Experience

JetBlue Travel Products

• United States
• Travel Arrangements
• 1 - 100 Employee

• Senior Lead Crewmember Development, JetBlue Travel Products

  • Mar 2022 - Present

  I oversee the development and distribution of training and communications including technical and non-technical information to JetBlue Travel Products (JTP) Customer Care Crewmembers, specifically around Crewmember Development. I work closely with various JTP departments and internal stakeholders to capture and communicate critical information in a timely manner, support change management, and provide communication and training solutions based on department needs and objectives. As part of the JTP Leadership Team, I plan, execute, and distribute accurate training, and communications, as well as oversee content management of resources for all JTP Customer Care projects and strategic initiatives. Show less

• Supervisor, Communications, JetBlue Travel Products Customer Care

  • Oct 2019 - Apr 2022

  I create and distribute written and multimedia communications to the JetBlue Vacations customer care teams. I work closely with various departments to provide change management, and to ensure critical information is communicated through various methods across a variety of platforms, including the JetBlue intranet, internal websites, social media channels, emails, in-person events, and knowledgebase tools. I also coordinate with JetBlue Travel Products leadership to develop and execute the Vacations communication strategy and work diligently to help maintain our wonderful culture. Show less

• Support Supervisor, JetBlue Vacations

  • Oct 2018 - Oct 2019

  I served Vacations Leads who assist crewmembers selling vacation packages to JetBlue customers. We worked together to continually provide award-winning customer service through collaboration and quality management. I provided Crewmembers sales techniques and motivation to increase their confidence and production. I also provided them quarterly and annual performance reviews and goal setting. I assisted Management with ad-hoc projects and process improvement which provided me with the privilege to network with many other departments at JetBlue. I served as a recruiter for my department. My passion and fulfillment was derived by edification of those I serve and those I report to. I find great joy in helping people celebrate passions and skills they may not have known they had. I also developed and maintained cross-departmental relationships with commercial and Customer Support Teams within the company. I assisted in running the day-to-day operation including but not limited to irregular operations, identifying process and training improvements, process mapping and developing/implementing solutions for the operational and training needs of Vacations crewmembers. Show less



JetBlue

• United States
• Airlines and Aviation
• 700 & Above Employee

• Multimedia Analyst, Communications Customer Support

  • Aug 2014 - Oct 2019

  I assist with the creation and distribution of both written and multimedia communications to the customer support teams. I work closely with various departments to ensure critical information is communicated through various methods across a variety of platforms, including the JetBlue intranet, internal websites, social media channels, emails, in-person events and knowledge base tools. I also coordinate with customer support leadership to develop and execute the customer support communication strategy. Show less

• Systems and Support Supervisor, Getaways Vacations

  • Nov 2013 - Aug 2014

  I developed and maintained cross-departmental relationships with commercial and Customer Support Teams within the company. I assisted in running the day-to-day operation including but not limited to irregular operations, identifying process and training improvements, process mapping and developing/implementing solutions for the operational and training needs of Getaway Reservations.

• Communications Coordinator

  • Apr 2013 - Nov 2013

  I compiled, coordinated, edited, and distributed internal weekly communication emails. I collaborated with other departments to identify, create, develop and deliver communication such as operational updates, airport information, new travel guidelines, and changes to content currently in our AskBlue information database. I solicited information, assisted in writing, proofreading, and editing content according to internal brand guidelines. I assisted with writing training manuals and messages to Crewmembers on behalf of JetBlue executives. I also served as a Supervisor to our mystery caller Crewmembers in our BlueQuality department. Show less

• People Supervisor, Getaways Vacations

  • Sep 2012 - Apr 2013

  I served Getaways Crewmembers who sell vacation packages to JetBlue customers. We worked together to continually provide award winning customer service through collaboration and quality management. I provided Crewmembers sales techniques and motivation to increase their confidence and production. I also provided them quarterly and annual performance reviews and goal setting. I assisted Management with ad-hoc projects and process improvement which provided me with the privilege to network with many other departments at JetBlue. I served as a recruiter for my department. My passion and fulfillment was derived by edification of those I serve and those I report to. I find great joy in helping people celebrate passions and skills they may not have known they had. Show less

• People Supervisor, TrueBlue Loyalty Crew

  • Dec 2006 - Sep 2012

  I served TrueBlue Crewmembers who assist our most loyal JetBlue customers both in written correspondence and phone communication. We worked together to continually provide award winning customer service through collaboration and quality management. I provided Crewmembers with quarterly and annual performance reviews and goal setting. I assisted Management with ad-hoc projects and process improvement which provided me with the privilege to network with many other departments at JetBlue. I served as a recruiter for my department. My passion and fulfillment was derived by edification of those I serve and those I report to. I find great joy in helping people celebrate passions and skills they may not have known they had. Show less

• Customer Service Specialist

  • Jun 2005 - Dec 2006

  I specialized in complaint resolution through written correspondence utilizing KANA Response. I also served as a Lead and assisted others in creating timely, professional, and mutually beneficial responses to customers. My passion and fulfillment was derived from creating happy and loyal customers as well as assisting crewmembers in finding confidence in their skills.



Harland Clarke Customer Engagement Solutions

• United States
• Financial Services
• 700 & Above Employee

• Order Verification Specialist

  • Oct 2002 - Jun 2005

  I placed outgoing calls to customers to verify information on form orders for financial institutions. I also wrote processes to document all actions for Sarbanes-Oxley compliance. I acted a liaison between customers, order entry personnel, and client support. I was a subject matter expert and assisted other agents with questions and escalated calls, accepted incoming calls in a busy call center environment. I completed Train the Trainer Instructor Development Course and frequently developed and facilitated trainings and team meetings. I derived my passion and fulfillment from watching the skill development of my fellow co-workers. Show less



eCallogy

• Supervisor/Quality Assurance Coach

  • May 2001 - Jul 2002

  I served at-home inbound customer service agents by providing them both soft and hard skill improvement. By working to provide award winning service we recieved accolades from high profile accounts such as the 2002 Salt Lake Olympic Committee. My passion and fulfillment was derived by assisting customer service agents in developing great confidence in their fantastic skills. I served at-home inbound customer service agents by providing them both soft and hard skill improvement. By working to provide award winning service we recieved accolades from high profile accounts such as the 2002 Salt Lake Olympic Committee. My passion and fulfillment was derived by assisting customer service agents in developing great confidence in their fantastic skills.



Scrapabilities!

• Owner

  • May 2000 - Nov 2001

  I owned and operated this small scrapbooking store. I provided superior customer service utilizing my 13+ years experience. I specialized in keeping the "fun" in the hobby by teaching techniques for minimizing the overwhelming feelings that come with scrapbooking projects. I taught simple photo/memory catagorization as well as quick, easy, and beautiful page ideas. My passion and fulfillment was derived from helping customers focus on their happiest memories. I owned and operated this small scrapbooking store. I provided superior customer service utilizing my 13+ years experience. I specialized in keeping the "fun" in the hobby by teaching techniques for minimizing the overwhelming feelings that come with scrapbooking projects. I taught simple photo/memory catagorization as well as quick, easy, and beautiful page ideas. My passion and fulfillment was derived from helping customers focus on their happiest memories.



Portraits by Penny

• Owner

  • Jun 1997 - May 2000

  I discovered my love for photographing children and chose to provide a unique service by bringing my lighting and equipment to the children rather than forcing parents to bring children to a studio. This enabled me to capture beautiful, natural images of children due to them being in places where they were comfortable. I also provided a studio for those who prefered it. I captured weddings, senior portraits, family portraits, etc. but specialized in photographing children. I discovered my love for photographing children and chose to provide a unique service by bringing my lighting and equipment to the children rather than forcing parents to bring children to a studio. This enabled me to capture beautiful, natural images of children due to them being in places where they were comfortable. I also provided a studio for those who prefered it. I captured weddings, senior portraits, family portraits, etc. but specialized in photographing children.



Kiddie Kandids

• Photography
• 1 - 100 Employee

• Photographer

  • Mar 1997 - Jan 2000

  I traveled to local elementary, junior high, and high schools to set up lighting and photography equipment to capture traditional school pictures as well as school dances. I also photographed children at dance studios and sports leagues. During the holidays I worked at the mall stores capturing studio portraits. I soon realized I had a strong talent for capturing exceptional portraits. I traveled to local elementary, junior high, and high schools to set up lighting and photography equipment to capture traditional school pictures as well as school dances. I also photographed children at dance studios and sports leagues. During the holidays I worked at the mall stores capturing studio portraits. I soon realized I had a strong talent for capturing exceptional portraits.



Merit Medical Systems, Inc.

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Documentation Specialist

  • Jul 1992 - Jan 1996

  I was responsible for preparing and controlling all documents as required by the FDA; serving employees with needed documents required to build medical products; utilizing WordPerfect, Paradox, Infimacs, and other software applications. The position required excellent communication skills. I was responsible for preparing and controlling all documents as required by the FDA; serving employees with needed documents required to build medical products; utilizing WordPerfect, Paradox, Infimacs, and other software applications. The position required excellent communication skills.



BlueCross BlueShield of Utah

• Salt Lake City, Utah

• Customer Service Representative

  • Oct 1989 - Jul 1992

  I was responsible for answering by phone, questions for Medicare Beneficiaries and providers with extensive use of ICD-9 and CPT coding, Medical Terminology and Procedures. This position provided me with excellent communication and public relation skills. I was responsible for answering by phone, questions for Medicare Beneficiaries and providers with extensive use of ICD-9 and CPT coding, Medical Terminology and Procedures. This position provided me with excellent communication and public relation skills.