Customer Service Quality Control

MARC GARNICE

**** *. ***** ** #**** Chandler, Arizona 85224 ~ 480-***-**** ~

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

QUALIFICATIONS AND ACHEIVEMENTS

Ability to analyze and accurately document contract and quality control

information

Detail-oriented with the ability to work under pressure and meet deadlines

Knowledge of Microsoft Word, Excel, Outlook, PowerPoint; Macromedia

Fireworks; Oracle Discoverer, Attachmate Airline Terminal tools IBM and

PIPPS

Experience creating and altering PDF documents using Adobe Acrobat

Proven ability to streamline procedures through problem solving skills

Basic understanding of Visual Basic

Almost 10 years retail customer service experience

Team-building and leadership experience gained while President of US

Airways Summer Bowling League

ACHIEVEMENTS

Accepted US Airways Above & Beyond award for handling above and beyond

position requirements while manager was out on medical leave, April 2010

Acknowledged US Airways Above & Beyond award for assistance with training

Fraud department management to run macros developed by programmer no longer

with the department, April 2010

Recognized for communications with Boston station to decrease the number of

incorrectly-lifted tickets and setting up a system to ensure timely

retrieval of mutilated ticket numbers to reduce the amount of rejections by

other airlines, December 2009

Given US Airways Above & Beyond award for suggestion and implementation to

reduce printing unnecessary weekly reports, which saved 2,000 pages per

week, October 2009

US Airways Quarterly Controller's Award received for outstanding

performance, 4th Quarter 2008

Honored with US Airways Above & Beyond award for creating the "SPA Master

List" spreadsheet to consolidate all Interline contracts for ease of use

and to increase productivity, July 2008

Awarded the US Airways Above & Beyond award for streamlining the monthly

mail-out process, September 2008

Received US Airways Above & Beyond award for creating an "online" batch

log, December 2007

EXPERIENCE

US AIRWAYS, Tempe, AZ

Interline Receivables Specialist, 2006 - Present

Priced and processed all Interline Receivable other-airline documents in an

accurate and timely manner, as well as verified all processing procedures

were followed according to fare rule applications, Interline Bilateral

Agreements and ACH/IATA rules. Corresponded with other departments within

Revenue Accounting, outside vendors and other airlines to ensure all

miscellaneous Interline revenues billed per industry standards and

deadlines. Audited prorated values of US Airways' tickets billed by other

airlines. Quality controlled, documented and corresponded with vendor

regarding processed Interline Payables documents to ensure accurate and

timely pricing. Trained and performed quality control of internal

auditors' work. Tested technology request enhancements and reported

results. Gathered, analyzed and documented all Interline Special Prorate

Agreement contracts for distribution to all Interline staff. Verified

completeness of weekly invoicing and support, as well as maintained their

accurate storage for monthly shipment. Coordinated and prepared monthly

shipment of invoices and support to other airlines. Tracked and resolved

shipment delivery issues with other airline personnel to ensure

satisfactory results and avoid rejection due to lack of receipt.

Interline Receivables Senior Clerk, 2006

Priced and processed domestic other-airline lifted documents precisely, as

well as verified all processing procedures followed fare rule applications

as well as clearinghouse rules. Researched and corrected flight and

billing errors as necessary. Appropriately filed items billed to other

airlines.

EDUCATION

ARIZONA STATE UNIVERSITY, Tempe, AZ

Bachelor of Arts in Anthropology, with emphasis on Social-Cultural

Anthropology, Major GPA: 3.48, 2002

Bachelor of Arts in Religious Studies, Major GPA: 3.52, 2002

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