Wesley Quinn
Woodland Hills,USA
Summary
Air Operations Team Lead with proven expertise in operational oversight, team leadership, and crisis management. Recognized by supervisors for flexibility and reliability, frequently entrusted with Supervisor‑level responsibilities to ensure uninterrupted workflows. Skilled in training and mentoring staff, conducting QA reviews, and leading team huddles to drive performance improvements, faster response times, and higher customer satisfaction. Adept at monitoring complex air operations systems—including Viking Air Status Control Board, OAG, IQD, QC, schedule change queues, and IROPS project teams—while delegating workloads and providing real‑time support to agents. Trusted to manage escalations with professionalism and empathy, consistently delivering effective solutions and reinforcing Viking’s commitment to service excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Team Lead Air Operations
Viking
11.2021 - Current
- Lead weekly huddles to engage team members, address questions, concerns, and share feedback, ensuring alignment on crisis updates, best practices, and directives from leadership
- Improved team performance through QA call reviews and individualized coaching, increasing team member QA scores, driving faster response times and boosting customer satisfaction
- Train and mentor new team members on Air Operations procedures, ensuring proficiency in Focal Scope inbox management, Viking Flight Status Control Board utilization, and process efficiency best practices.
- Support supervisors with daily operations, ensuring team adherence and consistently meeting Service Level Expectations
- Monitor OAG, Focal Scope inboxes, Call queues, QC and schedule changes queues, and IROPS project teams while assisting team members via Teams chats, ensuring timely ticket closures, reduced call hold times, and uninterrupted air operations
- Assign team members to projects and workflows - Focal Scope inboxes, OAG, IQD queues, seat purchases, and IROPS projects - to ensure balanced workloads and operational efficiency
- Manage escalation calls, taking ownership from team members to resolve guest issues and deliver effective solutions; including guest re-accommodation - rebooking flights, uber transfers, and hotel stay
Air Operations Specialist
Viking Cruises
11.2020 - 11.2021
- Responsible for quality control of guests' flights on upcoming cruises
- Pre-QC, QC, and Pre-Ticket air schedules to make sure guests have valid flight schedules
- Support guests on Travel Emergency Calls
- Work schedule changes and rebook flights as needed
- Work in small teams to book flights for difficult itineraries that our booking engine is not able to handle
- Work tickets in Air Operations and Travel Emergency Inbox on FocalScope
- Handle irregular operations and air schedules that need special attention such as:
- Forced overnight hotels
- Booking block-space itineraries
- Make call-outs to guests to inform them of schedule changes, special accommodations, etc.
- Assist Air Customer Service agents on Air Plus overflow calls
Helpdesk Technician
Viking Cruises
03.2020 - 11.2020
- Troubleshoot hardware:
- WyseTerminals
- Chromebook laptops
- Avaya Deskphones
- Dell Desktops
- Lenovo and Dell Laptops
- Troubleshoot internal agents' day to day apps and software
- Virtual Desktops
- Citrix Workspace
- Microsoft Office 365
- Avaya OneX
- NVS
- Chrome browser
- Assist agents with basic network troubleshooting
- Selected as one of the few agents to assist with VDI migration and Hardware setup
- Assist leadership in reviewing internal information regarding WFH FAQ self-help guides
- Utilizes internal information and loves to do external I research to find solutions for any pressing and lingering problems
- When we were new to working from home, my audio was terrible (I could not hear guests and /or they could not hear me, apps running slow, etc.). The techs at the time gave me basic instructions that did not work and my situation was escalated. The level 2 tech also could not fix my issues. At the time we had no ticketing system in place for Mobiz to assist with issues. Rather than waiting and not being able to work. I did my own research on the equipment, apps, and software we were using. I then identified the problem, created a theory of probable cause and tested my theory to confirm the issue. My problem was fixed. I documented what I did and told my leads and supervisors. Next thing I know they asked me to work the Helpdesk which I was very happy to oblige
Air Planning Advisor
Viking Cruises
10.2018 - 10.2020
- Provide Viking guests with superior customer service by customizing flight itineraries tailored to each passengers needs
- Deescalate upset passengers by listening and asking probing questions in order to provide the right solutions
- Meet or exceed department KPI goals by achieving over 50% in surveys taken, averaging 4.92 in survey scores and 92% in QA scores
- Work with cross functional teams and third party companies in order to provide above and beyond guest service experience for our travelers
- Consistently stay busy by working on schedule changes when available
- Work directly with our airline partners in order to find solutions for our guests when there is a discrepancy with their flights and seats
- Handle travel emergency calls to help our guests find best alternate flights in order to get them to meet the ship in a timely manner
- Consistently works on IROPS teams per managements' request
- Assist internal agents with technical questions on helpdesk line
- Work on ticketing, exchanges, and refunds
- Work schedule changes and Air Fare project
Technical Support
iPayment Inc.
02.2018 - 10.2018
- Investigate, diagnose and troubleshoot software errors and hardware breaks in terminals, gateways, and mobile applications
- Investigate, diagnose and solve network/dial communication errors
- Onboard new customers with their terminal hardware, mobile applications, gateway API integrations, web-based portals and configure network/dial connectivity
- Achieve consistent #1 or #2 rankings in monthly KPI metrics
- Review statements with merchants and educate them on schedule of fees
- Ask clients and end users probing questions to determine the nature of any problems they encounter
Mid-Market Account Manager
ZipRecruiter
08.2016 - 02.2018
- Assisted C level members, small business owners, and recruiters in finding quality candidates by improving job postings through SEO, content creation and advertising strategy
- Performed proper needs analysis with clients in order to offer them the right solutions, products and services to reach their hiring goals
- Mentored new hires to ensure maximum performance and efficient workflow
- Closed open tickets with exceptional resolution time
SMB Account Manager
ZipRecruiter
09.2015 - 07.2016
- Logged and processed 60-100 Inbound/Outbound calls daily using Salesforce and Five9
- Improved customer retention by converting 3 out of every 4 cancellation requests to retained accounts through effective customer service
- Assisted clients with all service needs, troubleshooting and best practices
- Responsible for growth, development and sales of existing accounts
- On-boarded new clients
Teller
Wells Fargo
08.2009 - 07.2014
- Won Gold Performer award for leadership in customer service by scoring perfect 10 out 10 on customer satisfaction surveys
- Coached new team members and shared best practices on outstanding customer service
Education
BA - Communications with a focus in Public Relations
California State University of Sacramento (CSUS)
05.2014
BS - Business Marketing
California State University of Sacramento (CSUS)
05.2014
Skills
- Individualized coaching and mentoring
- Leading team huddles and communication sessions
- Delegation and workload balancing
- Escalation management and guest resolution
- Call queue oversight and SLA compliance
- Crisis and irregular operations support
- Process optimization
- Customer satisfaction enhancement
- Sabre GDS (booking, ticketing, refunds, exchanges, seat assignments)
Leadership & Team Development
Operational Oversight
Technical Proficiency
- Microsoft Office Suite (Excel, Word, Powerpoint, OneNote)
- Power BI fundamentals
- Genesys contact center tools
- Superior Communication and Customer Service Skills
- Crisis Management and Problem-Solving Under Pressure
- Strong Cross-Departmental Collaboration
- Flexibility and Reliability
- Detail-Oriented and Multi-Tasking
- Active Listening, Patience and Empathy
- Self-Motivated
Professional Strengths
Websites
Certification
- Mar 2017 - ZipRecruiter: Manager in Training
- Nov 2018 - Air Planning Advisor training course
- Jun 2020 - VC Cross Trained Agent
Languages
Tagalog - understand fluently, but speaking is a little harder
English - Fluent
Timeline
Team Lead Air Operations
Viking
11.2021 - Current
Air Operations Specialist
Viking Cruises
11.2020 - 11.2021
Helpdesk Technician
Viking Cruises
03.2020 - 11.2020
Air Planning Advisor
Viking Cruises
10.2018 - 10.2020
Technical Support
iPayment Inc.
02.2018 - 10.2018
Mid-Market Account Manager
ZipRecruiter
08.2016 - 02.2018
SMB Account Manager
ZipRecruiter
09.2015 - 07.2016
Teller
Wells Fargo
08.2009 - 07.2014
BA - Communications with a focus in Public Relations
California State University of Sacramento (CSUS)
BS - Business Marketing
California State University of Sacramento (CSUS)