Elizabeth Austin
Solana Beach,CA
Summary
Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Offering one year of experience in Airline Industry.
Overview
12
12
years of professional experience
Work History
Airline Customer Service Agent
Southwest Airlines
06.2023 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
- Maintained calm under pressure while managing stressful situations involving delayed or canceled flights.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Fostered a welcoming environment at the gate area by engaging in friendly conversations with travelers and attending promptly to their concerns.
- Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
High School Principal
Foundation for Hispanic Education, Roberto Cruz Leadership Academy
07.2022 - 06.2023
- Public Charter School focused on the whole child, social justice, and culturally relevant curriculum and instruction.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
Assistant Superintendent of School Leadership and Accountability and District Title IX Coordinator
Riverview Gardens School District
07.2021 - 07.2022
- Increased K-12 and Alternative School attendance, achievement and graduation rates moving the district toward regaining accreditation
- Supervision and development of 13 principals, nine assistant principals and alternative school director through observation, coaching and mentoring resulting in increased student engagement and active participation
- Developed and implemented a new principal evaluation tool based on student academic growth, and culture and climate resulting in a student centered and culturally relevant
- Initiated district restorative practices initiative resulting in increased pro-social interactions among students.
Superintendent
Riverview Gardens School District
10.2021 - 11.2021
- Took on role within four months of onboarding after superintendent's unexpected early retirement
- Led culture and climate shift at central office during uncertain transition period resulting in a smooth transition
- Held town hall to increase stakeholder engagement and dialogue between district and community resulting in increased community and student voice
- Engaged all district stakeholders in a listening and learning tour to identify the needs of students, teachers, support staff, principals, all classified staff and community stakeholders resulting in a more responsive district office
- Negotiated mental health days for all district employees for COVID service relief resulting in increased staff morale.
Complex Academic Officer
Hawaii Department of Education
01.2019 - 01.2021
- Provided leadership to principals to increase achievement and close the achievement gap, in alignment with the district’s vision and strategic direction for district principals and school teams, to advance curriculum, instruction and professional development
- Led comprehensive school improvement with principals, teachers and district support personnel to develop and implement focused complex (district) and school academic plans
- Reformed model of professional development delivery based on data-driven school needs
- Coached, mentored and supported Comprehensive Schools for Improvement CSI/TSI school principals to develop and implement plans which increased achievement, graduation rate and attendance
- Development and implementation of school support structures and systems, and the feeder pattern to increase achievement, graduation rate and attendance.
Assistant Superintendent of School Leadership
Kansas City Public Schools
01.2017 - 01.2019
- Provided leadership to principals to increase achievement and close the achievement gap while facilitating leadership and vision, strategic direction in curriculum, instruction, professional development with an intentional focus on CSI schools
- Part of the instructional leadership team to increase systemwide student achievement in reading and math to historic levels, leading to district accreditation
- Most improved APR rate in Kansas City Public Schools’ history (from 58 to 82.9 percent)
- Provided monthly professional development/support of first year and assistant principals
- Job-embedded principal/coach utilizing cognitive coaching strategies and instructional feedback for teachers and teams
- Project management of system-wide standard operating procedure of school year opening resulting in increased interdepartmental and cross department communication and effectiveness.
Principal
Montclair Elementary School, Oakland, CA Unified School District
01.2016 - 01.2017
- Full implementation of professional learning communities to increase student engagement resulting in increased student achievement
- Full implementation of common core enrichment wheel providing time for PLCs to analyze data and plan for increasing student achievement causing students to receive differentiated instruction
- Provided instructional leadership for culturally responsive teaching and to combat implicit bias resulting in an all-inclusive school culture and climate
- Collaborated with Urban League, NAACP and Anti-Defamation League facilitating multi-faceted conversations around equity, resulting a more inclusive community.
Principal
Soledad High School, Soledad Unified School District
01.2013 - 01.2016
- Reorganization of comprehensive high school into four CTE/Pathway Academies: ninth grade house, health and public services, agriculture and STEAM
- Increase course offerings, access and academic success in Advanced Placement earning the honor of College Board Advanced Placement Honor Roll School 2015
- Redesign of counseling department roles and responsibilities
- Increased student support and intervention options for “wrap-around” student support
- Successful implementation of 1:1 technology for students; iPads for 1,500 students
- Implementation of facilitative teaching strategies to increase student engagement and active participation using adaptive schools and College Board Advanced Placement
- Use of instructional rounds protocol to increase teacher implementation of active participation and engaging teaching strategies
- Successful completion of WASC self-study, earning six-year accreditation status
- Designed and implemented new teacher professional development.
Education
Urban Leadership EdD -
University Missouri Kansas City
Administrative Credential -
California State University
Master of Arts - Learning and Instruction
California State University San Marcos
Ryan Multiple Subject Teaching Credential -
San Diego State University
Bachelor of Arts - Liberal Studies Option II
San Diego State University
Skills
- Customer Relations
- Cultural Awareness
- Baggage handling
- Airline Policies
- Strong empathy
- Stress Tolerance
- Exceptional communication
- Social Perceptiveness
- Customer Service
- Critical Thinking
- Creative Thinking
- Problem-Solving
- Active Listening
Relatedexperience
- District Secondary Literacy Curriculum Council support programs chair, 01/01/02, 12/31/06
- Consultant, American Institute for Research National Standards Assessment, 01/01/05, 12/31/10
- Consultant, Seven-Habits of Highly Effective People, 01/01/01, 12/31/15
- GATE Coordinator, SMMS, 01/01/00, 12/31/03
- Master Teacher, California State University, San Marcos, 01/01/95, 12/31/05
Personal Information
Title: Equity, Excellence and Access Champion
Timeline
Airline Customer Service Agent
Southwest Airlines
06.2023 - Current
High School Principal
Foundation for Hispanic Education, Roberto Cruz Leadership Academy
07.2022 - 06.2023
Superintendent
Riverview Gardens School District
10.2021 - 11.2021
Assistant Superintendent of School Leadership and Accountability and District Title IX Coordinator
Riverview Gardens School District
07.2021 - 07.2022
Complex Academic Officer
Hawaii Department of Education
01.2019 - 01.2021
Assistant Superintendent of School Leadership
Kansas City Public Schools
01.2017 - 01.2019
Principal
Montclair Elementary School, Oakland, CA Unified School District
01.2016 - 01.2017
Principal
Soledad High School, Soledad Unified School District
01.2013 - 01.2016
Urban Leadership EdD -
University Missouri Kansas City
Administrative Credential -
California State University
Master of Arts - Learning and Instruction
California State University San Marcos
Ryan Multiple Subject Teaching Credential -
San Diego State University
Bachelor of Arts - Liberal Studies Option II
San Diego State University
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