Jennifer Tagorda

Customer Service Coordinator @American Airlines

Seattle, WA, US

A supervisor for American Airlines agents working the gates and counter at Seattle International Airport. Prepare and manage daily agent schedules, working at the counter and gate to ensure efficiency and maximum utilization of personnel and available resources to achieve the highest level of customer service and on-time performance. Manage daily work schedule disruptions due to personnel shortages related to vacations and sick calls by effectively staying on top of the daily roster, trade, sick calls, and overtime. Effectively prepare for flight disruptions due to weather, air traffic control, mechanical/maintenance, etc. by utilizing given resources, such as Airportal, Ground Event Tracker, Operations, Connect Me, and ACE. Create an open line of communication with agents, managers, ramp, crew chiefs, operations, baggage service, and other departments to maintain and build supportive working relationships between members below and above wing. Assist agents with questions and issues related to ticketing, boarding, reservations, policies, and procedures. Assist at the counter and the gate as a supervisor and/or agent. Proactively and assertively encourage working as a team to meet daily metrics related to Customer Care Performance. Train new hires during their On The Job Training period, whether as an agent at the counter, at the gates as a boarding agent or control agent, or regarding our internal reservations system, policies, and procedures. Handle customer complaints and escalated situations. Complaint Resolution Officer (CRO)- knowledge and experience related to ACAA policies on airline travel. Ground Security Coordinator (GSC)- knowledge and experience related to security issues with airline travel

Santa Clara University

Bachelor of Science (BS), Business Administration and Management/Economics