Operations-Driven Sales & Marketing Professional /s
Resume:
Professional Resume: Sandra Harrington
Sandra Harrington
**** **** ***** **** *** 2601, Euless, TX 76039
Objective
I am seeking opportunities to join and advance within your esteemed company, whether in my area of expertise in sales and marketing or within the broader professional market. My aim is to leverage my dynamic personality, relationship-building abilities, supervisory experience, and educational background to gain further experience, contribute to the achievement of company objectives, and foster stronger partnerships.
Education
Ashford University, San Diego, California
Bachelor of Art in Public Relations and Marketing
February 2014 – May 2017
GPA: 3.4/3.7
Professional Experience
American Airlines, Ft. Worth, TX
Coordinator Day of Departure (October 2022 – November 2025)
Provide support to the Frontline, Integrated Operations Center (IOC), Reservations, and Sales teams, utilizing data-driven decision-making to resolve operational issues efficiently and cost-effectively while maximizing customer satisfaction.
Demonstrate strong analytical and problem-solving skills, and highly developed interpersonal and communication abilities.
Analyze various situations, make rapid yet informed decisions, and implement solutions in a fast-paced, high-pressure environment.
Proactively identify operational concerns that may affect customers and/or revenue, design optimal solutions, and advocate for these solutions to the IOC and other stakeholder groups.
Use analytical skills to assess and address denied boarding situations with the goal of minimizing costs in real time.
Assist airport teams in rerouting customers affected by oversales, flight delays, cancellations, and other irregular operations.
Support Specialist (December 2018 – October 2022)
Managed schedule changes, cancellations, and delayed flights, ensuring customers were promptly notified and rebooked on the most efficient flights to reach their destinations.
Handled firm flights, pre-removals, and oversold flights for Revenue Management.
Processed unresolved Passenger Name Records (PNRs) from schedule change notifications, REAACOM, and IVR tools.
Performed queue work, including contacting customers to resolve reservation issues or manually correcting customer records.
Completed ad hoc projects for various departments, such as advising on connections to through flights, changes in meal service, notifications of discontinued service, and other matters directly impacting customer experience.
Processed downgrades and equipment changes for lie-flat seating.
Executed additional duties as assigned by departments such as DOD and Revenue Management.
American Airlines Vacations Customer Relations (October 2017 – July 2018)
Investigated customer activity to gather sufficient information for case creation.
Prepared and organized information for representatives in American Airlines Vacations Customer Relations (AAV CR) to manage customer complaints.
Collected contact information, details of other travelers, descriptions of activities, and relevant documentation attached to each case.
Verified booking numbers and record locators and identified any associated cases as needed.
Transferred cases to representatives for resolution, including compensation or official communication for customers who experienced issues or misrepresentation of vacation packages. Cases were assessed individually and addressed accordingly.
Utilized several systems, including Cognos (ePNR), Microsoft Excel, AAcorn, Webref, SharePoint, CRM, Switchfly, ACS, OPA, TTY, PowerPoint, Native Sabre, and Microsoft Word.
Resolution/International Representative Supervisor (August 2008 – 2018)
Supported representatives in managing challenging reservations and escalated calls, including handling irate customers and complex service issues.
Oversaw the QRD desk responsible for Queue Review and TTY services for the hearing impaired.
Fostered a positive attitude and high morale within the office environment.
Consulted with customers to determine service requirements and travel preferences, and managed reservations for Elite Advantage members as well as non-elite customers.
Enhanced customer experience with service and solutions.
Demonstrated self-motivation and effective teamwork skills.
Conducted training sessions to ensure representatives applied best practices in sales techniques and de-escalation strategies.
Encouraged creative thinking and problem-solving among agents.
Adapted to the dynamic airline environment and guided agents in navigating ongoing changes.
Domestic-International Reservationist, Cincinnati, OH (July 1999 – September 2008)
Responded to customer inquiries and built trust by offering effective solutions for their travel needs.
Listened attentively to customers and proactively suggested options to meet their travel requirements.
Generated revenue through the sale of tickets and related products and services to loyal customers.
Maintained a high standard of customer service while working flexible hours and various shifts to accommodate company and customer needs.
Monitored key performance metrics to optimize both customer satisfaction and revenue generation.
Skills
Proficient in Microsoft Word, Excel, PowerPoint, Office, Outlook, and CRM (Microsoft Dynamics).
Experienced with airline-specific systems such as Cognos, ePNR, ACS (control.aa.com), SharePoint, Sabre, Decs, QikRes, AAcorn, AirWatch, Res Sabre, and other airline operating platforms.
Strengths
Extensive experience across multiple departments including Sales and Customer Relations, AA Vacations, Tariff, Domestic Sales, International Sales, One World, Revenue Management, Elite Travelers, Travel Agency, Around the World, Cargo, and ETDS ticketing.
Strong working knowledge of systems such as Sabre, Res, Decs, AirWatch, AMS, Excel, Word, and other airline technologies.
Trustworthy, dependable, quick learner, ethical decision-maker, self-motivated leader, and effective team player.
Thrive in energetic, positive environments and enjoy encouraging colleagues and collaborating with teams.
Self-starter with the ability to manage multiple tasks and coordinate tight deadlines, as demonstrated while pursuing a degree.
Analytical thinker with outstanding interpersonal engagement and communication skills, both verbal and written.
Capable of evaluating situations, making rapid yet informed decisions, and implementing solutions in fast-paced, high-pressure contexts.
Collaborative approach to identifying and acting upon opportunities to improve relationships within the organization and with Elite members.
Skilled at translating complex business models into accessible terms to gain support from leaders across various business units.
Experience working with cross-functional teams, including Revenue Management, Sales, Sales Support, Joint Business Partners, and Reservations.
Passionate about bringing travel experiences to life for customers globally and optimizing revenue for American Airlines.
Willingness to travel for business and work flexible hours as needed.
References
Available upon request
Contact this candidate