Tracy Colbert
San Diego
Summary
Operations and people leader with 7+ years of station operations and leadership experience at Alaska Airlines following the Virgin America merger. Proven ability to lead airport operations, manage staffing priorities, train and develop large teams, and maintain the highest standards of safety, compliance, and customer service-often in the absence of formal station management. Recognized for calm, decisive leadership, operational accountability, and a strong commitment to Alaska Airlines values.
Overview
9
9
years of professional experience
Work History
Lead Customer Service Agent
Alaska Airlines
San Diego, CA, USA
01.2019 - Current
- Lead daily station operations supporting a workforce of 90+ Customer Service Agents, ensuring safe, compliant, and efficient execution across ticketing, baggage handling, ramp coordination, passenger services, and irregular operations.
- Served as interim station leadership during the Virgin America merger, co-managing the San Diego station for approximately six weeks without a station manager, maintaining operational continuity, safety standards, and service performance.
- Establish operational priorities and staffing coverage to support on-time performance, customer satisfaction, and regulatory compliance.
- Train, coach, and mentor 9-20 agents daily, supporting onboarding, procedural compliance, performance improvement, and leadership development.
- Provide ongoing performance feedback, corrective coaching, and guidance in alignment with company policies and labor agreements.
- Act as an escalation point for employee concerns, customer issues, and operational disruptions, resolving conflicts while protecting safety and service standards.
- Coordinate closely with ramp, operations, maintenance, and leadership teams to address operational challenges and ensure smooth station performance.
- Apply strong working knowledge of Alaska Airlines system regulations, FAA policies, and Sabre/Image systems in daily decision-making.
- Support flexible operational needs, including weekends, holidays, and non-standard shifts.
- Monitored agent performance, providing feedback to boost service quality.
- Developed training materials for new agents, improving onboarding efficiency.
- Managed escalated customer issues, ensuring prompt and effective resolutions.
- Enhanced team performance, conducting regular training sessions and providing constructive feedback to agents.
- Optimized workflow processes, ensuring timely completion of assigned tasks while maintaining high-quality standards in service delivery.
Lead Customer Service Agent / Interim Station Leadership
Virgin America
San Diego, CA, USA
01.2017 - 01.2019
- Co-led station operations during a period without formal management, effectively serving as interim station leadership.
- Oversaw staffing coordination, operational execution, and customer service delivery during a high-change merger environment.
- Maintained safety compliance, service standards, and team stability during organizational transition.
Education
High School Diploma -
Skills
- Station Operations Leadership
- Airport Safety & Regulatory Compliance (FAA)
- Customer Service Excellence
- Labor Oversight & Shift Scheduling
- Performance Management & Coaching
- Team Development & Culture Building
- Operational Decision-Making
- Conflict Resolution & Escalation Management
- Cross-Functional Collaboration
- Sabre / Image Systems
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Irregular Operations & Schedule Flexibility
Leadership Philosophy
Leads with a focus on safety, accountability, kindness, and performance. Committed to developing people, reinforcing standards, and shaping a positive, inclusive station culture aligned with Alaska Airlines values.
Personal Information
Title: Station Operations & People Leadership Professional
Timeline
Lead Customer Service Agent
Alaska Airlines
01.2019 - Current
Lead Customer Service Agent / Interim Station Leadership
Virgin America
01.2017 - 01.2019