Alexis King
Dallas,TX
Summary
Strategic communications and Customer experience professional with extensive experience supporting large-scale operational communications at Southwest Airlines. Skilled in developing proactive messaging strategies, advising Leadership during operational disruptions, and collaborating across Departments to deliver clear, Customer-focused communication. Lean Six Sigma Yellow Belt certified with a strong background in crisis communication, stakeholder engagement, and operational messaging strategy.
Overview
10
10
years of professional experience
Work History
Proactive Customer Engagement Specialist
Southwest Airlines
Dallas, USA
05.2021 - Current
- Develop and deliver proactive Customer communications during operational disruptions, ensuring clear messaging and a positive Customer experience during irregular operations.
- Prepare communication summaries and messaging recommendations for Leadership during operational disruptions.
- Create and publish Dynamic Waivers and Travel Advisories on Southwest’s external website to provide timely updates during delays, cancellations, and weather events.
- Support Emergency Response and irregular operations by summarizing operational updates and recommending Customer communication strategies and accommodations.
- Participate in cross-functional operational briefings and provide subject-matter expertise on Customer messaging and service recovery solutions.
- Collaborate with multiple Departments to implement communication initiatives that improve Customer transparency and operational response.
- Recommend solutions that maintain brand trust while balancing operational constraints and Customer expectations.
Customer Relations Senior Representative
Southwest Airlines
Dallas, USA
02.2016 - 05.2021
- Managed complex Customer communications involving escalations, service recovery, and high-priority travel situations.
- Provided specialized support for Preferred Customers, government officials, and complex travel scenarios requiring strategic resolution.
- Served as an escalation specialist and hotline resource for frontline Representatives, providing guidance on communication strategies and resolution approaches.
- Selected to participate in the Spring Talent Management Program, recognizing Leadership potential and high performance.
- Participated in testing new operational tools and assisted in developing updated procedures and communication guidance for Department implementation.
Education
Bachelor of Arts - Mass Communication, Broadcast Journalism
University of Southern Mississippi
Hattiesburg, MSSkills
Strategic Communications
Crisis & Operational Messaging
Stakeholder Engagement
Leadership Communication Support
Customer Experience Strategy
Cross-Functional Collaboration
Operational Communications
Process Improvement
Lean Six Sigma Methodology
Microsoft Office Suite
Alteryx
Tableau
Quickbase
Timeline
Proactive Customer Engagement Specialist
Southwest Airlines
05.2021 - Current
Customer Relations Senior Representative
Southwest Airlines
02.2016 - 05.2021
Bachelor of Arts - Mass Communication, Broadcast Journalism
University of Southern Mississippi