Dawn Holcomb
Burleson,TX
Overview
11
11
years of professional experience
Work History
International Regulations Specialist-Homebased
American Airlines
Dallas/Ft. Worth, TX
08.2022 - Current
- Meticulously followed oral and written instruction from leadership
- complied with company guidelines as well as regulations related to international travel
- Analyzed and combined data from internal reports to comprehend the customer experience
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Managed and resolved incidents according to international regulations
- Provided technical support for customers in resolving complex issues.
Reservations - Homebased
American Airlines
Dallas/Ft. Worth, TX
04.2013 - 08.2022
- Assisted customers with making reservations and entered reservation details into computer system
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances
- Resolved various issues and discrepancies for customers
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
Trained Observer
American Airlines
Dallas/Ft. Worth, TX
08.2014 - 07.2015
- Established performance and service goals and held associates accountable for individual performance
- Monitored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties
- Evaluated employee performance weekly and coached and trained accordingly, increasing quality of work and employee retention
- Monitored new hire phones calls to make sure they were meeting call requirements and DOT requirements
Education
High School Diploma -
Kelloggsville High School
Grand Rapids, MI05-1994
Skills
- Customer service experience
- Active listening skills
- Sales background
- Staff training
- Friendly service mentality
- Profiect customer retention
Timeline
International Regulations Specialist-Homebased
American Airlines
08.2022 - Current
Trained Observer
American Airlines
08.2014 - 07.2015
Reservations - Homebased
American Airlines
04.2013 - 08.2022
High School Diploma -
Kelloggsville High School