Alesia Culpepper

Houston,TX

Overview

years of professional experience

Work History

BAGGAGE RESOLUTION CALL CENTER TEAM LEAD

UNITED AIRLINES

Houston, TX

01.2011 - 07.2020

Monitored daily service level to maintain 85% or higher, talk times, and call work times to consistently achieve company goals.
Oversaw team of 90+ agents focused on baggage related calls.
Handled advanced issues with calm, knowledgeable and professional approach.
Assisted supervisors by providing status and performance reports to provide information on areas for improvement.
Effectively managed high-volume of inbound and outbound customer calls using Egain Computer Software.
Ensure high staff productivity and morale through new hire/ recurrent training, coaching, and leadership domestic and global.
Processed monetary claims and requested compensation.
Reviewed the monthly customer complaints report to assign accountability for each entity of the airline.

SYSTEM BAGGAGE SPECIALIST

CONTINENTAL AIRLINES

Houston, TX

01.1997 - 01.2011

Handled 10 calls per hour to address customer inquiries and concerns.
Transitioned into Team Lead Role for Team Lead outage relief pool.
Assisted the Claims Department with processing claim settlements.
Interfaced with Station Management to resolve customer service concerns and complaints by telephone and email.
Increased customer satisfaction by resolving timely customer baggage issues.
New Hire / Recurrent Training of employees domestic and global.

WEATHER ROOM CLERK

Continental Airlines

01.1996 - 01.1997

Prepared the Pilot's flight manifest for outbound flights.
Cleared general decks for the international flights.
Updated Pilot flight manuals for DOT compliance.

PAWOB CLERK

CONTINENTAL AIRLINES

Houston, TX

01.1985 - 01.1996

Processed reports for the Department of Transportation.
Provided the management team weekly station analysis and goals.

Timeline

BAGGAGE RESOLUTION CALL CENTER TEAM LEAD

UNITED AIRLINES

01.2011 - 07.2020

SYSTEM BAGGAGE SPECIALIST

CONTINENTAL AIRLINES

01.1997 - 01.2011

WEATHER ROOM CLERK

Continental Airlines

01.1996 - 01.1997

PAWOB CLERK

CONTINENTAL AIRLINES

01.1985 - 01.1996

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