Summary
Overview
Work History
Education
Skills
Timeline
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William Armstrong

Phoenix

Summary

Experienced workforce management and customer service professional with a proven track record of delivering operational excellence in fast-paced contact center environments. Skilled at real-time monitoring, staffing adjustments, and service level optimization to achieve business goals. Strong communicator with expertise in problem-solving, decision-making, and customer advocacy.

Overview

8
8
years of professional experience

Work History

Operations Workforce

Piedmont Airlines
09.2024 - 03.2025
  • Monitored service levels and station performance in real-time to ensure operational efficiency.
  • Adjusted staffing plans and coordinated with operations teams to meet service level targets.
  • Provided real-time decision-making to resolve operational issues quickly.
  • Delivered performance reports and insights to enhance operational outcomes.

Lead Overnight Ops/Reservation Agent

United Airlines
10.2023 - 04.2024
  • Resolved passenger conflicts involving reservations, cancellations, and rerouting.
  • Provided escalation support for service representatives and managed complex customer issues.
  • Delivered solutions to customer inquiries during high-stress situations to maintain satisfaction.
  • Monitored agent performance and adherence to service level agreements.

Customer Operations Representative Lead

Southwest Airlines
02.2022 - 08.2023
  • Delivered top-tier customer service via phone and reservation systems.
  • Handled domestic and international reservations using Sabre and Amadeus CRM.
  • Managed customer interactions to meet service levels and efficiency targets.
  • Identifies operational gaps and recommended improvements to enhance service delivery.

Insurance Sales Agent

Auto Club of Southern California
09.2017 - 04.2019
  • Assisted customers with insurance and membership products.
  • Reviewed insurance applications and ensured accuracy and completeness.

Premium Support Specialist Autonomous

Uber Technologies
  • Provide high quality customer support both verbal and written
  • Deliver high customer satisfaction and demonstrate empathy while solving customer concerns as efficiently, politely, and professionally as possible
  • Highly motivated problem solver with an ownership mentality.
  • Be An Owner. Passionate and self-driven, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You have the initiative to solve problems on your own.
  • Willing to go above and beyond in an effort to deliver a world-class customer experience.
  • Work on both phone and ticket-based cases and resolve escalations

Education

Diploma -

North Technical High School
01.2004

Cisco Computer Systems Certification -

Skills

  • Workforce Management
  • Real-Time Monitoring
  • Multi-Channel Communication
  • Problem Solving
  • Conflict Resolution
  • Scheduling
  • Staffing Adjustments
  • CRM Systems
  • WFM Systems
  • Data Analysis
  • Performance Reporting
  • Predictive Analysis
  • Descriptive Analysis
  • Decision-Making
  • Operational Efficiency
  • Process Improvement
  • Microsoft Office Suite
  • Google Suite
  • Excel
  • Pivot Tables
  • Data Visualization
  • Strong Written Communication
  • Strong Verbal Communication
  • Coaching
  • Performance Management

Timeline

Operations Workforce

Piedmont Airlines
09.2024 - 03.2025

Lead Overnight Ops/Reservation Agent

United Airlines
10.2023 - 04.2024

Customer Operations Representative Lead

Southwest Airlines
02.2022 - 08.2023

Insurance Sales Agent

Auto Club of Southern California
09.2017 - 04.2019

Premium Support Specialist Autonomous

Uber Technologies

Diploma -

North Technical High School

Cisco Computer Systems Certification -

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William Armstrong