DENIESE RIVERA
Shoreline
Summary
Dedicated Alaska Airlines professional with 8 years of progressive experience across Reservations, Customer Service, and Pilot Crew Scheduling. Proven ability to lead, coach, and support teams in fast paced, safety-sensitive operational environments.
Experienced in FAR 117 compliance, CBA interpretation, irregular operations and cross department communication with NOC.
Currently serving as a Pilot Crew Scheduling Trainer with a strong commitment to improving performance, building team capability, and supporting operational reliability.
Seeking an 89 Day Temporary Supervisor Pilot Crew Scheduling role with the long term goal of continuing to grow within leadership at Alaska Airlines.
Overview
9
9
years of professional experience
Work History
Pilot Crew Scheduler & Scheduling Trainer
Alaska Airlines
01.2021 - Current
- Lead and train new Pilot Crew Schedulers, providing curriculum, coaching, performance guidance, and real-time support.
- Ensure FAR 117 compliance and adherence to company policy, safety standards, and CBA regulations
- Monitor, resolve, and document irregular operations, including delays, legality issues, flight disruptions, and pilot inquiries.
- Partner with NOC, Flight Ops, Training, ALPA, and leadership to provide solutions, improve processes, and support pilots
- Act as a resource for contractual interpretation and operational decision-making.
- Support atmospheres of inclusion, reliability, professionalism, and communication within the team.
- Demonstrate accountability, high-pressure decision-making, and strong organizational judgment.
Customer Service Agent & Newhire Coach
Alaska Airlines
01.2019 - 01.2021
- Delivered frontline customer service while maintaining safety, compliance, and operational reliability.
- Coached new hire CSAs on procedures, performance standards, and customer-focused service delivery.
- Developed strong communication, adaptability, and service/recovery strengths in a high-pressure environment.
Reservations Agent
Alaska Airlines
01.2017 - 01.2019
- Supported guests across the Alaska Airlines network with reservations, ticketing, schedule changes, and fare assistance.
- Achieved performance goals in quality, accuracy, call handling, and customer satisfaction.
Education
Associate of Arts - Elementary Education
Skills
- FAR 117 Compliance
- Operational Decision Making
- NOC Collaboration
- CBA Interpretation
- Training & Curriculum Development
- Coaching
- Leadership Support
- Irregular Operations Handling
- Attention to Detail
- High-Pressure Problem Solving
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Communication
- Safety Mindset
ALASKA LEADERSHIP VALUES
Embody Alaska’s values — own safety, do the right thing, be kindhearted, deliver performance, and be remarkable.
Timeline
Pilot Crew Scheduler & Scheduling Trainer
Alaska Airlines
01.2021 - Current
Customer Service Agent & Newhire Coach
Alaska Airlines
01.2019 - 01.2021
Reservations Agent
Alaska Airlines
01.2017 - 01.2019