads to implementing a streamlined recordkeeping process, improving visibility of service timelines.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
Compliance Analyst
Choice Aviation
Phoenix, AZ
2023 - Current
- Audited over 15,000 aircraft maintenance records for compliance with FAA and internal safety standards.
- Entered airframe, engine, and component time data into PMI systems with 99.9% accuracy.
- Detected and corrected 200+ discrepancies in logbook entries, preventing maintenance certification delays.
- Maintained time-sensitive overhaul tracking across 140+ aircraft using custom recordkeeping dashboards.
- Facilitated cross-team audits, supporting readiness for regulatory inspections with zero findings.
- Conducted compliance audits to ensure adherence to regulatory requirements and internal policies.
Baggage Incident Response Specialist
JetBlue
Tempe, AZ
2021 - 2023
- Acted as a central point of escalation for delayed/lost baggage, managing 60+ real-time tickets daily via NetTracer and internal CRM platforms.
- Analyzed root causes in system trends, resulting in a 20% decrease in repeat customer issues through improved workflow guidance.
- Created over 30 custom resolution reports per month for leadership teams, using issue categorization and time-to-resolution metrics.
- Partnered with airport teams and corporate services to ensure safety compliance and timely baggage recovery across multiple regions.
- Streamlined onboarding experience for 3 new hires by providing targeted mentorship and revising SOP documentation to support effective training.
Training and Systems Coordinator
Jetstream
Phoenix, AZ
01.2019 - 01.2021
- Built and executed onboarding programs for 50+ new hires, leading to a 95% pass rate on compliance assessments.
- Designed and deployed quizzes to measure retention, resulting in a 25% improvement in training effectiveness.
- Liaised with operations to integrate training feedback into standard workflows, enhancing task clarity and accountability.
- Monitored adherence to training timelines, reducing scheduling delays by 30% over a 5-month period.
- Drafted process documentation used across field teams for standardized remote troubleshooting.
Education
Associate of Arts - Arts And Humanities
Chandler, Community College
Chandler, AZSkills
- Remote Assistance Systems & Micro-Mobility Ops
- Field Testing, Deployment, and Live Incident Support
- Jira, NetTracer, Salesforce CRM, Slack, Google Suite (Docs, Sheets, Calendar, Forms)
- Technical Documentation & Workflow Creation
- Issue Reporting, Root Cause Analysis, Resolution Metrics
- SQL (basic), GSheets Analytics, Process Automation (in support roles)
- POS System Familiarity Strong Client-Facing Communication
- Valid Driver’s License Comfortable operating e-bike in urban traffic & night conditions
- Customer service customer focus
Timeline
Travel Operations and Logistics Coordinator
JP Morgan Chase
01.2024 - Current
Training and Systems Coordinator
Jetstream
01.2019 - 01.2021
Field Service and Customer Resolution Agent
Choice Aviation
2023 - Current
Compliance Analyst
Choice Aviation
2023 - Current
Baggage Incident Response Specialist
JetBlue
2021 - 2023
Associate of Arts - Arts And Humanities
Chandler, Community College