kristen stephenson

Delivers world-class customer service to internal and external customers by devising effective solutions in response to emergency or irregular events. Steers operational excellence and supports 15-20 regional stations and 50+ national station managers and supervisors to accomplish best-in-class customer service and troubleshooting of routine, complex, and intense issues. Orchestrates high-impact r

Steered international operations, diversion management, and coordination of extra sections with CBP. Supervised and inspired a topflight team of ~20 staff members to achieve peak performance results. Monitored and tracked operations on a large-scale basis, liaising between management and customers.

Thrived in a high-volume, fast-paced environment, serving as a customer advocate during irregular and unexpected events. Guided the work of station managers to coordinate resolution as a key point of contact for irregular events. Resolved major events and delivered coordinated response to restore customer confidence during irregular events.

Engaged 700-1K customers a day across 7-11 flights, delivering nonstop, topline customer service. Appointed as a cultural ambassador assuming added responsibilities as customer service agent and smile representative. Cross-trained in all customer service and ground operations, working above and below wing.

Achieved quality metrics by implementing quality improvements impacting 3K+ employees at a major stamping plant. Verified and tested quality systems and plans to adhere to quality processes while facilitating training across workgroups. Oversaw and proofread the quality plan development as appointed plant representative for Twin Cities assembly plant.

Delivered quality products on the first time through; performed preventative maintenance, repairs, and EI changes. Excelled in all areas of quality die-making; engaged in new die construction, tryout, repair, and maintenance.

Engaged in new die construction, tryout, repair, and maintenance. Performed preventative maintenance, repairs, and EI changes. Delivered quality products on the first time through.

Obtained Six Sigma Certification through Southwest Airlines, demonstrating expertise in process improvement and quality management methodologies.

Achieved Six Sigma Greenbelt Certification from Ford Motor Company, focusing on implementing quality improvements and adhering to quality processes.

Completed Clifton Strengthsfinder training at Gallup Organization, enhancing understanding of individual strengths and team dynamics.

Studied Communications at the University of Michigan, focusing on developing strong written and verbal communication skills.

Pursued an Associate of Science degree in Manufacturing at Henry Ford Community College, gaining foundational knowledge in manufacturing processes.