Instructor Team Coach Reservations Sales Agent resume example with 20+ years of experience

(555) 432-1000,
, , 100 Claire St. 10th Floor
Professional Summary

Experienced and educated leader with over two decades of expertise in supervising and training employees. Collaborative and insightful professional that has excellent communication, planning and time management abilities. Knowledgeable about Alaska Airlines operational requirements and best practices and well-versed in thoroughly covering topics. Hardworking with exceptional abilities in process improvement, guest service, and management. Incredible people skills with the ability to meet objectives. Enthusiastic and eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. Motivated to learn, grow, and excel as a supervisor.

  • Safety awareness
  • New hire training
  • Public speaking
  • Excellent written, verbal and interpersonal communication skills
  • Exceptional facilitation, analytical, and listening skills
  • Ability to multitask and work under pressure
  • Outstanding organizational skills
  • Efficient, energetic, self-motivated, outgoing, adaptable, dependable, diligent, responsible, and reliable
  • Proficient in Microsoft Office applications including Word, SharePoint, Outlook, Teams, Excel and PowerPoint
University of Oregon Eugène, OR, Expected in 05/1992 Bachelor of Arts : Communication And Rhetoric - GPA :
Work History
Lane Construction Corporation - Instructor/ Team Coach/ Reservations Sales Agent
Kansas City, KS, 03/2017 - Current

  • Trainer, CARE, and CRO certified.
  • Provide timely, interactive feedback in a safe environment that engages, promotes and strengthens employee potential, development, relationships and Alaska Airline goals in effort to continuously enhance positive behavior.
  • Coach to inspire agents through positive, constructive feedback in a fun and supportive way.
  • Listen to calls, read chats and complete evaluations.
  • Provided additional training agents require or request.
  • Delivered evaluations and double jacked with agents.
  • Communicate and assist all agents, TC’s, and supervisors alike.
  • First point of contact for guests when calling to book travel, change plans, inquire, or resolve issues.
  • Specialize in delivering genuine and creative service that goes beyond guests' needs and expectations.
  • Continuous learning to understand changing policy and procedures, products, services and promotions.
  • Managed online booking inquiries and assisted guests and travel partners with questions.
  • Developed friendly rapport with callers while answering questions, making recommendations.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
First Financial Credit Union - Office Manager
Montclair, CA, 05/2013 - 03/2017
  • Created patient charts and obtained patient records.
  • Worked in collaboration with Owner to create smooth working relationship.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or addressed productivity concerns.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Coordinated special projects and managed schedules.
  • Maintained computer and physical filing systems.
  • Managed office operations while scheduling appointments for physical therapists.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Compared vendor prices and negotiated for optimal savings.
  • Evaluated employee records and productivity to complete employee evaluations.
  • Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
First Tech Credit Union - Member Service Counselor
City, STATE, 03/2002 - 09/2005
  • Opened and approved new accounts.
  • Identified best products and services to meet financial needs of members.
  • Maintained up to date knowledge of all credit union products and services.
  • Provided first contact resolution and built lasting member relationships through exceptional service.
  • Successfully completed required compliance training annually.
  • Accurately and efficiently performed all member/visitor transactions.
  • Balanced daily teller transactions and all other member transaction activity.
  • Input and documented multiple deposits each day with high accuracy and full compliance with CU regulatory requirements.
  • Recommended specific products and services in alignment with individual needs, requirements and specifications.
U Lane O Credit Union - Assistant Branch Manager
City, STATE, 11/1992 - 03/2002
  • Interviewed, hired and trained new team members.
  • Developed and managed employee schedules.
  • Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
  • Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
  • Implemented process improvements to increase productivity.
  • Demonstrated knowledge of branch financial products, including loans and lines of credit.
  • Maximized efficiency through effective resource allocation and employee management.
  • Supervised team of 40+ call center employees and made recommendations regarding performance evaluations.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Coached and developed branch staff by offering constructive feedback and call center training opportunities.
  • Wrote and administered employee performance reviews to monitor customer service and personal sales of 40+ member team.

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Resume Overview

School Attended

  • University of Oregon

Job Titles Held:

  • Instructor/ Team Coach/ Reservations Sales Agent
  • Office Manager
  • Member Service Counselor
  • Assistant Branch Manager


  • Bachelor of Arts

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