JENNIFER MENTSER

Oklahoma City, OK *****

ad3xde@r.postjobfree.com / 720-***-****

SUMMARY

Seeking a role to further my leadership skills. I have been in customer service for almost 18 years now. I am excellent at multitasking while working with Instructors, pilots, FTC employees. I also have experience working with many applications at once. I am a team player who likes to contribute my knowledge and experience to better those around me. SKILLS

Effective Communicator

Excellent Problem Solver

High Motivator

Organization

Conflict Resolution

Giving and Receiving Feedback

Delegation

Team Building

Employee Engagement

Driving KPI's

Time Management

Proficient in Microsoft Office Suite

Customer Service

Employee Trianing

EXPERIENCE

Senior Coordinator Pilot Records / United Airlines - Denver, Colorado 05/2021 - Current Monitoring the mailbox on a daily basis.

This entails answering emails, completing requests, offering support and guidance to NOC, Flight operations, Fleet management and when necessary, escalating any potential issues to the correct department. When needed, my duties also include training new employees on daily operations, policies and any tasks needed to keep the department running smoothly.

Have also trained other departments when changes are made in processes that would affect instructors and their job duties.

Each year I update the file cabinets, removing paperwork per our retention policy. Another responsibility includes monitoring and updating training completions from Fox, CCS, Pelesys, Take Off Learning and Pilot Records to ensure pilot events are signed off correctly and in a timely manner. Interviewed and selected employees to fill vacant roles. Discussed job performance problems with employees, identifying causes and issues to find solutions. Utilized performance improvement strategies when training and mentoring junior employees on procedures and policies.

Delegated work to staff, setting priorities and goals. Reviewed employees' work to check adherence to quality standards and proper procedures. Pilot Records Coordinator / Unites Airlines - Denver, CO 09/2017 - 06/2021 Monitoring the mailbox on a daily basis.

This entails answering emails, completing requests, offering support and guidance to NOC, Flight operations, Fleet management and when necessary, escalating any potential issues to the correct department. When needed, my duties also include training new employees on daily operations, policies and any tasks needed to keep the department running smoothly.

JM

Have also trained other departments when changes are made in processes that would affect instructors and their job duties.

Each year I update the file cabinets, removing paperwork per our retention policy. Another responsibility includes monitoring and updating training completions from Fox, CCS, Pelesys, Take Off Learning and Pilot Records to ensure pilot events are signed off correctly and in a timely manner. Data Entry Representative, Customer Support Representative / United Airlines - Denver, CO 11/2016 - 08/2017 Enter Pilot Training Data Update records when needed File paperwork daily Pull paperwork, make copies per requests.

Communicate with instructors when additional information is needed. Assist with organizing, labeling boxes for office relocation. Technical Support Representative / Comcast Business - Englewood, CO 09/2015 - 10/2016 My duties included billing, adding, explaining service plans and educating customers on equipment. Answer inbound calls assistance customer with troubleshooting equipment or scheduled a tech. Educating a customer on online resources, registering their account online. Explain billing information, charges and any questions about their services. Offline support processing customer's tickets for service changes, any technical issues the customer may have. Make outbound calls to follow up with customer to make sure all issues are resolved. Technical Support Representative / Sprint - Englewood, CO 05/2009 - 05/2015 Thinking outside the box to resolve complex issues. Educating the customer on self-service tools and resources to ensure resolution. Full setup and provisioning of mobile devices for customers. Helping with training bay to assist new hires and mentoring new team members. Following up with Customer as needed for first call resolution. Offline work in regards to emails and chat sessions with customers experiencing issues with their devices and services.

Callbacks and escalated issues from team members and from other supervisors. Responsible to keep current with hardware and software aspects in an evolving sector.