Lauren Albright
Glendale,AZ
Summary
Forward-thinking team leader with experience across multiple Ground Ops departments skilled at operating efficiently to meet goals. Documented strengths in building and maintaining relationships with diverse range of stakeholders in a dynamic, fast-paced environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Manager Customer Service
Southwest Airlines
04.2023 - Current
- Oversaw frontline leaders and team members in multiple areas of Ground Ops including Command Center, Below Wing and Above Wing.
- Coached frontline supervisors on best practices for concourse management and coaching of agents.
- Conducted in-depth fact findings and research to ensure accountability of operational team members and identification of opportunities for procedural improvements.
- Directed station activities while leading the Command Center and effectively communicated with NOC, Tech Ops, and Station Leadership during Irregular Operations.
- Coordinated with Supervisors in the Command Center to ensure staffing needs of the operation are met and frontline team members are prepared to meet customer needs.
- Conducted regular evaluations of team member performance to identify areas for improvement, implement necessary changes, and provide career development guidance.
- Identified non-compliance in HazMat Reporting and developed new procedures to bring station back into compliance.
Customer Service Supervisor
Southwest Airlines
09.2019 - 04.2023
- Oversaw frontline agent staffing levels during system-wide operational challenges to ensure needs of the operation and customer were both met.
- Coordinated with Command Center Managers for staffing and operational planning.
- Filled the Command Center Manager role during vacancies and meetings to maintain integrity of station operations.
- Led Ramp, Ops and Customer Service teams during closing and overnight periods that had no senior leadership on shift.
- Successfully solved complex problems with minimal resources and minimal supervision.
- Coached peers and frontline agents through complex problems and irregular operations.
- Built relationships with peers and agents across multiple departments.
Customer Service Agent
Southwest Airlines
09.2018 - 09.2019
- Assisted customers with check-in, ticketing, and bags
- Assisted customers with ticket changes during irregular operation
- Assisted customers with filing lost/delayed/damaged bags reports
- Answered customers’ questions and addressed problems and complaints in person.
- Trained new hire agents during their initial On-the-Job Training.
Customer Service Agent
Piedmont Airlines Inc
06.2015 - 05.2018
- Acted as Manager in Training from October 2016 to March 2018
- Served as subject matter expert on QIK for fellow coworkers
- Trained new hire agents during their initial On-the-Job Training.
- Regularly handled irregular operation situations
- Mentored fellow coworkers during PSS transition
- GSC and CRO certified
Education
Bachelor of Arts - Interdisciplinary Arts and Sciences
Arizona State University
Tempe2016
Skills
- Team player
- Adaptable
- Organized
- Safety-oriented
- Excellent judgment
- Personable
Recognition
- Star of the Month: Customer Service Agent - April 2019
Certification
- Certified Yellow Belt, Lean Six Sigma: December 2020
- Certified White Belt, Lean Six Sigma: January 2020
Timeline
Assistant Manager Customer Service
Southwest Airlines
04.2023 - Current
Customer Service Supervisor
Southwest Airlines
09.2019 - 04.2023
Customer Service Agent
Southwest Airlines
09.2018 - 09.2019
Customer Service Agent
Piedmont Airlines Inc
06.2015 - 05.2018
Bachelor of Arts - Interdisciplinary Arts and Sciences
Arizona State University