Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated team player skilled at mediation and conflict resolution. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Hi, I’m
Amanda Ostrander
Leslie,MI
Summary
Overview
13
years of professional experience
Work History
Alaska Airlines
Reservations Supervisor
09.2019 - 04.2025
Job overview
- Led a team of 40+ reservation sales representatives, providing mentorship and training to improve performance.
- Conducted regular one-on-one performance reviews, implementing corrective actions as necessary for continuous improvement.
- Handled escalated customer service issues, resolving conflicts in a manner that maintained guest satisfaction and loyalty.
- Enhanced reservation sales team morale and cohesion, organizing team-building activities and maintaining open communication channels.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Collaborated with HR in administrating leave of absence programs.
- Served as a subject matter expert on disability-related workplace accommodations, providing guidance to employees, managers, and HR partners.
- Acted as a liaison between employees, the Hartford, and internal teams to ensure timely and effective resolution of accommodation and leave requests.
- Maintained accurate documentation and records in accordance with legal and company standards.
AVO Photography, LLC
Owner/Photographer
08.2012 - 08.2021
Job overview
- Developed comprehensive business strategies to enhance customer engagement and drive sales growth.
- Captured high-quality images for diverse clients, ensuring alignment with their vision and expectations.
- Developed creative concepts for photo shoots, enhancing client engagement and satisfaction.
- Utilized advanced editing software to enhance images, maintaining consistency with brand aesthetics across all projects.
- Delivered high-quality images under tight deadlines, demonstrating strong time management skills.
- Managed multiple projects simultaneously by prioritizing deadlines and maintaining excellent organization.
- Assisted clients in selecting poses, wardrobe and backgrounds to photograph different looks, concepts and locations.
- Enhanced client satisfaction through exceptional editing skills, resulting in repeat business and referrals.
Alaska Airlines
Reservation Agent
07.2018 - 09.2019
Job overview
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
Alaska Airlines
Customer Service Agent
02.2015 - 07.2018
Job overview
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Checked in guests and baggage for outbound flights.
- Safely operated airport equipment.
Education
Leslie High SchoolLeslie, MI
High School Diploma
06-1995
University Overview
Skills
- Sharepoint experience
- Knowledge of laws and regulations applicable to leave of absence, FMLA, and ADA
- High attention to details
- Strong problem solving, analytical and decision-making skills
- Ability to maintain confidentiality
- Teamwork and collaboration
- Time management
- Conflict resolution
- Onboarding process
- Creative problem solving
- Training delivery
- Policy interpretation and enforcement
Timeline
Reservations Supervisor
Alaska Airlines
09.2019 - 04.2025
Reservation Agent
Alaska Airlines
07.2018 - 09.2019
Customer Service Agent
Alaska Airlines
02.2015 - 07.2018
Owner/Photographer
AVO Photography, LLC
08.2012 - 08.2021
Leslie High School
High School Diploma
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