Florence Maukoloa
Summary
Results-oriented aviation professional with over 10 years in customer service and team leadership. Currently a Customer Service Lead at Alaska Airlines PDX, with experience as a Station Supervisor. Expertise includes airline operations, employee coaching, conflict resolution, and safety compliance. Committed to fostering teamwork, enhancing customer experiences, and optimizing airport operations.
Overview
22
22
years of professional experience
Work History
89-Day Temporary Station Supervisor
Alaska Airlines
Portland, Oregon
04.2026 - 07.2026
- Successfully completed a second leadership assignment within a few months apart based on demonstrated performance and leadership capability.
- Supported station management in achieving operational and customer service goals.
- Coordinated flight schedules and gate assignments for optimal efficiency.
- Ensured compliance with safety regulations and operational procedures.
- Assisted in developing new processes or procedures for improving efficiency at the station.
89-day Temporary Station Supervisor
Alaska Airlines
portland , OR
10.2025 - 01.2026
- Oversaw daily station operations and irregular operations, employee performance, and operational compliance.
- Coordinated staffing, customer service, and safety initiatives.
- Collaborated with cross-functional teams to maintain operational excellence.
Customer Service Lead
Alaska Airlines
portand, OR
01.2022 - Current
- Lead daily operations and support frontline employees in delivering exceptional customer service.
- Resolve customer concerns and implement service recovery solutions.
- Coach and mentor team members while promoting safety and service standards.
- Coordinate operational activities to ensure safe efficient, and on-time performance.
Office Manager
F&L Quality Concrete
portland , OR
08.2004 - 01.2022
- Develop and manage employee work schedule, monitor availability, align labor resource with project needs to ensure on-time completion.
- Enforce job site safety standards and professionalism across all projects to maintain a safe and compliant work environment.
- Maintain accurate records including contracts, client information, permits, and other company documentation.
- Prepare detailed job proposals, respond to customer inquiries via phone and email, and provide professional follow-up to secure and retain business.
- Conduct on-site assessments and negotiate job estimates to ensure accuracy, profitability, and customer satisfaction.
- Perform site visits to supervise work and ensure quality workmanship,
Education
Diploma - Aviation Studies
The International Air And Hospitality Academy
Vancouver, WA12-2002
Skills
- Airline operations
- Operations management
- Ramp operations
- Regulatory compliance
- Workforce planning
- Cross-functional collaboration
- Team leadership
- Conflict resolution
- Service recovery
- Customer Engagement
- Time management
- Communication & Interpersonal Skills
Key Achievements
- Selected for two 89-day Temporary Station Supervisor assignments within a couple month's apart at Alaska Airlines PDX, demonstrating strong leadership potential and operational expertise.
- Successfully led frontline teams in a fast-paced airport environment while maintaining high standards of customer service, safety and operational performance.
- Leveraged more than 10 years of customer service and office management experience to support operational goals and improve team performance.
Leadership Highlight
Proven ability to independently run Alaska Airlines PDX station operations during irregular operations (IROPs), successfully coordinating frontline teams, managing customer recovery efforts, resolving operational disruptions, and ensuring safe and efficient flight operations.
Timeline
89-Day Temporary Station Supervisor
Alaska Airlines
04.2026 - 07.2026
89-day Temporary Station Supervisor
Alaska Airlines
10.2025 - 01.2026
Customer Service Lead
Alaska Airlines
01.2022 - Current
Office Manager
F&L Quality Concrete
08.2004 - 01.2022
Diploma - Aviation Studies
The International Air And Hospitality Academy