Heidi Norris
Customer Service Representative @United Airlines
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WORK HISTORY
Customer Service Representative @United Airlines
Customer Service Representative — United Airlines | San Jose, CA | 2022–PresentDeliver frontline travel support across reservations, check-in, boarding, and baggage operationsResolve complex disruptions including delays, cancellations, and rebooking scenariosSelected for Discovering Together leadership program (acting supervisor)Support safety programs, audits, and operational coordination
SKILLS
ABOUT HEIDI NORRIS
Travel and customer support leader with 25+ years across airline operations, global travel management, and SaaS travel technology.Led and scaled travel support teams in both high-growth tech and frontline environmentsFormer Director of Travel Operations at Navan (TripActions), building global support capabilities and streamlining customer onboardingCurrently supporting customers at United Airlines in complex, real-time travel operationsKnown for building high-performing teams and improving support processesStrong partner across operations, product, and customer experiencePassionate about making travel smoother for customers and businesses through thoughtful support and scalable systems.
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