Eric Graham
Seattle,WA
Summary
Dynamic operations supervisor recognized for driving efficiency in high-pressure settings. Successfully coordinated teams to enhance service delivery, mentor staff, and resolve escalated guest issues, resulting in improved customer satisfaction and operational metrics.
Overview
10
10
years of professional experience
Work History
Station Operations Supervisor
Alaska Airlines
Seattle, USA
08.2024 - 05.2026
- Directed daily station operations in high-volume environment, coordinating frontline teams to ensure smooth, timely service delivery.
- Supervised and developed employees by setting clear expectations, providing performance feedback, and offering real-time operational support.
- Coordinated staffing and workflow alongside cross-functional communication to effectively address changing operational demands.
- Resolved complex guest concerns and service disruptions with professionalism, sound judgment, and a strong focus on service recovery.
Lead Customer Service Agent
Alaska Airlines
Seattle, USA
12.2022 - 07.2024
- Coordinated ticketing, boarding, arrival, and scheduling operations while directing team workflow to enhance customer service.
- Led daily team workflow and ensured service continuity through effective frontline leadership.
- Mentored customer service agents, providing best-practice training and operational support to improve service delivery.
- Investigated delays and irregular operations, communicated updates, and helped implement solutions that minimized customer impact.
Customer Service Agent
Alaska Airlines
Seattle, USA
02.2022 - 11.2022
- Delivered responsive, empathetic service in a fast-paced environment while assisting customers with ticketing, boarding, travel changes, and general inquiries.
- Collaborated with team members and operational partners to ensure seamless communication and consistent daily service.
- Earned recognition for reliability, composure, and strong interpersonal skills, leading to promotion within first year.
Small Business Virtual Consultant
AT&T
Bothell, USA
01.2016 - 01.2021
- Developed and launched company's first virtual small-business consulting program to adapt to remote service demands during COVID-19.
- Managed consultative relationships with small business customers, identifying needs and recommending tailored products and services to enhance customer satisfaction.
- Established credibility and rapport quickly, contributing to improved customer retention and strengthened long-term client relationships.
- Used Salesforce CRM to manage accounts, opportunities, pipeline activity, and follow-up communication.
Education
Bachelor of Science - Fashion Merchandising & Marketing
University of North Alabama
Florence, AL05-2011
Skills
- Station Operations Oversight
- Staffing & Workflow Coordination
- Guest Experience Management
- Service recovery
- Process Improvement
- Operational Performance Analysis
- Cross-Functional Leadership
- Customer service
- Conflict Resolution
Timeline
Station Operations Supervisor
Alaska Airlines
08.2024 - 05.2026
Lead Customer Service Agent
Alaska Airlines
12.2022 - 07.2024
Customer Service Agent
Alaska Airlines
02.2022 - 11.2022
Small Business Virtual Consultant
AT&T
01.2016 - 01.2021
Bachelor of Science - Fashion Merchandising & Marketing
University of North Alabama