Reena Nicolas
Elk Grove,CA
Summary
Accomplished Supervisor at Alaska Airlines, adept in staff management and high-pressure environment management, I led initiatives that significantly enhanced operational efficiency and customer satisfaction. My expertise in compliance, coupled with a proven track record in coaching and mentoring, has driven process improvements and productivity increases, making me a valuable asset to any team. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
11
11
years of professional experience
Work History
Supervisor, Customer Service Operations
Alaska Airlines
11.2022 - 08.2024
- Oversee daily functions at ticket counters and gate stations to ensure policy adherence.
- Directed and supervised a team of 30 employees in daily operations.
- Collaborated with scheduling teams to organize flight schedules and adequate staffing.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Conducted training sessions to enhance employee adherence to safety and operational protocols.
- Represented the company in safety, team, and airport meetings to align operations with organized goals.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Implemented new operational procedures, increasing efficiency.
- Identified needs of customers promptly and efficiently.
- Managed budget for department, ensuring all expenses stayed within allocated funds.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
Lead Customer Service Agent
Alaska Airlines
12.2017 - 11.2022
- Coordinated a team of 25 agents through effective schedule management aligned with flight demand.
- Assisted customers with travel needs, including ticketing, seat assignments, and boarding in a fast-paced environment.
- Developed strategies and initiatives to improve overall customer satisfaction levels.
- Ensured accurate flight preparation through seat assignments, passenger loads, and upgrades.
- Managed daily operations related to providing exceptional service experiences for customers.
- Trained new staff on customer service processes and policies.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Provided guidance and support to junior members of the team.
- Created detailed reports on team performance and submitted them to management regularly.
Operations Agent
Aviation Port Services
11.2016 - 11.2017
- Conducted interviews for potential hires and managed onboarding process
- Entered flight data into internal systems and communicated with captains via air-to-ground radios
- Ensured the safe weight and balance of aircraft for operational readiness
Customer Service Agent
Hainan Airlines
10.2014 - 11.2016
- Assisted passengers with ticket processing, baggage check-in, and document verification for international travel
- Coordinated flight preparations, including special meal requests and seat assignments
- Managed cargo reporting and communicated passenger information to Customs and Border Patrol
Barista
Just Below (SJSU)
08.2013 - 10.2014
- Prepared beverages and food orders efficiently, ensuring high customer satisfaction
- Gained experience in cash handling, customer interaction, and adherence to food safety regulations
Education
General Education -
01.2017
High School Diploma -
01.2013
Skills
- Detail-oriented
- Compliance
- Verbal and written communication
- Task prioritization
- Conflict resolution
- Multi-tasking
- High-pressure environment management
- Documentation and reporting
- Schedule development
- Coaching and mentoring
- Policy enforcement
- Staff management
Timeline
Supervisor, Customer Service Operations - Alaska Airlines
11.2022 - 08.2024
Lead Customer Service Agent - Alaska Airlines
12.2017 - 11.2022
Operations Agent - Aviation Port Services
11.2016 - 11.2017
Customer Service Agent - Hainan Airlines
10.2014 - 11.2016
Barista - Just Below (SJSU)
08.2013 - 10.2014
San Jose State University - General Education,
Franklin High School - High School Diploma,
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