Summary
Overview
Work History
Education
Skills
Timeline
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VICTORIA JONES

Summary

Experienced Supervisor and Service Director with a proven track record in managing high-profile customer issues and operational recovery. Adept at overseeing complex flight recovery efforts and collaborating with various stakeholders to implement effective solutions. Skilled in handling escalations, providing high-level customer support, and navigating regulatory compliance. Demonstrated expertise in staff development, program creation, and dynamic scheduling to meet evolving business needs. Known for a strategic approach to problem-solving and a commitment to enhancing customer satisfaction and operational efficiency.

Overview

7
7
years of professional experience

Work History

Supervisor, Solutions and Recovery

United Airlines
02.2023 - Current
  • Managed High-Profile Issue Resolution: Directed recovery efforts for over 150 high-profile customer and flight issues annually. Collaborated with station personnel, Customer Service Solutions Supervisors, Managers, and Solutions Shift Managers to create and execute recovery plans, reducing travel disruption resolution time by 25%.
  • Liaison and Escalation Handling: Acted as the primary contact for NOC-OM, managing the escalation of over 200 critical issues per year to the Customer Service Solutions Manager or Shift Manager, ensuring 98% of issues were resolved within the stipulated time frames.
  • Immediate Solution Provision: Provided prompt solutions and high-level support for approximately 50 high-profile flights each month, achieving a 90% customer satisfaction rate in post-resolution surveys.
  • Applied Escalation Processes: Implemented the escalation process for 120 high-severity issues annually, coordinating with relevant teams to ensure that 95% of cases were resolved satisfactorily and in compliance with regulatory standards.

Service Director/Mentor Leader

United Airlines
01.2018 - 01.2023
  • Resolved Customer Complaints: Managed and resolved over 200 customer complaints monthly, achieving a 95% customer satisfaction rate and reducing average resolution time by 20%.
  • Assisted with Website Navigation: Guided customers in navigating website features and functions, which improved user engagement by 20% and increased online transactions by 15%.
  • Provided Training Support: Conducted training sessions for 30+ new hires on customer service processes, decreasing onboarding time by 40% and improving new hire performance scores by 15%.
  • Delivered Service Excellence: Delivered prompt, friendly, and knowledgeable service for routine questions and service complaints, contributing to a 10% increase in positive customer feedback and a 12% improvement in customer retention rates.
  • De-escalated Issues: Successfully de-escalated complex customer issues using conflict mediation and problem-solving skills, reducing formal complaint escalation cases by 25% and improving overall customer satisfaction scores by 18%.
  • Resolved Complaints Professionally: Efficiently resolved customer complaints with a 98% resolution rate, consistently meeting or exceeding service level agreements (SLAs) and improving overall service quality metrics by 22%.

Education

Associate Degree -

Fort Hays State University
Hays, KS
06.2006

Skills

  • Complex Problem-Solving
  • Training and mentoring
  • Operations Management
  • Staff Development
  • Organizational Development
  • Strategic Improvement Initiatives
  • Escalation management

Timeline

Supervisor, Solutions and Recovery

United Airlines
02.2023 - Current

Service Director/Mentor Leader

United Airlines
01.2018 - 01.2023

Associate Degree -

Fort Hays State University

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VICTORIA JONES