Ashley McPeak
Stillwater
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor - Stillwater Regional Airport
Envoy Air Inc.
05.2024 - Current
- Perform regular station audits on a daily, monthly, and bi-annual basis, reviewing operational performance, safety protocols, and regulatory compliance, ensuring quality control and operational consistency.
- Manage and update the Internal Control Manual for the station, enforcing best practices to mitigate risks, improve internal processes, and ensure adherence to financial and operational policies.
- Managed a team of 18 employees, ensuring that all operational goals and company metrics were consistently achieved through effective coordination, resource allocation, and performance monitoring.
- Train new agents to perform job requirements safely, efficiently, and professionally, ensuring a smooth onboarding process and consistent adherence to company standards.
Customer Service Agent - Stillwater Regional Airport
Envoy Air Inc.
06.2021 - 05.2024
- Directed a team through a comprehensive TSA Search Audit, ensuring adherence to all federal regulations and company policies, resulting in zero non-compliance issues or penalties.
- Recognized as Employee of the Month on three separate occasions for demonstrating superior work ethic, meeting deadlines, and consistently achieving top performance standards.
- Demonstrated continuous learning and adaptability in the fast-paced airline industry, consistently excelling in new roles, improving skills, and contributing to team success despite rapid changes in regulations and operational procedures.
Education
Associate in Science - Business Administration
Northern Oklahoma College
Tonkawa, OK05.2017
Bachelor of Science - Management Information Systems
Oklahoma State University
Stillwater, OK05.2022
Skills
- Team leadership
- Regulatory compliance coordinator
- Project Management
- Clear verbal communication
- American Airlines Quik
- American Airlines ACE
- Tableau proficiency
- C# programming
- Website development using HTML
- SQL Server management
- Proficient in Visual Studio
- Analytical problem-solving
- Prioritization and scheduling
- Customer support
- Strong organizational skills
- Effective workload management
Certification
- American Airlines - Customer Service Agent Training November 2021 - Dallas, TX
- American Airlines - Ground Security Coordinator Training March 2024 - Dallas, TX
- American Airlines- Compliance Coordinator Training May 2024 - Dallas, TX
- American Airlines - Care Training August 2024 - Dallas TX
Timeline
Customer Service Supervisor - Stillwater Regional Airport
Envoy Air Inc.
05.2024 - Current
Customer Service Agent - Stillwater Regional Airport
Envoy Air Inc.
06.2021 - 05.2024
Associate in Science - Business Administration
Northern Oklahoma College
Bachelor of Science - Management Information Systems
Oklahoma State University