Enma S. Attias
Gold Canyon,AZ
Summary
Highly analytical and solution-oriented Customer Operations Specialist with 16 years of continuous experience managing complex accounts, high-stress problem resolution, and regulatory compliance. Proven expertise in resolving 45+ critical technical system escalations per shift and managing high-volume data entry with 100% accuracy. Adept at translating complex policies into clear, empathetic solutions for customers during critical events. Ready to bring exceptional crisis management, billing audit precision, and top-tier service to the Salt River Project (SRP) team.
Overview
9
9
years of professional experience
Work History
System Support Center Supervisor Trainee
American Airlines
10.2024 - Current
- Directly manage and mentor a team of 12 system support coordinators across multiple airport locations and stations.
- Audit and enforce operational compliance standards, ensuring all distributed station employees strictly meet regulatory requirements.
- Oversee continuous training deployment, tracking curriculum completion to guarantee 100% of personnel remain current on evolving technical protocols.
System Support Center Supervisor
American Airlines
08.2022 - 10.2024
- Successfully managed the transition and merge of the call center's primary telephony infrastructure, migrating operations from Genesys to Amazon Connect.
- Minimized downtime and operational disruption during the cloud phone system migration through structured agent training and real-time troubleshooting.
- Supervised call center personnel using both contact center platforms to track performance metrics and maintain strict service level agreements (SLAs).
- Engineered optimized shift schedules for the department, balancing agent coverage with call volume spikes to minimize customer wait times.
- Aligned day-to-day team operations with overarching corporate and departmental goals through targeted coaching and performance reviews.
System Support Service Agent Representative
American Airlines
03.2017 - 08.2022
- Delivered rapid-response technical troubleshooting and system support utilizing SABRE and DEKS to resolve complex infrastructure and application issues.
- Maintained peak individual metrics regarding first-contact resolution, customer satisfaction, and call handling efficiency.
Education
High School Diploma -
Santa Clara school
Skills
- Bilingual Fluency
- Cross-Cultural Communication
- Translation & Interpretation
- Customer Retention
- Conflict Resolution
- Escalation Management
- Team Mentorship
- Process Optimization
- Quality Assurance
Timeline
System Support Center Supervisor Trainee
American Airlines
10.2024 - Current
System Support Center Supervisor
American Airlines
08.2022 - 10.2024
System Support Service Agent Representative
American Airlines
03.2017 - 08.2022
High School Diploma -
Santa Clara school