Michael Roy

About Michael Roy

With over 18 years of experience at the forefront of social media management, I have dedicated my career to elevating the guest experience at Alaska Airlines. As the Social Care Program Manager, I lead a dynamic team of social care agents who are committed to crafting seamless journeys for our guests across diverse social channels. My role extends beyond traditional customer care. I delve into Corporate Communications insights, shape narratives, and fuel Social Marketing Engagement efforts. Together, my team and I ensure every interaction reflects our brand\'s dedication to excellence and innovation. My passion for social care and communication drives me to continually share my expertise through strategic initiatives and mentoring junior staff. I thrive on exploring new opportunities in social media solutions, always seeking ways to enhance engagement and deliver exceptional service. Beyond my professional achievements, I cherish the opportunity to mentor the next generation of social media professionals and contribute to community engagement. I am excited about the future and the possibilities it holds for both myself and the ever-evolving field of social media.

Experience

1. Social Care Program Manager

   Alaska Airlines

   Feb 2020 — Present · Seattle, WA, US

   I lead a dynamic team of social customer care agents dedicated to overseeing customer engagement and support on social media platforms, addressing inquiries, feedback, and concerns with empathy and effectiveness at Alaska Airlines. Our mission is to ensure every guest interaction on social channels is a seamless and memorable experience.Utilizing data-driven social analytics, I continuously monitor customer sentiment, identify trends, and improve response strategies. I\'m committed to maintaining a positive online reputation and addressing potential issues promptly to uphold our brand image.Collaboration with cross-functional teams is at the core of my approach to ensure a cohesive and consistent customer care and experience strategy. I proactively advocate for passenger needs and drive continuous improvements in the customer journey.In addition to leading the team, I provide guidance, training, and mentorship to ensure they deliver exceptional customer service. I celebrate positive experiences through engaging social media campaigns, highlighting Alaska Airlines\' diverse traveler community.Skills: Social Media Communications · Corporate Communications · Project Management · Social Media · Customer Experience

Education

• Central Maine College

  Associate Degree, Occupational Health and Safety

  1991 — 1993