Summary
Overview
Work History
Education
Skills
Timeline
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Chantelle Marsh

Buffalo Grove,IL

Summary

Operational leader with extensive experience at United Airlines, specializing in vendor management and strategic planning. Demonstrated ability to enhance efficiency and boost employee engagement while resolving complex issues. Skilled in coaching teams to exceed performance goals and drive operational excellence in high-pressure environments.

Overview

8
8
years of professional experience

Work History

Assistant Manager - Crew Hotel Operations

United Airlines
Arlington Heights, IL
04.2024 - Current
  • Oversee performance management of hotel and transportation vendors to resolve escalated issues.
  • Developed operational strategies to enhance efficiency and productivity.
  • Collaborated with internal stakeholders to drive operational improvements and monitor key metrics.
  • Tracked and analyzed departmental performance through developed processes and initiatives.
  • Advocated for team well-being, fostering a positive culture and improving morale.

Supervisor - Crew Hotel Operations

United Airlines
Arlington Heights, IL
05.2022 - 04.2024
  • Supervised daily operations of crew hotels and transportation services.
  • Addressed discrepancies in hotel and transportation logistics while fostering positive relationships with union representatives, vendors, and schedulers.
  • Identified improvement areas and executed necessary changes to enhance service delivery.
  • Ensured availability of unscheduled extra rooms during irregular operations.
  • Managed performance issues through effective coaching and counseling feedback.

Platinum Customer Care Professional

American Express
Remote
04.2021 - 05.2022
  • Established strong relationships with card members while delivering exceptional customer service.
  • Resolved all card member inquiries efficiently, anticipating needs to prevent follow-ups.
  • Educated card members on underutilized benefits to enhance overall satisfaction.
  • Navigated various systems and applications, consistently meeting quality and compliance standards.

Customer Assistance Representative

American Airlines
Chicago, IL
05.2019 - 10.2021
  • Facilitated seamless reservations, ticketing, and itinerary adjustments for passengers.
  • Executed thorough document clearance and verification while adhering to TSA and CBP protocols.
  • Resolved passenger-related issues to enhance satisfaction and streamline operations.
  • Monitored compliance with regulations and enforced company policies effectively.

Airline Crew Operation Specialist

Travelliance
Schaumburg, IL
11.2019 - 06.2020
  • Coordinated travel and transport arrangements for over 15 airline crew members and distressed passengers.
  • Identified potential issues, consistently exceeding SLA agreement standards.
  • Processed inbound and outbound calls with clients and suppliers, ensuring high professionalism.
  • Streamlined client experiences using SaaS software, educating on product features.

Customer Service Supervisor

Delta Air Lines; Delta Global Services
Tulsa, OK
03.2017 - 05.2019
  • Executed activities during irregular operations, ensuring seamless coordination and adherence to protocols.
  • Determined daily assignments for all above wing employees to optimize station efficiency.
  • Managed station cash closeout, maintaining accurate financial records and communications with banks.
  • De-escalated tensions with upset passengers, fostering a positive travel experience.
  • Completed ticketing, boarding, and deplaning activities to ensure timely passenger transitions.
  • Ensured on-time departures for all flights through effective operational oversight.
  • Qualified as GSC and CRO, enhancing capability to meet diverse operational needs.
  • Coordinated strategy creation and implementation, surpassing targeted performance goals.

Education

Diploma -

Case High School
Racine, WI

Skills

  • Operational management
  • Vendor management
  • Logistics coordination
  • Strategic planning
  • Employee engagement
  • Collaborative leadership
  • Coaching and mentoring
  • Performance Management

Timeline

Assistant Manager - Crew Hotel Operations

United Airlines
04.2024 - Current

Supervisor - Crew Hotel Operations

United Airlines
05.2022 - 04.2024

Platinum Customer Care Professional

American Express
04.2021 - 05.2022

Airline Crew Operation Specialist

Travelliance
11.2019 - 06.2020

Customer Assistance Representative

American Airlines
05.2019 - 10.2021

Customer Service Supervisor

Delta Air Lines; Delta Global Services
03.2017 - 05.2019

Diploma -

Case High School

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