Customer Service Project Manager

P.O. Box *****

Winston-Salem,

North Carolina ***14 Phone 704-***-****

E-mail ***********@*****.***

D. Lynn Jackson

Qualifications Summary

Customer Service Professional, seeking a position that will use my diverse background, experience, training and education to their greatest potential

Experience Highlights

American Airlines, Airport Representative January 2009-July 2010, January 2000-May 2006

Promoted and sold air travel for American Airline and its Partners

Prepared itineraries compute fares and issued refunds.

Met and dispatched aircrafts

Assisted passengers with any special needs during their travel

American Airlines, Operational Coordinator May 2006-June 2009

Responsible for Manpower utilization as well as all activities at the Ticket Counter, Gate, Baggage

Services and Ramp Services

Intervene as a member of middle management when needed to provide guidance to employees in

resolving escalating issues

Ensure all work areas are safe, secure, and free of any hazards which may cause injury to employees

or customers

Communicate with local vendors and custom officials to ensure FAA and American Airlines

compliances requirements are met

Mentor new and returning employees on airport functions

Investigate any infractions, that caused a flight delay and/or cancelation

American Airlines, Corporate Security Representative January 2005-April 2006

Evaluated passenger reservation to ensure they are in compliance with TSA security directives

Work directly with Federal, State and Local law enforcement authorities concerning any passenger

deemed a possible security risk

Monitor American Airlines field representatives to ensure they were in compliance with TSA/FAA

guidelines

Communicate any security directive that was mandated by TSA

American Airlines, Passenger Service Analyst March 2002-October 2003

Passenger Service Project manager on the AA-TWA Integration Team

Communicate policies and procedures to field representatives

Compose internal communications thorough SABRE references

Worked with all levels of management and functional groups in the development , implantation

and monitoring of programs

AMR, Software Specialist March 1999-January 2000

Provided on-going support , customer service and maintenance for travel agents

Analyzed customer needs while providing subject matter expertise with SABRE formatting

American Airlines, Corporate Sales Representative September 1997-March 1999

Ensure the needs of corporate travel partners were receiving premium incentives, that in turn

maximize incremental internal revenue

Offered proposal based on customer needs, events and market shares

American Airlines, Reservationists September 1990-September 1997

Provided travel arrangements for top tier members

Addressed and resolved complex situations

Domestic and International reservation sales

Education

BA Mass Communication, Winston-Salem Sate University August 1988

State of Texas Multi-Line Insurance Licensing January 2006

Contact this candidate