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Network Power<100 people
Roles
🔥100%
Startup Founder
💸100%
Marketing
✔️100%
IT
Geos
🇬🇧100%
United Kingdom
Work Background
Self EmployedExecutive Leadership Coach, Mentor and Guide
Jan. 2021United States, Salt Lake CityExecutive coaching for leaders in many areas: some of which include organizational culture, leadership development, employee engagement, customer insights & retention, customer journey mapping, change management, process improvement and lean processes, talent management, call center technology, WFM solutions, chat solutions, AI integrations, CRM etc.
JetBlue AirwaysVice President Customer Support Experience, Operations and Recovery
Mar. 1999 - Jan. 2021Greater Salt Lake City Area · On-siteJetBlue 1999 to 2021 Vice President of Customer Support Experience, Operations & Recovery | 2009 to 2021
Vice President of Reservations & Support | 1999 to 2009 Co-Founder / Director of Reservations | 1999 Began in a director role to build the airline from the ground up; identifying the value of a startup in the travel industry. Developed the mission, strategy, vision, and operating plan. Oversaw customer strategy & journey mapping, people management, hiring, training, quality assurance, policy/process development, technology integration, customer escalation resolution, customer recovery, and business continuity. Notable Contributions: • Oversaw 4500 remote customer support staff with the record setting engagement scores.
• Conceptualized and implemented the first fully virtual contact center, from staffing to technology.
• Ideated and implemented support teams for the growing airline; some included the frequent flier TrueBlue Team, Corporate Travel Desk, Business 2 Business, Group Travel Desk, International Travel Desk, and Customer Experience Operations Center.
• Spearheaded the Corporate Customer Insights & Analytics team, which led to receiving 13+ JD Power Awards and many awards for customer satisfaction, onboard amenities, customer recovery, and support responsiveness.
• Introduced and executed a multi-year strategic plan for omnichannel communications with chat and AI capabilities.
• Directed a corporate, cross-functional team to develop a multi-year plan to bring a second, 500-person omnichannel contact center online.
• Instrumental role in Hurricane Relief Efforts (2017) as Co-Vice President Leader; raised $1M+ in donations to rebuild severely impacted areas in Puerto Rico.
• Sat on the 401K Board of Trustees to enable transparent communication of changes and investment options.
• Created leadership training programs to support executives during transitions and to support new hires in upper leadership roles.
Southwest AirlinesGeneral Manager
Mar. 1994 - Aug. 1998Salt Lake CityGeneral Manager of the Salt Lake City Reservations Center (URC). Integrated the Morris Air operation into the Southwest operation during 1994. Provided oversight and leadership for the 2,000 employees working in the reservations center, which was one of nine call center operations.
Morris AirSenior Training Instructor
Mar. 1991 - Mar. 1994Greater Salt Lake City Area
Eastern Airlines LLCReservations Agent and Team Leader
Oct. 1985 - Jan. 1991Greater Salt Lake City Area
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