Sacramento, California, United States
For 9 years, I’ve operated in one of the most demanding customer service environments in the world — commercial aviation. As a Customer Service Supervisor at Southwest Airlines, I’ve led teams of 30+ agents, managed real-time scheduling and staffing, resolved high-stakes escalations, and continuously improved the processes that keep operations running smoothly. I’ve built my career on one belief: when your team is supported and your processes are tight, customers feel it. Now I’m channeling that experience toward the tech industry — specifically Customer Success and Operations roles where I can help companies deliver real value to their clients. I understand what it takes to manage relationships under pressure, drive performance through data, and turn frustrated customers into loyal ones. If you’re looking for someone who brings grit, operational discipline, and genuine people skills to your CS or operations team — let’s connect.
Lead and develop a team of 30+ customer service agents across gate and ticketing operations in a high-volume commercial aviation environment. Oversee day-to-day shift operations including real-time scheduling, staffing decisions, and frontline performance management. Contributed to station-wide process improvements including reduced baggage scan times and streamlined gate check bag procedures — directly impacting on-time performance and passenger experience. Known for building strong trust with frontline agents and maintaining team cohesion under pressure. Supervise across two departments, bringing operational consistency and a people-first approach to every shift.
The Customer Service Agent is responsible for responding to customer inquiries and solving their problems. This includes working with customers to identify their needs and find the best solutions, responding to customer inquiries via email, and phone, resolving customer issues through research of policies or by escalating to the appropriate support team member as needed. Responsibilities: Respond to customer inquiries in a timely manner with accurate information Resolve customer issues by researching or escalating as needed Collaborate with other teams and work together to resolve complex customer issues Learn new technologies or systems that could help provide better service to customers