Summary
Overview
Work History
Education
Skills
Volunteer Experience
References
Timeline
Generic
Berkeley Hill

Berkeley Hill

Provo

Summary

Everyday I Write The Book

Overview

21
21
years of professional experience

Work History

Guest Communications

Breeze Airways
04.2023 - Current


  • Write clear, concise, accurate, and friendly notifications to Guests regarding their flights.
  • Send flight-level notifications to support BTS, operations, and Airports.
  • Work closely with the Guest Ops and IOCC teams to support operations.
  • Monitor IOCC communications and flights in NOC for potential issues.
  • Update GET Team Members and stations with guest options and resources.
  • Answer Breeze's public social media Guests with kindness and creativity, and situational awareness.

Guest Empowerment Team Leader

Breeze Airways
08.2021 - 04.2023
  • Optimize the performance and engagement of the Team Members
  • Offer feedback for development in an environment that allows Team Members to flourish
  • Create opportunities for Team Member growth.

Guest Empowerment Team Member

Breeze Airways
03.2021 - 08.2021
  • Empowered Breeze Guests to help themselves using the technology already in the palm of their hand
  • Crafted Seriously Nice responses to frequently asked Guest questions.

Social Media Support

JetBlue
10.2018 - 03.2021
  • Engage in public conversation with customers over Twitter and Facebook
  • Craft appropriate responses reflecting JetBlue’s style and brand
  • Assist customer reservations with disability-related SSR codes
  • Deescalated customer complaints regarding their JetBlue experience
  • On-point GIF usage.

Reservations Crew

JetBlue
07.2017 - 10.2018
  • Answered calls via telephone regarding general information about airline travel
  • Assisted JetBlue customers with making and changing reservations
  • Resolved general customer service concerns.

Social Media Manager

Rocco & Roxie Supply Co.
10.2016 - 07.2017
  • Composed and managed all social media material for Rocco & Roxie Supply Co
  • Promptly responded to customer comments, questions, and complaints
  • Copywriting and product research.

Supervisor

BYU Campus Information Services
01.2006 - 01.2010
  • Planned and executed BYU Operator Retreats
  • Conducted weekly team meetings for a group of operators
  • Updated and maintained our many campus databases
  • Fielded complaints about our service
  • Enforced office policies and procedures.

Operator

BYU Campus Information Services
12.2003 - 01.2006
  • Answered phones for BYU-related questions
  • Assisted callers with applications and registration to BYU
  • Assisted faculty with placing international calls.

Education

Bachelor of Arts - English

Brigham Young University
Provo, UT
04.2010

Skills

  • Substantive and copy editing: proofreading, document design and layout
  • Social Media Management
  • Computers Skills: Microsoft Word, PowerPoint, Excel, Dreamweaver, Navitaire, Gladly
  • Foreign Language Fluency: German
  • Backup personality hire

Volunteer Experience

The Church of Jesus Christ of Latter-day Saints, Hamburg, Germany, 05/2006, 12/2007

References

  • Morgan Magleby, CEO, Rocco & Roxie, (801) 369-1882
  • Laura Herring, Owner, Dave’s Self Storage Center, (801) 427-1437
  • Kaitlin Jensen Bean, BYU Campus Operators, (801) 422-7385

Timeline

Guest Communications

Breeze Airways
04.2023 - Current

Guest Empowerment Team Leader

Breeze Airways
08.2021 - 04.2023

Guest Empowerment Team Member

Breeze Airways
03.2021 - 08.2021

Social Media Support

JetBlue
10.2018 - 03.2021

Reservations Crew

JetBlue
07.2017 - 10.2018

Social Media Manager

Rocco & Roxie Supply Co.
10.2016 - 07.2017

Supervisor

BYU Campus Information Services
01.2006 - 01.2010

Operator

BYU Campus Information Services
12.2003 - 01.2006

Bachelor of Arts - English

Brigham Young University

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