Monika Lagolago
Federal Way,Washington
Summary
Customer service and operations professional with a strong background in guest support, team leadership, and instructor-led training. Brings hands-on experience managing multiple flight load plans, resolving guest concerns, and supporting new hires through clear communication, calm service recovery, and operational standards.
Overview
2
2
Languages
6
6
years of professional experience
Work History
Customer Service Agent
Alaska Airlines
SeaTac, Washington
07.2022 - Current
- Lead Customer Service Agent
- Supported agents by de-escalating difficult guest situations and resolving conflicts.
- Managed multiple responsibilities in fast-paced, dynamic environment while developing on-the-spot solutions.
- Managed multiple areas of the operation.
- Monitored up to 5 flight load plans simultaneously, assessing cargo details, passenger numbers, baggage counts, and aircraft weight and balance.
- AOCS Training Delivery Instructor
- Facilitate instructor-led training programs for AAG employees focused on preparedness, customer service superiority, owning safety, and company policies.
- Delivered engaging training programs with hands-on scenarios to enhance the skills of adult learners and operational teams.
- Collaborate with leadership teams to educate recently hired employees on the AAG culture, operational standards, and performance expectations.
- Utilize strong communication skills to create a positive learning environment
Night Auditor
Sonesta Hotels
Renton, Washington
01.2026 - 09.2026
- Audited nightly folios and balanced guest accounts using hotel property systems.
- Processed reservations, check-ins, and check-outs during overnight guest service.
- Reconciled cash drawers and credit card transactions with accounting records.
- Resolved guest questions and escalated service issues with calm professionalism.
- Prepared front desk reports for Sonesta Hotels morning shift handoff.
- Maintained well-stocked and presentable complimentary food and beverage station.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
Mail Clerk & Handler
United States Postal Service
06.2020 - 01.2022
- Prepared outgoing mail for dispatch following United States Postal Service procedures.
- Organized outgoing mail for dispatch, including arranging for pickup or delivery by the postal service.
- Sorted incoming mail using USPS routing standards and delivery codes.
- Distributed letters, parcels, and accountable mail to proper stations.
- Assisted customers with postal inquiries, forms, and package claims.
Education
Bachelors of Arts degree - Interdisciplinary Studies, History and Education
Northwest University
Kirkland, WA04-2020
High School Diploma -
Franklin Pierce High
Tacoma, WA06-2016
Skills
- Reservation systems
- Customer relations
- Guest service recovery
- Staff training
- Team leadership
- Conflict resolution
- Effective communication
- Cultural awareness
- Relationship building
- Service-oriented self-starter
Languages
English
Professional
Samoan
Professional
Timeline
Night Auditor
Sonesta Hotels
01.2026 - 09.2026
Customer Service Agent
Alaska Airlines
07.2022 - Current
Mail Clerk & Handler
United States Postal Service
06.2020 - 01.2022
Bachelors of Arts degree - Interdisciplinary Studies, History and Education
Northwest University
High School Diploma -
Franklin Pierce High