MESHA CAYRUTH

ACCOMPLISHED BUSINESS PROFESSIONAL

Strategic thinking professional with over 30 years of providing superior customer service, quality performance, & leadership while maintaining a positive work environment. Throughout my career, I have successfully trained and mentored employees and new staff acquired by company acquisitions to promote a culture of collaboration and continuous improvement. I am highly motivated to exceed expectations to ensure that company goals and objectives are consistently met. MAJOR ACCOMPLISHMENTS

● Recipient of the AA Employee Aircraft plaque awarded for quality, leadership, & teamwork

● Inducted into the International Round Table

● Launched PROMO department & PRD

● Rewarded for outstanding performance for cultivating a positive & customer service culture

● Consistently exceeded monthly sales goals by 25% KEY SKILLS & EXPERTISE

● Superior customer service & public relations ● Sales & promotions

● Microsoft Office proficiency

● SABRE & QIK-RES, AACoRN programs

● Conflict resolution

● Interpersonal & written communication

● Team player

● Public speaking

● Detail oriented

● Critical time management skills

PROFESSIONAL EXPERIENCE

American Airlines Cary, NC 1989-2020

Successfully executed various responsibilities throughout my 31-year career at American Airlines until I retired in 2020. I have successfully handled a high level of customer service, international training, resolutions desk, sales, promotions, and supervisory roles as summarized below: Customer Service Supervisor

● Enhanced staff performance by efficiently managing calls and implementing process improvements

● Trained and mentored new airline reservationists on procedures and customer service protocols

● Collaborated with staff members to exceed sales goals and to implement customer service initiatives

● Assisted reservation agents with various issues including escalated questions and problems

● Monitored agent customer calls to ensure high quality was being delivered and suggested improvements

● Acted as a liaison between agents and administration ensuring employee satisfaction & work life balance

● Supervised and trained agents on how to effectively handle customer interaction & increase sales

● Investigated and resolved various issues and discrepancies regarding travel arrangements for customers Reservation Specialist

● Provided a high level of customer service ensuring that travel arrangements were successfully executed

● Booked domestic & international flights via one-way, round trip, and connecting flights

● Utilized innovative technology platforms including SABRE & QIK-RES, AACoRN programs

● Handled billing transactions over the phone

● Processed reservations, made flight modifications, coordinated standbys, and monitored seat availability

● Amended reservations and processed refunds per the customer’s request 8 3 0 9 HONEY BERRY COURT RALEIGH, NC 27615

919- 527-5929 adnj5r@r.postjobfree.com

Reservation Specialist (continued)

● Coordinated special flight arrangements for disabled guests and those with special circumstances

● Successfully handled a high volume of calls ensuring high quality and utilizing active listening skills

● Worked in the promotions department and assisted with handling Senior Coupon Sales

● Selected to execute various interactions with US Airways/SABRA integration in Winston Salem, NC

● Collaborated on the AACoRN Project at HDQ and the TWA Conversion in Virginia Beach, VA JC Penny Corporation Raleigh, NC 1987-1988

Bedding Department Associate

● Provided excellent customer service and answered consumer questions within the bedding department

● Distributed money for tills to other departments within the company

● Maintained knowledge of current sales and promotions while communicated them to customers

● Managed inventory of the bedding department and priced merchandise EDUCATION & CERTIFICATIONS

● Eastern Gateway Community College Business Administration (Enrolled) 2020

● American Airlines Certification Cary, NC 1989

● Millbrook High School Diploma Raleigh, NC 1988

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