CORETTA L. THOMAS
American Airlines
Dallas,TX
1
Certification
14
years of professional experience
Experienced with coordinating training programs to foster employee growth and development. Utilizes effective communication skills to ensure clarity and engagement in training sessions. Track record of creating and implementing impactful learning materials that align with organizational goals.
Work History
Premium Guest Service Representative
7 Months- Deliver exceptional customer service to passengers in a fast-paced airport environment
- Assisted travelers with check-in, boarding, ticketing, baggage services, and flight information to ensure smooth travel experience
- Resolved customer concerns professionally, maintaining calm and positive attitude to enhance passenger satisfaction
- Support passengers requiring special accommodations and travel assistance
- Ensure compliance with airline safety procedures, security standards, and company policies
- Communicate effectively with passengers and team members to maintain smooth operations
- Handled delays, cancellations, and schedule changes with professionalism and empathy to support passenger needs
- Create a welcoming and positive travel experience for all passengers
Chief Operating Officer
4 Years 6 Months- Oversaw day-to-day operational activities to strengthen customer experiences and service delivery outcomes.
- Coordinated with cross-functional teams to improve operational efficiency and elevate service quality through streamlined workflows.
- Coordinated workload across multiple priorities in fast-paced environments to maintain schedule adherence.
- Investigated and resolved customer issues promptly, maintaining positive client relationships throughout resolution.
- Developed coaching sessions covering professionalism, communication expectations, and customer care standards for team performance.
- Coordinated cross-functional efforts to refine operational workflows and strengthen service quality outcomes.
Billing Specialist
2 Years- Resolved billing inquiries with professionalism and empathy to enhance customer experience
- Handled high-volume customer interactions accurately to support seamless billing processes
- Assisted customers with billing inquiries while maintaining professionalism and empathy
- Exercised strong attention to detail and organizational skills in managing sensitive customer information
- Maintained confidentiality while handling sensitive customer information
Housing Specialist
3 Years- Assisted 100+ clients monthly with housing support and eligibility services, ensuring access to essential community resources.
- Handled sensitive customer interactions with compassionate service, building trust and rapport with clients.
- Handled sensitive situations with empathy, delivering customer service focused on professionalism and care.
- Maintained professionalism and patience in high-emotion client interactions, supporting clients through difficult circumstances.
- Communicated policies and procedures to diverse populations to support understanding and proper adherence.
Retail Store Management
3 Years- Delivered outstanding customer service in high-volume retail environments
- Resolved customer concerns and escalations with professionalism to ensure satisfaction
- Trained team members on effective communication and service excellence to improve sales performance
- Balanced multiple responsibilities to enhance overall customer experience
- Trained team members on communication, service excellence, and sales performance
Education
High School Diploma
Skills
High-quality client service
Travel logistics support
Effective problem solving
Multitasking proficiency
Proficient in prioritizing tasks
Effective team engagement
Calm Under Pressure
Regulatory safety awareness
Professional presentation
Team performance coaching
Calm demeanor
Responsive to new challenges
Certification
Fair Housing and Reasonable Accommodation Certification
Housing Choice Voucher Rent Calculation Certification
Housing Quality Standards Certification
Housing Choice Voucher Specialist Certification
Timeline
Premium Guest Service Representative
American Airlines
03.2026 - CurrentRead More
Chief Operating Officer
Dominate The Decade
01.2022 - 07.2026Read More
Billing Specialist
Stanley Black & Decker
01.2020 - 01.2022Read More
Housing Specialist
Indianapolis Housing Authority
01.2017 - 01.2020Read More
Retail Store Management
T-Mobile & Sprint
01.2013 - 01.2016Read More
Lew Wallace High School
High School Diploma
Read More
ADDITIONAL INFORMATION
- Flexible schedule including weekends, holidays, overnight shifts, and travel
- Comfortable working in diverse and team-oriented environments
- Able to remain calm and professional during emergencies and high-pressure situations
- Passionate about hospitality, travel, and helping others
- Willing to relocate and travel extensively
- Excellent interpersonal and communication skills