Alexandria Vega

• Streamlined system troubleshooting processes by reducing downtime through proactive issue resolution, automation, and efficient help desk ticket management. Responded to emergency situations such as network outages and system failures with urgency, minimizing disruptions and ensuring minimal downtime for users.
• Refined data reporting processes by improving decision-making efficiency and reducing manual reporting time. Collaborated with cross-functional teams to troubleshoot software and platform issues, ensuring seamless system performance and enhancing the user experience.
• Provided technical support by conducting user training sessions on software applications and IT best practices. Aided in the development of IT policies, procedures, and documentation, while also creating knowledge base articles to empower users with self-service resolution for common issues.
• Planned and executed technology projects including system upgrades and migrations, serving as a liaison between end-users and third-party vendors. Collaborated on process improvement initiatives, enhancing departmental efficiency and optimizing workflows to support organizational goals.

Accomplishments

• Achieved a high rate of corrective results by using Excel Pivot Tables to analyze and resolve CGM errors on customer accounts.
• Achieved contract compliance by using rate plan audits to verify customers are on the correct plan.
• Achieved efficient resolution of a high volume of customer escalations by using the Jira ticketing system.
• Achieved improved process clarity and training efficiency by using Knowledge Base to create articles for various departments on procedures and best practices.

• Streamlined onboarding processes and designed a comprehensive onboarding program, reducing new hire integration time by 30% while ensuring adherence to company regulations and providing new Enrollment Representatives with a clear understanding of policies and processes across platforms.
• Implemented compliance investigation processes that improved audit readiness, reduced policy violations by 25%, and conducted routine internal audits to assess compliance with company and FCC regulations. Ensured internal policies were up-to-date and adhered to industry standards, supporting regulatory adherence and operational efficiency.
• Oversaw daily department operations, optimizing workflows, managing department reporting, and driving process improvements. Applied strong leadership skills to increase team productivity, set clear expectations, and maintain a positive work environment that reduced employee turnover and fostered a culture of excellence.
• Provided continuous training and mentoring to staff, including conducting performance evaluations, guiding professional development plans, and collaborating with other departments to achieve organizational goals. Adapted internal processes and training materials based on feedback to enhance compliance efficiency and ensure smooth task completion.

Accomplishments

• Achieved a 30% reduction in new hire integration time by introducing streamlined onboarding processes for employee onboarding tasks.
• Achieved improved audit readiness and reduced policy violations by 25% by introducing compliance investigation processes for internal audits.
• Achieved clearer understanding of company policies by introducing a comprehensive onboarding program for new Enrollment Representatives.
• Achieved enhanced compliance and regulatory adherence by introducing routine internal audits for assessing FCC regulation compliance.
• Achieved increased team productivity and reduced turnover by introducing mentorship and clear workflows for team development and staff management.

Streamlined record-keeping and document processing workflows, reducing turnaround time and ensuring accurate management of court files for all arrestable offenses. Maintained organized records of all incoming and outgoing documents, processed case-related notices, warrants, summons, and writs, and ensured proper action was taken through critical thinking and attention to detail.

Ensured compliance with legal and financial regulations by improving audit readiness, maintaining accuracy in court records, and safeguarding sensitive criminal division information. Managed confidential data in compliance with relevant statutes, rules, and procedures, ensuring full adherence to legal requirements.

Utilized multitasking and collaboration skills to manage multiple priorities, improving workflow efficiency while aiding customers across various communication channels. Reduced errors in data entry and consistently met deadlines for case preparation and docket management, demonstrating exceptional attention to detail and maintaining high-quality standards.

Accomplishments

• Achieved enhanced record-keeping efficiency by introducing streamlined document processing workflows for managing court records and case files.
• Achieved improved audit readiness and compliance by introducing document management systems for ensuring accuracy and adherence to legal and financial regulations.
• Achieved reduced errors in data entry and ensured confidentiality by introducing automated data entry tools for managing sensitive criminal division information.

• Assisted thousands of passengers daily, ensuring seamless navigation through customs, gates, and baggage claims while providing exceptional customer service. Guided passengers through airport procedures and resolved inquiries with professionalism and accuracy.
• Specialized in international arrivals operations, efficiently handling diplomatic entries and aiding United Nations liaison travelers. Excelled at resolving customer inquiries regarding Customs and Border Patrol processes, ensuring a smooth and efficient experience.
• Provided outstanding customer service by assisting travelers with a wide range of airport procedures, from customs to baggage claims, ensuring timely and accurate resolutions to inquiries. Delivered a high level of service, particularly in handling complex cases involving diplomatic and international passengers.

Accomplishments

• Achieved seamless passenger navigation by introducing efficient tracking systems for customs, gates, and baggage claim tasks.
• Achieved smooth international arrivals handling by introducing specialized protocols for diplomatic entries and UN liaison travelers.
• Achieved improved customer service efficiency by introducing streamlined communication tools for managing passenger inquiries and airport procedures.

• Coordinated and optimized dispatch operations by managing resource allocation, ensuring efficient workflows, and improving customer satisfaction through prompt response times and timely deliveries. Led a team in resolving service inquiries and escalations while ensuring compliance with IAC letter requirements, including manifesting, billing, and international shipment documentation.
• Managed data capturing for inbound and outbound airway bills while collaborating with drivers and personnel to schedule work orders, refine dispatch processes, and reduce response times. Monitored real-time GPS systems to track deliveries and ensured prompt customer follow-ups for international recoveries, including securing payment and customs clearance.
• Functioned as the main point of contact for customer inquiries and complaints, guiding teams through high-pressure situations and improving order fulfillment efficiency. Delivered timely solutions to complex customer issues, resolved escalated concerns, and consistently maintained a professional demeanor while managing high call volumes and enhancing customer loyalty.

Accomplishments

• Achieved optimized dispatch operations by using the advanced option in the real-time GPS system for monitoring deliveries and resource allocation.
• Achieved faster response times and enhanced customer satisfaction by introducing a team collaboration platform for resolving service inquiries and escalations.
• Achieved accurate documentation for shipments by introducing automated data capturing tools for managing inbound and outbound airway bills.

• Refined supply chain operations by improving shipment tracking, streamlining inventory management, and enhancing coordination between vendors and transportation teams. This resulted in a 25% reduction in delivery delays, increased efficiency, and significant cost savings.
• Managed billing inquiries by processing payments, refunds, adjustments, and account updates while efficiently coordinating order fulfillment, including shipment tracking, returns, and exchanges. Proactively followed up with customers to ensure satisfaction and resolve escalated complaints by identifying root causes and implementing effective solutions.
• Maintained strong client relationships through regular communication, excellent problem-solving, and written communication skills. Recognized as a top performer for consistently high customer satisfaction ratings, managing high call volumes with professionalism, and supporting team success during peak periods.

Accomplishments

• Achieved a 25% reduction in delivery delays by refining supply chain operations for shipment tracking and inventory management tasks, improving efficiency and cost savings through better coordination between vendors and transportation teams.
• Achieved high customer satisfaction by managing billing inquiries for payment processing, refunds, adjustments, and account updates, while efficiently coordinating order fulfillment and resolving escalated complaints through proactive follow-ups and root cause analysis.
• Achieved top performer status by maintaining strong client relationships for customer service tasks, resolving issues with professionalism, managing high call volumes, and consistently exceeding expectations in customer satisfaction ratings during peak periods.

• Provided exceptional customer service by assisting passengers with check-in, boarding, and resolving inquiries, while managing escalated issues and complex complaints with professionalism. Supported misconnect and rerouted passengers during irregular operations, ensuring smooth travel experiences and issuing travel and hotel vouchers as needed.
• Managed daily operations for 1,500–3,000 outbound passengers, collaborating with cross-functional teams to resolve issues promptly and ensure customer satisfaction. Mentored new representatives on standard operating procedures and troubleshooting protocols, improving team efficiency and service quality.
• Ensured compliance with FAA, airport, and company regulations by conducting internal audits and demonstrating a strong commitment to safety. Stayed updated on industry trends, product features, and policies through ongoing training, contributing to a positive work environment through effective communication and teamwork.

Accomplishments

• Achieved smooth airport experiences for passenger check-in, boarding, and inquiry resolution tasks.
• Achieved improved customer satisfaction for managing escalated issues and providing expert product knowledge under pressure.

• Streamlined planning operations and optimized inventory management, reducing delays and improving supply chain efficiency by 30%. Managed over 400 employees at Newark station and 100 at Dulles station, ensuring proper staffing, scheduling, and efficient daily operations across departments.
• Strengthened vendor partnerships and implemented cost-saving strategies, leading to increased operational performance and reduced expenses. Developed strong relationships with key suppliers, airport officials, and regulatory bodies like the FAA and CBP to ensure compliance with IATA regulations both domestically and internationally.
• Led FAA and CBP hub audits, successfully recovering over $800,000 in missing cargo. Developed and standardized CSI training procedures, recognized as the first Vendor Partner Champion for Customer Service Investigator by United Cargo, and implemented quality control measures to reduce product defects and damage.
• Oversaw daily office and warehouse operations, optimizing warehouse layout and storage processes, conducting regular audits to prevent stock discrepancies, and ensuring efficient inventory management. Reviewed and improved operating procedures, supported shipment records, and enhanced workflow efficiency, reporting accuracy, and cost management.

Accomplishments

• Achieved enhanced warehouse productivity and minimized downtime by introducing workflow management tools for staff coordination and operational oversight tasks.
• Achieved compliance with IATA regulations by introducing relationship management tools for coordinating with key suppliers and airport officials during facility audits.
• Achieved optimized staffing and scheduling efficiency by introducing workforce management for coordinating over 400 employees at Newark and 100 employees at Dulles stations.
• Achieved enhanced workflow efficiency and management by introducing process optimization for reviewing operating procedures, supporting shipment records, and streamlining demand planning, purchasing, and logistics tasks.