Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Volunteer Work
Timeline
Generic

Elizabeth Smith

San Antonio,TX

Summary

Effective leader with extensive experience at United Airlines, specializing in team leadership and operational oversight. Proven track record in mentoring frontline staff, enhancing service quality, and improving operational efficiency. Strong communication and problem-solving skills and ability to foster collaboration with stakeholders to achieve shared objectives. Recognized for consistently promoting high customer satisfaction and maintaining a robust safety record.

Overview

9
9
years of professional experience
1
1
Certification

Work History

AO Supervisor

United Airlines
San Antonio, TX
09.2023 - Current
  • Provide leadership and oversight to front-line employees in Union environment.
  • Experience working at a diversion station and diversion planning.
  • Focus on developing the skills of frontline employees, with the goal of delivering excellent customer service and providing a quality product.
  • Ensure consistency on operational service.
  • Identify issues and engage in structured problem solving.
  • Conduct investigations as appropriate.
  • Key Liason for United Club SAT.
  • Participate and lead collateral projects.
  • Provide front-line employees with regular mentoring, feedback, and recognition.
  • Partner with vendors and other key stakeholders to define and address performance that impacts our shared goals.

Customer Service Representative

United Airlines
San Antonio, TX
11.2021 - 09.2023
  • Temporary Assignment; upgraded to AO Supervisor for PHX station from July to September 2023.
  • Graduated from Ascend Leadership Program, enhancing leadership capabilities.
  • Trained new agents in ticket counter operations and departure gate procedures.
  • De-escalated customer concerns, ensuring high levels of satisfaction.
  • Assisted customers with check-in and boarding processes efficiently.
  • Handled delayed and damaged baggage inquiries, providing timely solutions.
  • Maintained productive relationships with staff, fostering a collaborative environment.
  • Operated the jet bridge safely and efficiently.

Customer Service Agent

Unify / Alaska Airlines Contract
San Antonio, TX
04.2021 - 11.2021
  • Assisted customers with check in and boarding process.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted customers with delayed and damaged baggage
  • Operated Jet Bridge efficiently and safely.

Office Manager

MEB Brown Financial LLC
Del Rio, TX
05.2016 - 04.2020
  • Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
  • Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays.
  • Automated office operations by managing client correspondence and data communications.
  • Coordinated onsite training events with outside vendors and online webinars.
  • Collaborated with administrative support to oversee calendars and prioritize meetings and appointments.
  • Evaluated office processes to report opportunities for improvement to leadership.
  • Used judgment and initiative in handling confidential matters and requests.
  • Attended and participated in continuing educational programs to optimize job performance.
  • Implemented and maintained company protocols to facilitate smooth daily activities.

Education

College Courses - Business Management

Roane State Community College
Harriman, TN

College Courses - Business and Legal Studies

Knoxville Business College
Knoxville, TN

Skills

Union relations

Performance metrics

Project management

Team building

Leadership development

Conflict resolution

Microsoft Office proficiency

Shares and JET systems expertise

Volare and Discovery knowledge

MAPP device proficiency

Certification

  • CPR Certified
  • OSHA 10
  • Trained Member of the Special Assistance Team (Emergency Response)
  • Qualified Complaint Resolution Official (CRO)
  • Qualified Ground Security Coordinator (GSC)
  • Certified LOSA Observer and Trainer
  • Customer Service Representative Ticket Counter and Gate
  • Baggage Service Office Representative
  • Station Operations Representative
  • Jet Bridge Operator/ Trainer
  • Enrolled and an active participant of the Leadership Academy

Accomplishments

  • Completed Leadership Credential 1
  • Participating in a "Supervisor Focus Group" partnering with chosen high performing Supervisors from other stations led by the Director of Customer Service-Airport Operations with the goal of focusing on Supervisor duties and training.

Volunteer Work

  • Active Member of U Impact
  • Adopt A Spot ; United Airlines Volunteer Opportunity; Event Participant
  • Sleep in Heavenly Peace; United Airlines Volunteer Opportunity; Event Participant
  • Elf Louise Gift Wrapping; United Airlines Volunteer Opportunity; Event Participant
  • St. Mary's Food Bank; September of Service United Airlines Volunteer Opportunity; Event Organizer and Participant
  • Active Volunteer for San Antonio Pet's Alive
  • Active Volunteer for Charming Pets Rescue
  • Past Volunteer for Aid for Victims of Hurricane Harvey
  • Past Volunteer for Del Rio Food Bank

Timeline

AO Supervisor

United Airlines
09.2023 - Current

Customer Service Representative

United Airlines
11.2021 - 09.2023

Customer Service Agent

Unify / Alaska Airlines Contract
04.2021 - 11.2021

Office Manager

MEB Brown Financial LLC
05.2016 - 04.2020

College Courses - Business Management

Roane State Community College

College Courses - Business and Legal Studies

Knoxville Business College

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