ALEXANDER COLEMAN

**** ***** ** *** ****, Farmers Branch, TX 75244 – adod8l@r.postjobfree.com

OBJECTIVE

To utilize my knowledge and experience to provide excellent, accurate, and prompt service as in the field of Customer Service.

SKILLS

Excellent oral and written communication skills

Exceptional leadership skills, interpersonal skills, and ability to accept direction

Expertly skilled in the use of Microsoft Office programs including Word, Excel, Outlook, and PowerPoint.

EXPERIENCE

Crew Scheduler II, Southwest Airlines

August 2019 to Present Ensure the timely and efficient coverage of all Southwest Airlines flights in accordance with 14 CFR Part 117, contractual provisions and Scheduling policies and procedures.

Correctly and courteously handle incoming calls relating to Scheduling; provide policy and procedure information, relay information and/or take messages.

Learn the operation and functions of Scheduling computer systems; CSS, CWA, SWIFT, SkySolver, etc.

Calculate Flight Deck Crew Member pay including standard/non-standard, overschedule, overfly, rigs, guarantees, reserve, charter, premium, JA and vacation.

Maintain records for sick calls, personal absences, tardies, and no-shows for Flight Deck Crew Members.

Perform tasks listed on daily and monthly checklists, as directed.

Efficiently and correctly use the Scheduler and Flight Deck Crew Member versions of CSS and CWA to perform assignments, update and log changes, and conduct research. Understand ELITT and TT/GA and be able to process, as needed. Understand the use of SWIFT and its functions, as they relate to Scheduling. Accurately work legalities and open trip reports to ensure Regulatory and contractual compliance. Understand the different Open Time processes to include: the time in which a trip goes into a specific close, sending OTA alerts, running the close process, etc. Ensure a Pullsheet is generated to the Chief Pilot for: Sick after Sick, Sick before/after Training, Sick before/after vacation, Sick before/after MILOA, Fatigue, Late Check-In, Now Show, UTC (unable to contact), Major Family incidents (LN or LP), Serious physical problems or illness, Commuter unable to commute, Removed from INTL flying due to passport issues. Perform other job duties as directed by the Employee’s Leaders.

Cargo Care Customer Service Rep, Southwest Airlines (Contractor)

October 2018 to August 2019 Answering customer’s inquiries on cargo policies and procedures. Process new applications for companies needing to become shippers with Southwest Airlines. Work on projects independently assigned by supervisor. Assist funerals homes with shipping human remains. Process and respond to cargo claims and refund request, both verbal and written. Trace lost shipments for cargo agents and customers. Provide support to the Area Managers with sales/marketing projects and customer relations as needed.

Customer Service Representative, ADT Security

March 2018 to October 2018 Receive inbound phone calls from technicians and branch personnel, verify all pertinent information is present and acceptable. Coordinate with Police, Fire, and Medical agencies to verify jurisdiction. Verify with customer all account information to ensure accuracy and set up and testing of web-based services and products. Registration of wireless communication devices through external websites set up new accounts in the Protection One database including issuing CS numbers. Receive incoming phone calls to place accounts into no response, or “in test” and enter pertinent information relating to zone and panel location. Verify that all zone signals are reporting in the correct format and troubleshoot if needed and handle 80% of all incoming calls within 30 seconds.

HR Administrative Assistant II, Oklahoma Department of Human Services

January 2017 to March 2018 Assistant to Child Welfare Services District Director. Initiates correspondence requiring knowledge of agency and program procedures and policies. Develops and maintains confidential complex files. Interprets and advises internal and external customers on program rules, regulations, and laws. Prepares invoices and payments of claims, requisitions, purchase orders, and other fiscal duties. Represents agency and supervising official at meetings, conferences, and civic organizations. Interviews callers, arranges appointments, and handles office details. Enters and retrieves information using personal computer and other data processing equipment. Processes payroll and leave in Tempus 2000 using Electronic Timesheets for over 100 employees (payroll)

Administrative & Payroll Technician III, Oklahoma Department of Human Services

April 2015 to Present Provides excellent customer service in a busy Child Welfare office by assisting clients, employees, and all other visitors while ensuring confidentiality is strictly maintained; ordering and maintaining supplies; processing travel claims for foster parents; processing the fleet vehicle report and maintaining state vehicles; training new employees in reception and training Child Welfare Assistants to process requests for children’s vital records; maintains and ensures a secure storage room for children’s belongings; processes payroll and leave in Tempus 2000 using Electronic Timesheets for 70 employees (payroll timekeeper); assigns Permanency Planning cases in KIDS Inbox as needed while maintaining an equitable rotation log for all supervisory groups.

Accounts Receivable Clerk, Intermedix

June 2014 to April 2015 Processed live checks from insurance companies, posted private payments to patients’ accounts, maintained an organized record cabinet of confidential insurance and patient information.

Document Indexer, Farmers Insurance

November 2013 to June 2014 Filed incoming documents in specific unit for claim representatives.

Reception Technician, CSL Plasma Services

October 2010 to November 2013 Provided exceptional customer service by ensuring accurate and legible recording of patient data in charts while maintaining the confidentiality of all personnel, donors, and company information; took vital signs and blood pressure, pulse, and temperature of donors while maintaining awareness of any reactions donors may have during or after the pheresis process; educates new donors on the use of products made from their donations; conducts post-donation record reviews to ensure accuracy of records; maintains clean and efficient work environment while ensuring sufficient operating supplies are available; followed all Health, Safety and Environment operating procedures and OSHA policies to ensure high levels of quality control.