Solomon Assefa
St. Louis,MO
Summary
Professional program analyst who excels in delivering actionable insights and driving process improvements. Known for collaborative teamwork and achieving impactful results in dynamic environments. Expertise in data analysis, problem-solving, and program evaluation.
Overview
19
19
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
St. Louis, MO
01.2022 - Current
- Provide onboarding support and peer coaching for new hires to strengthen learning outcomes and role readiness.
- Create and communicate clear instructions, job aids, and process documentation to enable consistent execution.
- Track operational metrics, identify trends, and analyze performance gaps supporting learning program needs.
- Apply cybersecurity and information-systems knowledge (from ongoing MSc studies) to enhance data accuracy, documentation standards, and system-related process improvements.
- Contribute to workflow optimization efforts, training updates, and program rollouts.
- Support team communication, knowledge-sharing practices, and Southwest Culture initiatives.
- Utilize Excel, PowerPoint, and internal systems for reporting, analysis, and training materials.
Instructor — English Language & Linguistics
University
01.2007 - 01.2015
- Designed and delivered undergraduate courses using adult learning methodologies.
- Developed syllabi, assessments, and instructional materials targeting diverse learners.
- Led seminars, writing workshops, and communication skills training.
- Mentored and advised students contributed to curriculum enhancement and academic research.
Education
MSc - Information & Cybersecurity
Regis University
Denver, CO05-2027
MA - General Linguistics
BA - English Language
Skills
- Customer service
- Data & Analytical Skills
- Problem resolution
- Outstanding communication skills
- Learning & Training Design/Instructional Skills
- Technical & Systems Proficiency (LMS / Tools / Software)
- Adaptability & Learning Mindset
Timeline
Customer Service Agent
Southwest Airlines
01.2022 - Current
Instructor — English Language & Linguistics
University
01.2007 - 01.2015
MA - General Linguistics
BA - English Language
MSc - Information & Cybersecurity
Regis University