Customer Service Project Coordinator

Travia Walker

Dallas, Texas

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

CORE COMPETENCIES

Project Coordinator• Contract Development • Client Relations Management• Planning •Tracking & Reporting • Analytical• Investigative• Leadership• Cost Control • Project Tracking • Critical Thinking Collaborative • Contract Negotiation • Time Management •Thrive in a dynamic environment

PROFILE

Highly competitive professional, motivated to help the organization thrive and meet core objectives. Effective, detail-oriented project coordinator with excellent time management and communication skills with ability to ensure completion of all project tasks and maintain client and internal relationships.

PROFESSIONAL EXPERIENCE

AMERICAN AIRLINES – Fort Worth, TX

Community Relations, Project Coordinator – 2010 to November 1, 2019

Coordinated, administered, organized and managed special projects of highly strategic corporate accounts which represent American Airlines’ partners. Provided vendor management for local & national non-profit community partners as well as coordinated new build projects for corporate community partners.

Created Project Plans and creative for new construction builds, including the schedule, scope, working directly with project sponsors, sub-contractors, superintendents and architect teams

Developed, managed, processed and monitored vendor contracts

Managed, processed invoices for payment

Coordinated daily reports for team and stakeholders

Developed and maintained project budget

Ensured all policies and branding procedures were applied

Managed project milestones

Maintained daily communications with marketing team, stakeholders and clients

Updated clients on project status

Provided written and verbal responses to customer inquiries

Performed clerical duties: filing, file set-up, making phone calls, travel management, etc.

Foster Positive Culture, Leadership and team member engagement

Travia Walker Page 2

Sponsorships, Cause Marketing & Community Relations Coordinator – Fort Worth, Texas

Coordinated community event sponsorships and acted as a point person for all sponsorship logistics, including contract processing, ticket fulfillment, tracking & monitoring event logistics

Provided day-to-day and onsite support to sponsors and program managers, effectively communicated with vendors and internal teams to exceed clients’ expectations

Managed numerous projects with various deadlines

Managed vendor relationships

Provided project reporting

Processed invoices & maintained billing records

Provided travel arrangements for celebrity guest

Proven ability to take initiative to drive tasks to completion

Provided event post-mortem

Corporate Communications, Staff Assistant – Fort Worth, Texas

Provided administrative support for the Director & Media Spokesman of Corporate Communications. Answered and screened media calls, created spreadsheets for reporting, ensured press release document filing, managed Press Release process, including HTML coding for the releases for internal and external communications channels.

Employee Resources, Benefits Analyst – Fort Worth, Texas

Responsible for explaining medical and travel benefits to American Airlines active Employees and retirees both online and in person. Analyzed medical and dental insurance complaints for resolution. Acted as liaison between American Airlines and our Healthcare Vendors. Participated in New Hire Orientations.

CIGNA INSURANCE COMPANY, Claims Analyst – Dallas, Texas

Analyzed insurance claims for High Risk Insurance Customers: Rodeo Riders, Pilots, Skydivers, Mountain Climbers, Race Car Drivers, etc. Reviewed medical records, customer claims history and current accident claim for accuracy, completeness, and eligibility to determine reimbursement or decline. Maintained updated, confidential records and prepared required documentation. Provided written and verbal communication with the customers.

US Sprint Telecommunications, Claims Representative – Dallas, Texas

Analyzed and resolved escalated customer service complaints that were sent to the Office of the President of US Sprint and the Regulatory agencies: Public Utilities Commission and Better Business Bureau with written follow up to customers. Provided backup phone coverage for customer svc representatives, when needed, by answering in-bound customer service calls and providing customers with product service information.

EDUCATION

Studied Business and Public Relations at Richland College in Dallas and University of Kansas

PMP Certificate – American Airlines Flagship University

Harvard Mentor Program – Online (Project Management)

AWARDS

2008 American Airlines Employee Resource Group Public Relations Committee Co-Chair

2011 Contributor Award for the African American Black Film Festival

2017 Outstanding Design Award for Junior Achievement of Dallas’ BizTown Shop Build out

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