Mar 2019 – Jan 2026 · 6 yrs 10 mos · Honolulu, Hawaii

• Leading the Contact Center, Consumer Affair Office and Voice of the Customer functions at Hawaiian Airlines

Dec 2014 – Mar 2019 · 4 yrs 3 mos

• Provides operational direction to the headquarters staff and the field as it relates to forecasting, scheduling, planning, awarding time off, managing the operation in real-time, handling the escalation of outages, and addressing any business crisis situations that arise.
• Responsible for providing the offices with access to agent scorecard and operational data needed to coach agents and run the operation.
• Responsibility for call routing and scripting for the contact centers world-wide, including the effective operation of the IVR falls under this position.
• Responsible for ensuring that all operations teams work together to forecast and plan effectively, manage the real time operation efficiently, route calls efficiently, and report accurately with a goal of answering customer calls within budget.
• Responsible for setting the operational strategy for the Contact Center division and is a primary leader in driving efficiency in the division.

May 2012 – Nov 2014 · 2 yrs 6 mos

• Responsible and accountable for planning and scheduling of over 4000 contact center agents worldwide, including vendor partners.
• Responsible for Customer Contact Center division Agent Performance Scorecard program, designed to measure and manage Sales, Customer Satisfaction and Productivity.
• Responsible for Contact Center recognition programs for all Contact Centers, including Contact Center Rewards program.
• Responsible for leading team of developers who provide system-wide reporting for division, along with tools to manage the operation, including but not limited to, Staff Management, Performance Scorecard and Cool Tool.
• Responsible for Contact Center ancillary revenue programs, including call transfer programs. Manage and maintain successful relationships with call transfer program partners, including Chase, Hertz, Avis and hotels.com.
• Responsible for harmonizing work rules and processes for all locations associated with JCBA contract.
• Provide support to field offices regarding interpretation of employee work rules, policies, and guidelines.
• Work with the IAM Union AGC and local office Committee members, to develop and maintain good employee relations.

Apr 2011 – Oct 2012 · 1 yr 6 mos

• Responsible and accountable for day to day operation of a 120,000 square feet facility. 500+ position contact center, handling over 10 million calls annually, including managing a Remote Agent Workforce.
• Coach, counsel and directly supervise staff of Administrative Manager, Operations Supervisors, OPS Specialists, Admin/Facility Coordinators, and admin clerks.
• Responsible to develop, manage and maintain a $3 million annual non-payroll budget.
• Ensure staffing and productivity levels for 70+ specialized functions/departments.

May 2010 – Mar 2011 · 10 mos

• Overall operational and leadership responsibility for the NHC Reservations Center.
• Coach, counsel and directly manage 5 Sales Managers, 1 Operations Manager and 1 Administrative Manager.
• Ensures successful daily operations and performance results for the res center.
• Manages departmental budget, control costs, drives strategic planning, developing goals and objectives in concert with the Go Forward Plan.
• Lead and participate in meetings for decision making, planning, status reporting, problem resolution, managing customer expectations, maintaining team relationships, etc.
• Work with the local Agent Council team, to develop and maintain good employee relations.

Jan 2010 – May 2010 · 4 mos

• Responsible to identify and implement cost savings for the Reservations Division to achieve the desired goals for the RES 75 project.
• Work with various departments to validate cost savings, create project, identify resources and follow thru until completion.
• Create and deliver presentations regarding the RES 75 project and current status to senior leadership.

Dec 2004 – Apr 2006 · 1 yr 4 mos

• Responsible for the development and implementation of the new agent balanced scorecard replacement for current quality assurance program.
• Responsible for deployment of the Balanced Scorecard across all domestic call centers.
• Oversee creation of database and website development for scorecard.
• Create and deliver presentations regarding the balanced scorecard to all locations.

Sep 1999 – Jun 2000 · 9 mos

• Responsible and accountable for $900,000 project, replacing reporting package for 5 Rockwell Spectrum phone switches, and upgrading ACD switch at 1 call center. Responsible for all aspects from cost justification through project completion.
• Manage and supervise vendors to ensure product delivery and schedule.

Jun 1998 – Nov 1998 · 5 mos

• Managed administrative requirements for facility housing over 900 employees.
• Develop, manage and maintain a $12 million annual budget for 45,000 square foot facility.
• Lead and develop administrative staff consisting of 1 Admin Supervisor, 1 Admin Coordinator, and 6 admin clerks.
• Coach, counsel and directly supervise 100 sales agents, and 4 team leaders.
• Acting Director Reservations Sales, as work needs dictated.

Dec 1996 – Jun 1998 · 1 yr 6 mos

• Responsible and accountable for day to day operation of 500 position call center, handling over 18 million calls annually.
• Develop, implement and oversee monthly and quarterly shift bids, ensuring maximum office productivity.
• Coach, counsel and directly supervise 150 sales agents, 8 team leaders, and 9 operations staff members.
• Organized operational start up requirements for 2 teleservices third party call handling agreements.
• Communicate with teleservices partners, to ensure satisfaction with our call handling arrangement.

Nov 1996 – Dec 1996 · 1 mo

• Analyze and standardize application scripts between 5 reservations call centers.
• Identify and develop training needs for individual centers.
• Interface with all reservations offices and their management staff.

Nov 1998 – Dec 2009 · 11 yrs 1 mo

• Responsible and accountable for day to day operation of a 120,000 square feet, 1350 position call center, handling over 10 million calls annually, including managing a Remote Agent Workforce.
• Coach, counsel and directly supervise staff of 30, including Admin Manager, Asst Operations Manager, Operations Analysts, and Staff Planners, Admin/Facility Coordinators, Workforce Coordinators, and admin clerks.
• Responsible to develop, manage and maintain a $3 million annual non-payroll budget.
• Develop, implement and oversee monthly and quarterly shift bids.
• Ensure staffing and productivity levels for 70+ specialized functions/departments.

May 1992 – Nov 1996 · 4 yrs 6 mos

• Responsible to maintain specified levels of service and staffing to meet office goals.
• Project manager, Rockwell Spectrum installation.
• Coordinate daily operational activities.
• Coach, counsel and supervise 6 check-in agents.

Oct 1991 – May 1992 · 7 mos

• Coordinate recruiting effort to hire over 300 additional reservations sales agents.
• Administer Personnel Selection Inventory survey.
• Schedule and coordinate the new-hire interview and orientation process.
• Knowledgeable in all EEO procedures.

Jan 1990 – Sep 1991 · 1 yr 8 mos

• Responsible to maintain specified levels of service and staffing to meet office goals.
• Coordinate daily operational activities, making adjustments as required in the best interest of customer service.
• Coach, counsel and supervise 6 check-in agents.
• Acting Operations Supervisor, as work needs dictated.

Sep 1991 – Oct 1991 · 1 mo

• Maintain attendance log for daily sick calls.
• Research any irregularities, to account for all scheduled agents.
• Monitor and track agent activity within the office.
• Assist operations supervisor, as needed with special projects.

Apr 1986 – Dec 1989 · 3 yrs 8 mos

• General Sales Agent, Canadian Desk, Lead Agent Executive Accounts Department, Queue Desk agent. Support Desk agent, which included assisting International, General Sales agents regarding application and interpretation of current policies and procedures.
• Handle customer inquiries, seeing each to a satisfactory conclusion.
• Outstanding knowledge of current policies and procedures.