Summary
Overview
Work History
Education
Skills
Timeline
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Gina Cheek

Mesa,AZ

Summary

I serve my role with passion as a servant leader with exceptional communication and collaborative abilities. While maintaining a results driven approach, I lead with emotional connection among team members and foster a cohesive work environment. I lead through example to influence others to build trust, demonstrate initiative and adjust to unexpected changes. I have demonstrated adaptability and resilience in leading through organizational change. Have led multiple teams at same time and able to present policies in a clear and understandable manner and gain trust of the team members with motivational loyalty.

Overview

37
37
years of professional experience

Work History

Customer Relations Manager

American Airlines
Tempe, AZ
06.2005 - Current
  • Strong passion for Customer Experience Excellence
  • Strong leadership and interpersonal skills
  • Excellent communication and problem solving abilities
  • Flexible with work schedule and travel
  • Knowledge and proficient in customer relations systems
  • Familiar with airline operations, policies and regulations. Trained in Department of Transportation (DOT), Disability, Discrimination and International Regulatory guidelines
  • Ability to learn at a fast pace and learn new software applications
  • Self motivated, team player and team motivator
  • Developed and implemented customer relations policies and procedures
  • Monitored customer service standards to ensure high levels of customer satisfaction
  • Conducts regular staff meetings to discuss customer feedback, complaints, file handling, policy and procedures and suggestions
  • Resolved escalated customer service issues in a timely manner, able to assist upper leadership with customer service investigations
  • Assisted customers with inquiries via telephone, email, or online chat
  • Provided guidance on how to handle difficult customers or situations.
  • Analyzed data from systems to identify trends in customer service needs
  • Organized training workshops for employees on topics such as communication techniques and conflict resolution skills
  • Reviewed processes regularly to identify opportunities for improvement in efficiency and effectiveness
  • Participated in trade shows, conferences, and other events aimed at increasing brand awareness among potential customers
  • Provided advice on best practices when dealing with dissatisfied customers
  • Facilitated team discussions about ways to improve the company's overall approach to managing customer relations
  • Upheld privacy and security requirements for company and customer information
  • Coached and motivated new employees, driving performance development within team
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service
  • Supervised team of 30+ Travel Professional and Leads in meeting needs of more than 500+ customers per day
  • Proficient in all Customer Relations systems and trained in CRM system

Customer Relations Lead Representative

US Airways
Winston-Salem, NC
06.1999 - 06.2005
  • Provided guidance and support to customer service representatives.
  • Assisted in resolving escalated customer complaints.
  • Developed customer service policies, procedures and standards.
  • Monitored team performance and provided feedback for improvement.
  • Handled inquiries from customers regarding product information or services offered.
  • Performed root cause analysis on recurring customer service problems.
  • Ensured compliance with applicable laws, regulations and organizational policies.
  • Developed strategies to improve the overall quality of customer experience.
  • Participated in cross functional meetings to discuss upcoming initiatives related to customer service.
  • Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Mentored junior team members and managed employee relationships.

Reservations Representative

US Airways
Winston-Salem, NC
08.1987 - 06.1999
  • Handled inbound sales opportunities to secure potential business revenue
  • Provided fare pricing and restrictions of purchase
  • Assisted with resolving ticketing arrangements, scheduling and ticketing changes
  • Assisted high profile/ high revenue customers with their airline reservation needs
  • Made reservations for large groups traveling to meetings/conventions

Education

South Stokes High School
Walnut Cove, NC
06-1983

Skills

  • Liaison to the Team Leads as an additional role for Lead development through mentoring and advocating the Lead role Interaction with the Leads in motivating and addressing the positive side of changes This role includes providing engagement and development opportunities for Leads as they support department initiatives and inspire our frontline Travel Professionals to deliver professional coaching while monitoring the performance of of Travel Professionals
  • Able to handle difficult employee interactions and executed termination when appropriate
  • Partnered with new hire CRM role for ensuring all training areas are covered for new hire CRMs
  • Point of contact for new hire Lead role for ensuring all training areas are conducted for new hire Lead
  • Huge role in assisting with Role Modernization Initiative for CRM and Lead roles Ensuring that I am flexible to the time commitments and providing necessary feedback to improve the new resources being created for the CRMs and Leads I have been a consistent champion amongst my peers and those I support in help them to understand the value in having an expectation matrix and playbook
  • Played critical role in overseeing the new Lead Inquiry mailbox process With being part of the original working group to create a consistent process for questions to be answered on Core teams I actively stayed involved after process initiated to ensure that behaviors remained on task so that we continued to empower our Travel Professionals on customer handling
  • Was Lead CRM from one company during LAA/LUS for conducting analysis on merger policy and procedure comparisons
  • Lead Fulfillment team and during LAA/LUS merger and integrated multiple systems
  • Was one of two Managers that Lead a team of 40 Representatives handling family assistance calls for flight 1549, January 15, 2009 Worked around the clock to support representatives whom were speaking with distressed passengers and family members Project lasted 6 months, until all issues completed Also handled escalated, difficult conversations with clients
  • Have organized multiple team building charity events, such as; clothing/food drive with entire department Also organized team building volunteer days for management teams

Timeline

Customer Relations Manager

American Airlines
06.2005 - Current

Customer Relations Lead Representative

US Airways
06.1999 - 06.2005

Reservations Representative

US Airways
08.1987 - 06.1999

South Stokes High School

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Gina Cheek