Bobbi Hejl

• Collaborated with Crew Chiefs to guarantee on-time performance through efficient and safe bag loading.
• Conducted regular audits of customer service operations to maintain safety standards across teams.

• Cultivated strong relationships with team members and managers to foster a productive work environment.
• Participated in hiring events to select qualified candidates for Reservations.
• Monitored new team members' progress and provided coaching during probationary periods.
• Tracked attendance and performance levels for probationary employees, issuing necessary feedback.
• Supported new hire community in achieving goals through regular 3- and 5-month reviews.

As a System Customer Service Manager at IOC I worked directly with our airport agents as an advocate for our passengers during irregular operations, we focus on making sure our passengers are taken care of. I would advocate for extra sections or rescue flights to make sure our customers get to where they need to be.

• Assisted customers in real time through social media channels, including Twitter and Facebook.
• Supported team communications at IOC & HDQ1 with a flexible 24/7 schedule.
• Engaged in brand protection efforts to uphold company reputation.
• Provided product support and customer profiling for enhanced service delivery.

• Managed escalated passenger calls, achieving balanced resolutions for passengers and company.
• Provided policy and procedure support to Reservations Representatives and Airport Agents.
• Monitored call quality and ensured compliance with AA policies.

• Resolved travel-related issues for top-tier frequent flyers through effective and creative problem-solving.
• Collaborated with various departments to enhance customer satisfaction.
• Guided representatives in navigating computer systems for improved efficiency.
• Documented customer resolutions accurately to maintain comprehensive records.