Leah O'Donnell
Calgary,AB
Summary
Dynamic professional with extensive aviation experience, excelling in regulatory compliance, risk management, and fostering cross-functional relationships. Proven track record in enhancing customer satisfaction and operational efficiencies through effective multitasking and decision-making. Skilled in Microsoft Office, CRM systems, and aviation systems, demonstrating significant achievements in process improvement and team leadership.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager, Customer Recovery
Flair Airlines
07.2024 - Current
- Managing and supporting the Executive Escalation, Medical Desk, IROP, and Compensation teams; implementing efficient workflows, recurring training, procedures, and SOPs to improve customer satisfaction and recovery.
- Managing and ensuring the prompt resolution of complaints received by our Media, Legal, and Executive teams.
- Working directly with the CTA, and internal legal team; completing audits, attending quarterly meetings, and complaints submitted through the CTA portal or legal channels.
- Responsible for reviewing, managing, tracking, and issuing all payments related to the APPR, legal settlements and CTA enforcements.
- Monitoring current network issues and posting travel advisories for internal and external touchpoints.
- Managing program access and accounts for Zendesk, Hyperwallet, Teams, Sharepoint, and reservation and operational systems.
- Responsible for the creation, upkeep, and monitoring of the Zendesk knowledge base; involving continuous collaboration and alignment with all departments.
- Responsible for immediate action addressing emerging issues; standing up task forces, implementing temporary SOPs, macros, job aids, website notifications, and training for our agents.
- Identifying potential changes and improvements to reduce overall costs and increase revenue opportunities.
Regulatory and Customer Affairs Coordinator
Flair Airlines
03.2023 - 07.2024
- Created and implemented all existing workflows, Contact Centre training, procedures, and SOP to enhance efficiencies and improve customer satisfaction.
- Build, monitor, and manage all macros used for communicating with customers in Zendesk.
- Managing program access and accounts for Zendesk, Hyperwallet, Teams, Sharepoint, and reservation systems.
- Responsible for reviewing, managing, tracking, reporting, and issuing all payments related to the APPR and legal settlements.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
Guest Support Specialist
WestJet Airlines
12.2015 - 03.2023
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Led workshops for users on new features and best practices, increasing customer engagement and product utilization.
- Played key role in achieving industry-leading customer service ratings by consistently delivering beyond expectations.
- Developed and maintained macro base to assist in faster resolution of common issues.
- Improved team morale and cohesion by initiating regular team-building activities and feedback sessions.
- Assisted in deployment of software updates to improve system functionality and user experience.
Sales Super Agent
WestJet Airlines
11.2007 - 12.2015
- Resolved guest complaints with professionalism and courtesy; offering one-call resolution through effective problem-solving, empathetic listening, providing accurate product and service information, and offering solutions tailored to guest's needs.
- Managed high call volumes while maintaining service quality; staying updated on company policies, products, and procedures, and using multiple software systems to reduce wait times and improve efficiency.
- Mentored new hires, sharing best practices to meet service level guidelines for call handling and productivity, as well as identifying upselling opportunities to increase revenue.
- Established a supportive learning environment that fostered open communication and encouraged active participation from all trainees.
Skills
- Change Management
- Regulatory Compliance
- Cross-functional Team Management
- Exemplary Problem Resolution
- Exceptional Multitasking Abilities
- Adaptive to Change
- Training and Process Development
- Proficient in MS Office
- Proficient in Aviation Systems
- Identifying Process Gaps
Accomplishments
- Led and mentored teams of 50+ staff members, fostering a collaborative and high-performing environment.
- Enhanced customer satisfaction (CSAT) scores by designing and implementing comprehensive SOPs, streamlined processes, and empowering agents with up-to-date knowledge and tools.
- Spearheaded the implementation of an accessibility program, ensuring full compliance with ATPDR standards and improving accessibility across all touchpoints.
- Developed and maintained SOPs and operational processes that ensured continuous compliance with APPR regulations, mitigating risk and optimizing workflows.
- Improved the quality and availability of information for both agents and customers by aligning cross-functional teams, enhancing website content, and expanding the internal knowledge base.
- Managed payment distribution under APPR, overseeing millions of dollars in transactions, ensuring accuracy, and maintaining transparency.
- Expanded the internal knowledge base to over 400 articles, improving self-service options and agent efficiency.
Certification
- Communication Fundamentals
- Conflict De-escalation
- Employment Law Fundamentals
- Presentation Skills
- Social Behaviours
- Step up to Leadership
- Managing Remote Teams
- Writing Essentials
- Understanding Human Resources
- Building Teams that Work
- Stress Management
Timeline
Manager, Customer Recovery
Flair Airlines
07.2024 - Current
Regulatory and Customer Affairs Coordinator
Flair Airlines
03.2023 - 07.2024
Guest Support Specialist
WestJet Airlines
12.2015 - 03.2023
Sales Super Agent
WestJet Airlines
11.2007 - 12.2015
- Communication Fundamentals
- Conflict De-escalation
- Employment Law Fundamentals
- Presentation Skills
- Social Behaviours
- Step up to Leadership
- Managing Remote Teams
- Writing Essentials
- Understanding Human Resources
- Building Teams that Work
- Stress Management
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