Kim Brady-Shockley **** Powder DriveReno, Nevada *9503Cell/Voice Mail (775)

***-*****-****: abjjc1@r.postjobfree.com SUMMARY & OBJECTIVE I am a

business professional with extensive Office Management, Airline Customer Service

& Training, and Travel background. I am, a hard-working, well-organized, creative,

self- motivated and disciplined individual. With an extensive

background in the travel industry.

I believe I can make a significant contribution to this position of Hotel Reservation

Agent for J & A in Reno that is available. PROFILE The past 23 years the focus of

my attention has been on achieving exceptional customer service in the constantly

changing airline business. I have implemented innovations in software upgrades and

testing, customer service training and regulatory compliance,

RELEVANT EXPERIENCE & ACCOMPLISHMENTS

Office Management Experience

Proficient in the following software office

applications: Microsoft Word, Excel, PowerPoint, Outlook, and Quicken.

Responsible for daily operations including scheduling and staffing, training, and

coaching of employees.

Responsible for maintaining all mandatory

federal/corporate policy and procedure training.

Responsible for

the Lock out/ Tag out program for ground equipment and repair maintenance.

Assisted with the preparation of the annual corporate budget & expense reports.

Assisted with station audits on Compliance, FAA Regulations,

Company Policy, Safety and OHSA as required.

Ordered supplies, received and

track all accounting documents, data entry, and bookkeeping.

Performed monthly audits on all accounting documents.

Customer Service & Call Center Experience

Customer Service Desk (Quality

Management Team) responsible for handling difficult and sensitive issues with

our customers, offering solutions that respond to their issues and needs.

Call Center Experience

Continued:

Floor Facilitator: Assisted general sales floor by providing technical assistance,

answering policy & procedure questions, and advised agents on how to most

effectively resolve delicate customer situations

Sub Contracting & Building Experience

26 years experience as a freelance interior designer, homebuilder, and

wallpaper sub contractor.

Project Management of new and remodel construction.

Responsible for obtaining proposals from subcontractors for goods & services

Awarded contracts to the sub contractor, on a schedule that met the client’s expectations.

Budgeting and estimating of client projects.

Special Projects & Recognition

2007 – US Airways Chairman’s Award for Customer Service Excellence.

This is the highest corporate award, given to only 100 of the 33,000 employees.

2005/Current – Selected to a 15 member On-Line Assist Team America West/US

Air Merger, QIK / Kiosk development Test program 2004 – Going the

Distance Award (Station Instructor Recognition Award)2001/2004 – Team

Member of the design, implementation, development and delivery of specialized

innovation training courses including Computer Based, Oversold Denied Boarding

Development & Test Program, Responsible for the company-wide Customer

Service “GUEST” Training Program. EDUCATION

1978 –1982 B.A. Interior Design, University of Texas, Arlington1978 – 1980

Associates Degree in Psychology University of Texas, Arlington

EMPLOYMENT

2006 – Present US Airways, 2001 E. Plumb Lane, Reno Tahoe International

Airport, Reno NV 89502

1996 - 2006 America West Airlines, 2001 E. Plumb Lane, Reno Tahoe

International Airport, Reno, NV 89502

1990-1996 America West Airlines n Call Center, Equity Way, Reno NV 89502

1984– Present Owner- Unique Interiors by Kim, Reno NV and Ft. Worth Texas.

Freelance interior designer, wallpaper subcontractor, home staging

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