Customer Service Quality Control

Mark Bradley Bickerstaff

***** **** ***** ****** ***** Collinsville, OK 74021 918-***-****

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

Qualifications for Customer Service/Support

Dedicated professional equipped with extensive experience in customer

service/support in the information technology and airline/travel

industries. Effective communicator who applies excellent interpersonal

skills to build rapport with prospective and existing customers, both in

person and over the phone. Team player who works well in stressful

situations, adapts quickly to new challenges and responsibilities, and

possesses a track record of contributing to the bottom line. Detail-

oriented analyst adept at troubleshooting issues and proposing solutions.

Additional areas of expertise include:

Account Management . Client Relations . Contract Negotiations . Event

Planning . Public Relations

Research . Quality Control . Inventory Control . Training/Development

System Testing/Implementation . Software Installation . Network

Administration . Word . Excel

Professional Synopsis

Monitored and maintained ~12 EDS test systems that enabled global users to

access and test new software code. Provided 24/7 coverage. Implemented

online loads, general files, and patches. Excluded specific code that

caused problems. Replicated systems each week to create a static base

system.

Met all service level agreements (SLAs) for customers using the test

systems.

Promptly identified problems and opened incident reports to enable

corrective action to be taken.

Provided special coverage for pool expansions.

Worked with 700+ airlines worldwide to coordinate schedule synchronization

and availability loads in the SABRE computer system. Negotiated contracts

with data suppliers. Provided customer service to SABRE subscribers.

Assisted with functional inputs. Tested new software code. Reported and

investigated problems. Supported implementations.

Provided all loads, including normal, special, and exception, on time.

Trained SABRE account management/executive teams on schedule change

processes.

Earned several achievement awards for outstanding performance.

Responded to incoming calls from American Airlines customers seeking to

make reservations. Made outbound notification calls regarding pending

requests, such as seat assignments, special meals, and ticket prices.

Priced unpriceable tickets. Overbooked flights to ensure maximum capacity

at departure.

Ranked #1 in sales in first four of six months with the company.

Maintained the best ratio of capacity versus persons left-at-gate (LAG).

Won several Customer Comes First awards.

Responded as part of the Customer Assistance Relief Effort (CARE) team in

crisis situations.

Career Track

EDS 2006 to 2008

Analyst for Real-Time Support

SABRE Prior to 2006

Senior Analyst, Schedule Change Preparation Group/Help Desk Associate,

Tulsa Support Services and Reservations

Previously employed by American Airlines as a Reservations/Support

Services/Revenue Coordinator.

Education

Associates Degree in Business Administration, Tulsa Community College

Quality Through Leadership, AMR

Certificate of Achievement - Y2K Program, AMR

Certificate of Accomplishment - Passenger Assistance Command Center (PACC)

Training, AMR

Evelyn Wood Reading Dynamics for Business Professionals, Fred Pryor

Seminars

Peak Performance Through Commitment, Wilson Learning

Public Speaking Courses, Dale Carnegie

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