Aimee Oldenburg

Handling Customer inquires and complaints. Handling phone calls daily and also assist with the SWA CS&S Help Desk where I assist other CS&S Reps with questions on policy and procedures. Proficient in all associated work programs such as Altea, TLC, Cirrus, RefundPro, SWABank and SmartClixx. I was selected to participate in a six month project on loan with the Customer CARE Standards and Communications Team responsible for creating informative posts and providing updates on policy changes in Atlas as needed.

Employee Engagement Responsible for Awards/Recognition programs to ensure timely commendations to communicate Employee Value,and drive engagement. Planned and participated in high-profile Recognition events. Represented the Culture & Engagement Team in the C360/Salesforce Project to streamline the transition of Employee commendations from TLC to Salesforce. Led the Culture & Engagement Team's Time to Commend Six Sigma Project to streamline the processing of 7,000 monthly commendations, reducing a 90-day backlog to a one-week turnaround. Managed Intern Program, leading 3 Interns per semester. Managed Team metrics and reporting. Liaison between the Culture & Engagement Team and Technology (Cirrus &TLC Teams. Collaborated on our Best Practice Guide to optimize training and Teamwork Flow. Wrote and edited Recognition Communication on behalf of Executives, Team Leadership, and the Corporate Office.

Provided outstanding service to external Customers, resolving Customer complaints and inquiries. Represented Customer Relations Company wide. Proficient with many internal systems, Such as: Remedy, Sabreview, Qik Res, Ticketless, Aim, and Flight Tracking.Administrative duties as assigned.

Provided excellent and accurate quality service to external Customers while booking reservations and providing general flightinformation. Administrative duties as assigned.