Administrator

Lora Harper

***** ******** ****** ** ******, Tx *7346

Home 713-***-****

********@*****.***

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QUALIFICATIONS

• Strong leadership, self managed capabilities, excellent customer service and sales skills

• Excellent communication skills and ability to quickly build rapport with others

• Marketing Insight, ATS system, Aspect, Payroll database

• Proficient in Windows 7, Excel, Outlook, PowerPoint, Continental Airlines Reservations systems

EDUCATION / CLASSES

2010 Masters of Management, Specialization in Human Resources - University of Phoenix (anticipated graduation Mar 2012)

2011 Presently studying for PHR certification (spring 2012)

2009 Bachelors of Science – Psychology (graduated Aug 2010) – University of Phoenix

1990 Bachelors of Science - Political Science – Slippery Rock University

EMPLOYMENT

CONTINENTAL AIRLINES – HOUSTON, TX 1990 – PRESENT

2006 - Present Administration Specialist (FMLA/LOA) - Continental Airlines

• Solely responsible to handle requests of Family Medical Leave

• Process Medical Leave of Absence

• Determine eligibility, processing of applications and approvals/denials

• Determine allowances for over 250 employees’ use of FML on a daily basis

• Work closely with HR and Fair Employment Practice and Diversity regarding all policies and procedures surrounding Family Medical Leave (FMLA)

• Handle all Perfect Attendance – rewards program

• Handle all sick outages (4 or more days) for NHC reservations

• Handle payroll/attendance

2005 - 2006 Presidents Club Lead - Continental Airlines

• Responsible for handling daily operations of the Presidents Club

• Handled all agent performance including attendance, uniform standards and appropriate discipline

• Ensured club members satisfaction with all aspects of club operation including cleanliness, customer service and amenity availability

• Completed daily reports, vacation requests, DATV(vacation), sick calls, AUTO(day off) requests as well as overtime.

• Participated in Quality Assurance committee - traveled to other clubs in system to make sure they were running efficiently and effectively.

• Training/employee development

2004 – 2005 Group Supervisor - Continental Airlines

• Responsible for daily operations of approximately 30 agents working in the group function

• Provided leadership and direction to achieve overall sales, service, productivity and quality goals

• Allocated resources to ensure that operational performance and quality goals were met

• Handled daily statistics, attendance, agent issues, disciplinary and performance issues

1998 - 2004 Onepass Supervisor - Continental Airlines

• Solely responsible for the entire operation (internal/external) of the Presidents Club Service Center as well as the RewardOne Service Center.

• Handled internal and external calls for each desk, processing requests for memberships within each department

Lora Harper

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CONTINENTAL AIRLINES (continued)

• Handled daily operations for each individual agent on team of 32

• Assisted with the maintenance of Brightware (an email management system for Onepass), performance and goal oriented tasks for each agent as well as disciplinary issues

• Responsible for all training and employee development pertaining to Presidents Club and RewardOne

• Participate in Quality Assurance program for Presidents Club ensuring overall view and perspective of the lounge

1997 – 1998 Airport Sales and Service Agent - Continental Airlines

• Responsible for daily flight activity for departing and arriving flights

• Count and verify tickets and seat reservations, and record number of passengers boarding and disembarking

• Worked ticket counter, boarding gates and baggage service areas of the airport

• Provided assistance and excellent customer service to the traveling public by performing various customer service duties in the airport terminal

• Prepared tickets, determined fares, routing and re-routing to accommodate customers needs

• Responded to passengers’ questions, requests and/or complaints

• Provided special assistance to families traveling with children and disabled customers

• Worked the aircraft jet way and opened and closed aircraft doors

1994 – 1997 Reservation Support Supervisor - Continental Airlines

• Responsible for guiding a team of 20 agents that handled internal and external customer service issues

• Handled performance and discipline for agents

• Trained each new hire for the Support Desk

1991 – 1994 Flight Attendant Crew Scheduling - Continental Airlines

• Responsible for daily operations and trip scheduling of Flight Attendants within the Continental system

• Scheduled and maintained flight attendants routine for each day

• Ensured Flight Attendants were legal to fly based on FAA regulations

1990 – 1991 Reservation Sales and Service Agent - Continental Airlines

• Planned routes, itineraries, accommodations details, compute fares and fees using schedules, rate books and computerized reservations system

• Made and confirmed passenger reservations for transportation and accommodations using telephones, faxes, email and U.S. mail

• Determined whether space was available on travel dates requested alternative dates as necessary and closed the sale

• Answered complicated inquiries regarding information on detailed schedules, policies and procedures

• Efficiently handled special request; assist all customers including those with disabilities using Continental guidelines

• Maintained statistical excellence in all productivity areas

• Utilized customer service and sales techniques to effectively serve customer and make the sale

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