Allison Reese

July 25, 2020

Allison Reese

592 Blevins Pass

Pipe Creek, TX 78063
210-325-1281 • travelalli@yahoo.com
Work Experience

Northside Independent School District

San Antonio, Texas, United States of America
Substitute Teacher • November 2019 – Present
-Take attendance
-Explain assignment/homework
-Maintain classroom order and cleanliness

Arc Rite Welding & Fabrication

San Antonio, Texas, United States of America
Office Coordinator • September 2019 – Present
-Correspond with customers to ensure invoices are paid in a timely manner
-Inventory and stocking of warehouse
-Creating and sending invoices in a timely manner
-Management of accounts and payables
-Processing new hires and staffing changes
-Website maintenance and updates

Club Entertainment
San Antonio, Texas, United States of America
Office Manager • October 2017 – January 2019
-Maintain staffing, schedules and payroll across three locations, including head office
-Weekly, monthly and yearly inventory
-Ordering of all necessary supplies and equipment
-Coordination of maintenance personnel with focus on cost management
-Reconciliation of daily activities with accounting records
-Management of all personnel including hiring and termination, training, discipline,
incentives and awards
-Weekly interaction with all vendors to ensure accuracy, timeliness and relevance of
product ordering

Hawaiian Airlines
Honolulu, Hawaii, United States of America
Reservations Specialist – Membership and Web Support • Jul 2013 – May 2015
-Oversee operations for the desks handling Web Support, Hawaiian Miles, Pualani Elite
and Corporate accounts
-Review daily metrics and trends to identify gaps in performance
-Trouble shoot online logs, e-mail offers and other promotional offers that experience
issues with redemption
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July 25, 2020

-Communicate daily with off-shore vendor (call center) to discuss customer service
improvement strategies
-Review training materials with Training Specialist to ensure process changes are current
-Ensure customer complaints are resolved to completion in a timely manner, intervening
when necessary
-Collaborate with other Specialists to create a cohesive customer experience on all fronts
-Work with Manager and vendor to strategically drive performance
-Travel to Manila for call center site visits quarterly and as needed

Southwest Airlines
Dallas, Texas, United States of America
Customer Service Specialist • Nov 2011 – Jun 2013
-Ensure the quality promised by Southwest Airlines is being delivered accurately and
with a sense of pride by evaluating recorded calls fielded by customer representatives and
surveying customers through phone calls and email to gauge their perception of the
service received compared with current accepted standards
-Research rules, regulations, standards and protocol to ensure correct information is
provided
-Compile and organize data collected from surveys into reports to be used by various
departments
-Participate in special projects as requested by leadership including product development
and call center visits to represent the quality team
-Act as a subject matter expert when needed to assist peers, leadership and others within
the department with uncommon dilemmas

Southwest Airlines
San Antonio, Texas, United States of America
New Hire Class Coordinator • Jun 2011 - Aug 2011
-Assist class facilitator with teaching and training new hires
-Set clear expectations for those going through class and hold them accountable to the
company's standards
-Provide an encouraging environment for individuals to explore what it means to work
for such a unique company
-Develop individual relationships to ensure successful completion of program
-Encourage a team mentality by having the group work together towards the goal of
graduation

Customer Care Representative • Sep 2008 - Nov 2011

-Assist customer representatives in resolving escalated situations with internal and
external customers and follow-up to ensure that issues are handled by the appropriate
department
-Work to guarantee the customer experience is as pleasurable and hassle-free as possible
-Take over calls from customers that are not pleased and find a solution to the issue
-Written correspondence with internal support in order to resolve complicated issues
-Create and modify bookings
-Assist Customers with issues experienced within the website, provide clear and concise
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July 25, 2020

information regarding policies and resolve concerns

-Provide Positively Outrageous Service to internal and external customers

Education
Bachelor of Arts - Communication Arts - May 2008
University of the Incarnate Word
San Antonio, Texas, United States of America
GPA: 3.5

TEA Content Certification

Special Education
ELAR 7-12

Skills
Microsoft Word, Expert, 10+ years
Power Point, Advanced, 5 years
Excel, Intermediate, 5 years
Technical Writing, Advanced, 8 years
Rhetorical Writing, Expert, 10+ years
Sabre Reservation System (QikRes), Expert, 5 years