Caitlin Conlon
Lake In The Hills,IL
Summary
Customer-focused communications professional with hands-on experience supporting airline operations and IRROP disruption environments at United Airlines. Experienced in customer outreach, resolving complex issues, and collaborating across teams to address operational challenges. Highly organized and proactive with strong written communication skills and a proven ability to conduct research and deliver timely solutions that improve the customer experience.
Overview
7
7
years of professional experience
Work History
Customer Communication Specialist
United Airlines
Arlington Heights, IL
05.2022 - Current
- Execute timely and accurate customer messaging during IRROP disruptions, ensuring passengers receive clear updates regarding delays, cancellations, and operational events.
- Partner with Network Operations Center (NOC) departments to develop targeted customer messaging related to travel waivers, special IRROP events, airport closures, reimbursement opportunities, and localized operational impacts.
- Help maintain and update customer communications to enhancing operational transparency and customer trust during IRROP disruptions.
- Monitor and interact with AI-driven communication systems to ensure efficient delivery of messaging across hubs and line stations
Social Media and Operational Communications
United Airlines
Chicago, IL
06.2021 - 05.2022
- Resolved customer inquiries and escalated travel issues through United’s social media channels, providing timely solutions related to flight disruptions, refunds, baggage delays, and operational concerns.
- Conducted detailed research into flight disruptions, customer reservations, and operational notations to provide accurate responses and case resolutions.
- Handled escalated customer complaints, delivering empathetic and solution-focused responses while de-escalating complex customer concerns.
- Collaborated with internal departments to investigate and resolve customer issues while ensuring cases were documented accurately.
Customer Service Representative
United Airlines
Chicago, IL
08.2019 - 06.2021
- Provided frontline customer support for reservations, check-in, baggage services, and special service requests in a fast-paced airport environment.
- Maintained strong working knowledge of United operational policies, systems and procedures, including international travel requirements and special accommodations.
- Communicated flight status updates and operational changes to passengers while managing multiple gate functions and safety procedures.
- Supported on-time departures through coordination with airport teams and adherence to proper gate procedures.
- De-escalated customer concerns and complaints by providing professional, solution-focused service while maintaining a calm and positive demeanor.
Education
Bachelor of Arts - Communications
The University of West Florida
Pensacola, FL12-2018
Associate of Arts -
Elgin Community College
Elgin, IL01-2016
Skills, Systems & Tools
- Experience with Shares, Aero, and SharePoint
- Customer Outreach and Resolution
- IRROPs and Operational Communications
- Written and Verbal Communication
- Team Leadership Support and Collaboration
Timeline
Customer Communication Specialist
United Airlines
05.2022 - Current
Social Media and Operational Communications
United Airlines
06.2021 - 05.2022
Customer Service Representative
United Airlines
08.2019 - 06.2021
Bachelor of Arts - Communications
The University of West Florida
Associate of Arts -
Elgin Community College