Angela Berich
Los Angeles
Summary
Dynamic leader with extensive experience at Alaska Airlines, excelling in operational efficiency and team development. Proven ability to enhance passenger satisfaction through effective communication and training. Skilled in managing escalations and fostering a positive service culture, ensuring compliance and operational efficiency in high-pressure environments.
Overview
5
5
years of professional experience
Work History
Lead Customer Service Agent
Alaska Airlines
11.2023 - Current
- Supervise ticketing, boarding/deplaning activities, customer relations, passenger security, load planning, weight/balance, baggage handling procedures and airport gate management.
- Lead team on customer relations (e.g., passenger complaints, lost and found, special passenger arrangements) and ensure passenger service standards are maintained or exceeded.
- Work with station manager to execute of the timeline and regulatory compliance at departure gates. Investigate and report delays and irregular flight activity and proposes solutions for how to avoid such delays in the future.
- Develop CSAs through effective and ongoing feedback focusing on delegation, coaching, growing and developing the team for capacity and growth, managing performance of individuals in executing tasks, and time management.
- Influence culture of the station through action, presence, and reinforcement of positive behaviors.
Customer Service Agent
Alaska Airlines
12.2020 - 11.2023
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction, including assisting guests with travel needs (e.g., answering inquiries, baggage, ticketing, checking-in passengers and boarding flights) in a fast-paced environment.
- Performed boarding and gate duties (e.g., assisting and directing guests, making announcements, process standbys and upgrade requests).
- Filed and maintained luggage claims as necessary including damaged, delayed and pilferage.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers as well as providing high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that fit in line with Alaska values.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Responded proactively and positively to rapid change.
Education
Bachelor of Arts - Communications/Music
Pacific Lutheran University
Tacoma, WASkills
CARE Team/EPIC
Communuication Coordinator
Complaint Resolution Officer
Ground Security Coordinator
Training Coach
Scheduling
Timeline
Lead Customer Service Agent
Alaska Airlines
11.2023 - Current
Customer Service Agent
Alaska Airlines
12.2020 - 11.2023
Bachelor of Arts - Communications/Music
Pacific Lutheran University
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