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P R O F E S S I O N A L E X P E R I E N C E
Customer Service Manager
Alaska Airlines / Palm Springs, CA / November, 2010 – Present
 Responsible for building and maintaining a culture of safety and compliance.
 Devoted to creating an environment where employees strive for continuous
improvement and excellence in customer service.
 Prepared and managed station budget to ensure minimal variances.
 Continuously respond to and leverage customer feedback to strive for world
class service.
 Strategically uses process metrics to develop and deliver on plans for
improvement.
 Fostered a positive and productive relationship with vendor partners to
eliminate barriers to performance.
 Remain focused on Alaska’s commitments to our customers and employees,
and shareholders.
 Selection and development of agent employees.
P R O F E S S I O N A L P R O F I L E
 Goal-driven performer, recognized for being passionate about team building and
personal commitments. Focused on strong processes and consistent delivery of
excellent customer experiences.

3 6 0 . 9 1 0 . 8 2 4 8
SUSAN.EVERETT@ALASKAAIR.COM
PALM SPRING,CA
S U M M A R Y O F S K I L L S
 Currently oversee Palm Spring Alaska Airlines operation.
 Resourceful thinker, goal oriented problem solver and excellent commitment.
 Known to create and maintain a culture of safety and compliance.
 Fearless advocate for team and customers.
 Track record of providing opportunities for individuals to achieve business and
personal development goals.
 Adept at influencing business partners to find win-win solutions.
 Strong commitment to fiscal responsibility.
 Passionate dedication to inclusion, diversity and ethical standards.

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SKILLS
TECHNICAL
Microsoft Excel
Operational Data
Airport IMAGE/SABRE
Microsoft Word
E X P E R I E N C E ( C O N T I N U E D )
Customer Service Supervisor
Alaska Airlines / Portland, OR / 2004 - 2010
 Supervising customer service agents in operational duties and performance
administration.
 Support management team’s operational goals.
 Led investigations of operational and work performance issues.
 Coordinate with vendor partners to ensure a focused and safe operation.
 Stayed current on our internal processes, work rules, and technologies.
 Represented Alaska Airlines as shift leader for operational challenges and
working groups.
 Model behavioral expectations of delivering excellent customer service.
A ward
2015
Alaska Airlines Award
for Excellence
For significant cargo
business contributions
Beyond Service Facilitator
Alaska Airlines / Seattle, WA / 2015 - 2016
 Facilitation team member for award winning service standards training delivered
to over 8, 500 employees.
Palm Springs Community Support
2010 to present
 Coordinate and support Alaska Airline’s participation in the Palm Spring Pride
Parade
R E F E R E N C E S
Upon Re que s t