Lauren Rawlings
Orlando,FL
Summary
I have extensive experience in customer service and satisfaction including in-person, call center systems and digital service chat. I am also experienced with administration software and tasks, able to establish priority within a project without sacrificing attention to detail and have a capacity to extend into other positions and departments while managing an increase in responsibilities. I am proficient with data analysis, creating documentation for interdepartmental training, and adapting to the evolving needs of my team and company. I can confidently work remotely in various conditions and environments including high-stress situations. I am comfortable working independently or in team collaboration with concise communication and active contribution. I strive to uphold my team and personal success with critical thinking, integrating new ideas and maintaining a positive work environment.
Overview
13
13
years of professional experience
Work History
Crew Scheduling I & Crew Scheduling II
Spirit Airlines
01.2021 - 05.2026
- Daily management and analysis of flight networks and crew member schedules to maintain flight and crew coverage.
- Performed time-sensitive updates during high-demand irregular operations while maintaining morale with crew members.
- Coached and assisted team members to correct errors, answer contractual queries, audit reports for quality execution.
- Maintained excellent contract and system knowledge, highly proficient in relevant duties and adapting to ongoing changes.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Crew Pay Specialist
Spirit Airlines
01.2019 - 01.2021
- Audited payroll and schedules for crew members via software, identifying and correcting errors in system records.
- Communicated with crew members via phone and email to resolve active issues and advise on contractual details.
- Worked closely with other departments to update advanced personnel files and issue corrective checks.
- Developed and implemented streamlined operational procedures to enhance efficiency and customer satisfaction.
- Led cross-functional teams to drive initiatives that improved service delivery and operational effectiveness.
Virtual Executive Assistant
Zirtual
01.2017 - 01.2019
- Managed executive calendars and scheduled meetings to optimize time management and efficiency.
- Conducted HR-related processes by interviewing and recruiting candidates for healthcare staffing.
- Coordinated travel arrangements, ensuring seamless logistics for domestic and international trips.
- Developed and maintained filing systems to enhance document retrieval and organization.
- Screened personal and business calls and directed to appropriate party.
Dispatch & Administrative Assistant
3 Step Collections
01.2013 - 01.2017
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Built training documentation unique to the office location and trained new hires for office expansion and structuring.
- Created routes for field technicians, identified and recorded surrendered equipment, tracked metrics for local office.
- Coordinated office operations to enhance workflow efficiency and support team productivity.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Education
Bachelor of Arts - English
University of Minnesota
Minneapolis, MN05-2011
Skills
- Data Processing and Analysis
- Remote Work
- Detailed Report Auditing
- Customer Service & Satisfaction
- Hiring, Training and Coaching
- Scheduling
- Team Management
- Procedural Documentation
- Problem Solving
- Presentation
- Project Review
- Office Administration
Technical Experience
- Microsoft 365: Word, Excel, Outlook, Teams, PowerPoint, and Power BI
- Commercial scheduling: CrewTrac, FLICA, Movement Manager and SkySpeed
- Administrative: Realtime, Agilis, Avionte, Ultipro, ELP, Adobe Acrobat, Trello, Slack, Zoom
- Billing, payment and customer service: CSG, CMS, Cable Data, Einstein, Finesse, Quiq bot
Timeline
Crew Scheduling I & Crew Scheduling II
Spirit Airlines
01.2021 - 05.2026
Crew Pay Specialist
Spirit Airlines
01.2019 - 01.2021
Virtual Executive Assistant
Zirtual
01.2017 - 01.2019
Dispatch & Administrative Assistant
3 Step Collections
01.2013 - 01.2017
Bachelor of Arts - English
University of Minnesota