Summary
Overview
Work History
Education
Skills
Timeline
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Dreama Whitlock

Dreama Whitlock

Villa Rica,GA

Summary

Accomplished leader with a proven track record at American Airlines with substantial commendations from both colleagues and customers for my efficiency and professionalism. Enhancing team productivity by over 300% through innovative process for inventory accounting improvements at Jones Apparel Group. Expert in conflict resolution and operational efficiency, I excel in training and mentoring teams to exceed corporate goals. Skilled in project management and negotiation, I drive success by fostering professional development and achieving high customer satisfaction.

Overview

22
22
years of professional experience

Work History

Supervisor Resolutions Department

American Airlines
12.2006 - 04.2022
  • Supervisor to a team of reservation ticketing agents
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Proven mediator between customers and internal departments where required
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff
  • Coached and counseled sales personnel, assisting with individual selling efforts
  • Advised coworkers on individual call escalation issues
  • Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
  • Investigated complex customer disputes, gathered relevant information from multiple data sources
  • Collected, arranged, and input information into database system.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues
  • Received both compliments and complaints calls from customers for agents
  • Handled backup phone calls creating ticket reservations when needed
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.

Assistant Manager

Family Dollar Stores
10.2005 - 11.2006
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Supervised team of employees, providing guidance and support for their professional development
  • Handled payroll and personnel scheduling
  • Supported senior managers with day to day operational requirements
  • Monitored cash intake and deposit records, increasing accuracy, and reducing shortages
  • Conducted regular inventory checks and placed orders for supplies as needed
  • Handled escalating problems to improve customer relations, maintaining brand loyalty and recapture lost revenue opportunities
  • Created promotional displays or events to increase product visibility and drive sales

Neurology Associate

LKBN Neurology Associates
02.2002 - 03.2005
  • Front office administrative management.
  • Liaison between patients and doctors.
  • Supervised records in compliance with requirements of HIPPA laws.
  • Welcomed and professionally engaged guests to meet company expectations and properly represent the company.
  • Managed multiple tasks simultaneously while maintaining attention to detail.
  • Organized and maintained office files for easy retrieval.
  • Handled high volume of incoming calls to successfully manage inquiries providing exceptional service at all times.
  • Scheduled appointments and maintained office calendar.
  • Maintained confidentiality and discretion working with sensitive material

Stock Coordinator

Jones Apparel Group
12.1999 - 02.2002


  • Developed systems to use electronic scanners to log in and track products for inventory
  • Expedited order fulfillment by coordinating with stocking and order picking teams prioritizing high efficiency and safety guidelines
  • Coordinated cross-functional teams during peak seasons to ensure adequate staffing levels for efficient order processing.
  • Ensured compliance with industry regulations regarding safe storage practices while maintaining a clean warehouse environment free from potential hazards.
  • Optimized warehouse space utilization, employing strategic shelving placement and consolidation of product.
  • Contributed to a positive work environment through proactive problem-solving and open lines of communication with team members.
  • Evaluated the effectiveness of current inventory management practices, recommending process improvements for increased efficiency and cost savings.
  • Facilitated timely restocking of shelves, resulting in higher customer satisfaction levels due to consistent product availability.
  • Increased stock accuracy by conducting regular inventory audits and updating records accordingly.
  • Minimized product damage through careful handling and adherence to appropriate storage conditions.
  • Performed inventory control, such as counting, and stocking merchandise, supervising teams of stockers as well as maintenance personnel to effectively complete tasks.
  • Assigned tasks to team members to complete orders within designated time frames.
  • Developed and implemented strategies to improve team productivity.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.
  • Delegated workflow to 125+ stockers, order pickers and maintenance crews
  • Increased productivity by more than 300% within a 6 month period with the development and utilization of a stocking system that I personally designed and put into place.
  • Collaborated with team members to complete large scale stocking projects on time.
  • Participated in meetings with management to ensure efficient and timely flow of merchandise at all stages.

Education

Academic Diploma - Academic Studies

Francis Lewis High School
Flushing, NY

Methods of Instruction

John Jay College of Criminal Justice
New York, NY
05.1981

Skills

  • Training and mentoring
  • Processes and procedures
  • Schedule development
  • Priority management
  • Negotiation
  • Multitasking Abilities
  • Professionalism
  • Project Management
  • Conflict Resolution
  • Problem-solving aptitude
  • Operational Efficiency
  • Product Development

Timeline

Supervisor Resolutions Department

American Airlines
12.2006 - 04.2022

Assistant Manager

Family Dollar Stores
10.2005 - 11.2006

Neurology Associate

LKBN Neurology Associates
02.2002 - 03.2005

Stock Coordinator

Jones Apparel Group
12.1999 - 02.2002

Academic Diploma - Academic Studies

Francis Lewis High School

Methods of Instruction

John Jay College of Criminal Justice

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Dreama Whitlock