Anne Paik

Operations Lead at Angel Flight West
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Contact Information
us****@****om
(386) 825-5501
Location
Los Angeles, California, United States, US

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Credentials

  • Google Data Analytics
    Coursera
    Dec, 2022
    - Nov, 2024

Experience

  • Angel Flight West
    • United States
    • Airlines and Aviation
    • 1 - 100 Employee
    • Operations Lead
      • 2020 - Present

      Supported organizational growth of request, fulfillment, and client satisfaction through project management, product launch and adoption strategies, and KPI assessment. Strong experience in setting and meeting benchmark goals.Identified opportunities to standardize processes to enable high-quality customer support at scale. Leveraged data and facts to share meaningful and compelling stories, and translated complex ideas into clear recommendations to target areas of inefficiencies and redundancies in workflow.Built strong cross-functional relationships with leadership, internal and external stakeholders, and customers to influence operational success.Led substantive improvements in speed, quality and personalization of the customer experience by incorporating voice-of-customer strategies, analyzing trends, and identifying and resolving pain points in the customer journey.Produced high-quality content for FAQs, product guides, workflow procedures, onboarding materials and training milestones for Knowledge Base and virtual webinars.Continued to assume responsibilities from the Lead Mission Operations Coordinator role. Show less

    • Lead Mission Operations Coordinator
      • 2018 - 2020

      Delivered exceptional customer service by emphasizing customer-first strategies, anticipating bottlenecks and maintaining a high standard of execution in written and verbal communication.Managed escalation tickets with compassion and efficacy, in addition to managing the multi-channel daily workload of high-volume Zendesk tickets, emails and phone calls.Balanced shifting priorities and responsibilities in a fast-paced, dynamic and people-oriented environment.Established on-going cadence with customers through weekly calls, emails, and other touch-points. Show less

    • Mission Operations Coordinator
      • 2016 - 2018

      Coordinated donated flights from volunteers and commercial partners to serve at-risk or vulnerable populations to access care or other necessary services. Influenced the digital transformation of flight coordination by becoming the subject matter expert on Zendesk.Exercised good judgment and integrity in instances where established procedures didn’t exist or were ambiguous.

Education

  • University of California, Los Angeles
    Bachelor of Science - BS, Neuroscience

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