Suzanne C. Parker

**** ******* **

Odenton, Maryland 21113

Ph: 410-***-****

Email: acykus@r.postjobfree.com

Summary

Highly organized and dedicated, consistently demonstrating a positive attitude.

Adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives

Ability to work well in unstructured situations, anticipate future problems, and responds quickly and effectively during crisis.

Greenbelt trained and certified.

Education Bachelor's of Business Administration University of Phoenix, Phoenix Arizona

Professional

American Airlines Government Affairs and Regulatory Services

Customer Care Specialist 3/2016 to 12/2016

Proactively monitors Members of Congress, State & Local officials, key Washington lobbyists or other influential business associates of American Airlines reservations, flight interruptions and schedule changes.

Prepares itineraries, computes fares, issues refunds and prepares and issues tickets.

Communicates with customer over the phone when researching passenger complaints, advising of cancelled or delayed flights

Self motivated, highly resourceful individual with good judgment in decision making for best customer outcome while maintaining sensitive ethics requirements.

Handle assigned special projects from Government Affairs department as needed.

US Airways 3/2014 to 3/2016

Customer Service Agent

Maintained close liaison with customers on issues relating to bookings.

Managed database and back office as required.

Ensure all issues relating to ticketing complied with best practice.

Effectively contributed towards strategy developments.

Monitored and communicate airline schedule changes and flight cancellations.

Checked all manifests against information booked.

US Airways

Reservation Sales Representative 2011 to 3/2014

Responsible for calculating the cost of the reservation, issuing of tickets or booking alternate flight schedules while meeting all US Airways and U.S. Department of Transportation (DOT) compliance requirements.

Responsible for providing answers to policy and procedures on various aspects of a customer’s reservation. Utilizes QIK, proprietary reservation program for availability, functions, currencies and entry-requirements and travel advisories.

Honeywell Aerospace (Manpower)

Customer Service Specialist 2009 to 2/2011

Responsible for complete order management processes including quoting, placing, scheduling, invoicing and following up on customer requirements.

Responsible for ensuring contract compliance on MSP and HAPP agreements.

Supported Mechanical, SPEX, Avionics LRU’S, Bendix King and GMS order placement, tracking and general inquiries about Aerospace products.

Supported a global customer base by prioritizing critical issues and utilizing tools and resources to ensure customer satisfaction.

Strong background in MS Office Outlook, Word, Excel, PowerPoint, Mapper, Atlas, Bincs, AS400 and SAP.

State of Arizona Division of Employment & Rehabilitation Services 2006 -2009

Contract Management Specialist II

Consulted with Tribal representatives to resolve funding discrepancies and to ensure compliance with federal, state, department/program, and fund source requirements

Assisted in the development of contract specifications, contract amendments, Memoranda of Understanding (MOUs), Intergovernmental Agreements (IGAs), Interdepartmental Agreements (IDAs), Notices of Intent (NOI), and other agreements, based on legislative requirements.

Coordinated the execution of contracts through the formal approval process, including all internal department and external reviews.

Assisted the Procurement Officer with the development of documents for various types of solicitations, including RFPs and RFQs.

Honeywell Process Solutions 2002 to 2006

Contract Specialist

Successfully developed and administered the Preventative Maintenance Service pricing agreements for the North America's including quoting, requesting approval of non-standard contract terms, scheduling, and following up with customers and field service employees. Increased on time renewals from 40% to 85%.

Communicated with customers, management, field personnel and engineering staff with courtesy, accuracy, and speed regarding equipment supported by Honeywell.

Ensured that negotiated agreements met organizational and regional objectives for revenue and profit.

Honeywell Defense Avionics Systems 2000 to 2002

Contract Representative

Developed proposal terms and conditions, ensured that risk & opportunity assessment occurred for all proposals, led all contract negotiations, led change management once contract was in place, collected receivables and supported customer inquiries regarding product status.

Reviewed proposed party contract terms and conditions, RFP's and similar documents, developing alternate language as appropriate and negotiating acceptable terms.

Recognition from Air Force for my contribution to a program for customer satisfaction, on time delivery within budget.

Honeywell Repair and Overhaul 1997 to 2000

Contract Administrator

Administered complete order management processes including quoting, placing, changing, scheduling, invoicing and following up on customer contracts.

Utilized Six Sigma for root cause identification, metric tracking and statistical analysis and appropriate action plan development with different product lines and external and internal support organizations.

Created and implemented Honeywell's Repair and Overhaul customer owned unclaimed property procedure.

Created and managed monthly customer metrics with results that include: 95% on time deliveries, 80% decrease in quality issues, $1.5 million in additional sales and 98% customer satisfaction

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