Wesley Quinn

About Wesley Quinn

Air Operations Team Lead with proven expertise in operational oversight, team leadership, and crisis management. Recognized by supervisors for flexibility and reliability, frequently entrusted with Supervisor-level responsibilities to ensure uninterrupted workflows. Skilled in training and mentoring staff, conducting QA reviews, and leading team huddles to drive performance improvements, faster response times, and higher customer satisfaction. Adept at monitoring complex air operations systems, including Viking Air Status Control Board, FocalScope, IQD, QC, schedule change queues, and IROPS project teams, while delegating workloads and providing real-time support to team members. Technically proficient in Sabre GDS for booking, ticketing, refunds, exchanges, and seat assignments. Trusted to manage escalations with professionalism and empathy, consistently delivering effective solutions and reinforcing Viking\'s commitment to service excellence.

Experience

1. Air Operations Team Lead

   Viking

   Nov 2021 — Present · Los Angeles, CA, US

   Lead weekly huddles to engage team members, address questions, concerns, and share feedback, ensuring alignment on crisis updates, best practices, and directives from leadership• Improved team performance through QA call reviews and individualized coaching, increasing team member QA scores, driving faster response times, and boosting customer satisfaction• Train and mentor new team members on Air Operations procedures, ensuring proficiency in FocalScope inbox management, Viking Flight Status Control Board utilization, and process efficiency best practices.• Support supervisors with daily operations, ensuring team adherence and consistently meeting Service Level Expectations• Monitor OAG, FocalScope inboxes, Genesys queues, QC and schedule changes queues, and IROPS project teams while assisting team members via Teams chats, ensuring timely ticket closures, reduced call hold times, and uninterrupted air operations• Assign team members to projects and workflows - FocalScope inboxes, OAG, IQD queues, seat purchases, and IROPS projects - to ensure balanced workloads and operational efficiency• Manage escalation calls, taking ownership from team members to resolve guest issues and deliver effective solutions, including guest re-accommodation - rebooking flights, Uber transfers, and hotel stay

Education

• California State University-Sacramento

  Bachelor of Science and Bachelor of Arts, Business Marketing and Communications-Public Relations

  2009 — 2014

Skills

• Self-Motivated
• Marketing Strategy
• Critical Thinker
• Strategic Management
• Microsoft Office
• Sales
• Banking
• Social Networking
• Team Building
• Deposits
• Customer Service
• Facebook
• Industry Analysis
• Cross Selling
• Financial Services
• Team Leadership
• Lines of Credit
• Strategic Communications
• Credit
• Skilled Multi-Tasker
• Social Media
• Market Research
• Social Media Marketing
• Powerpoint
• Relationship Management
• Public Relations
• Marketing
• Detail-Oriented
• Creative Content Creation
• Public Speaking
• Event Planning
• Proactive
• Integrated Marketing
• Competitive Analysis
• Fast Learner
• Retail Banking
• Thrives on Challenges