Abraham Yosief

Experience

• 

  Alaska Airlines

  May 2008 - Oct 2008

  Ground Service Agent
• 

  U.S. Bank

  Aug 2011 - Jan 2013

  Bank Teller/Banker
• 

  Toyota Motor Corporation

  Mar 2013 - Jul 2013

  Sales and Leasing Consultant
• 

  Virgin America

  Sept 2013 - Sept 2015

  Operations Manager
• 

  Expedia, Inc.

  Jan 2016 - Sept 2016

  Application Engineer
• 

  Microsoft

  Nov 2016 - Apr 2017

  Time Zone Coordinator - APJ Region
• 

  Abe's Liquor Store LLC

  Apr 2018 - Sept 2020

  Business Owner
• 

  Frontier Airlines

  Mar 2022 - now

  Drive ongoing process improvement to deliver increasing operational efficiency and consistency.Provide daily leadership and communications to outsourced locations.Proactively handle and assist with problem solving of operational issues.Monitor real time fight disruption communication and ensure vendor(s) is operationally prepared to handle flight disruptions (planned or unplanned) or other like events.Maintain professional relationship with contact center operations vendor leadership.Oversee day-to-day vendor performance, work with the vendor(s) and internal Frontier Airlines resources to analyze staffing levels and ensure the proper handling and optimization of all lines of business.Work with Frontier Airlines internal stakeholders to share call center data and identify opportunities that will improve the customer experience.Assist with forecasting and staffing needs to ensure all service levels are met.Assist in improving the customer experience by providing innovative and creative solutions.Lead weekly call calibrations with the vendor to identify opportunities as well as create and implement the quality assurance program.Assist with complaint reduction plans and needs as it pertains to improving overall processes to help decrease risks from the contact centers.Tirelessly advocate for improvements to systems and processes that will benefit associates and/or vendors.Create closed-loop feedback processes where team members are encouraged to be active participants in identifying opportunities for improvements to vendor experience, workplace conditions, and internal tools.Ensure accurate and timely information is provided to the vendor partnering.Be a passenger advocate by listening to call center feedback and thru data analysis of contact dispositions make policy and process recommendations that improve the customer experience. Show less

  • Contact Center Vendor Operations Manager

    Feb 2025 - now

  • Reservations Vendor Manager - Specialist

    Mar 2022 - Feb 2025