Grace Collings
Austin,TX
Summary
A highly motivated customer centric professional with leadership experience in various roles in the aviation industry such as customer service recruitment and training, airline operations management, global account management and new business development. A leader with many years of experience in contract negotiation and operational analytics. A relationship builder that fosters partnerships with vendors, business partners and high value customers. A master connector that collaborates with American Airlines’ internal and external local teams. A strategic forward thinker that has tenacity to identify areas of opportunity of business priority and deliver results.
Overview
18
18
years of professional experience
Work History
Manager Airport Customer Experience
American Airlines
2022.01 - Current
- Managed 500 frontline customer care and ramp operations team members for the AUS operation of international and domestic arrivals and departures.
- Coaches and conducts reviews of customer service CWA- IBT and fleet service TWA represented workforce employees daily to ensure they can deliver business services
- Works in collaboration with talent and acquisition services and customer planning teams to request additional headcount and internal transfers
- Facilitator of local recruitment events and customer experience delivery initiatives.
- Fosters partnerships with contracted American Airlines AUS local business partners
- Project Manager for local AUS station events for all AUS workforce team members
- Delivers essential communications on behalf of AA internal teams such as brand protection, customer relations and Airport Excellence bulletins to AUS station employees.
Manager Airport Experience Administration
American Airlines, DFW International Airport
2020.07 - 2022.02
- Analyzed and diagnoses area of deficits of manpower. Projected staffing needs to ensure operational goals were met and exceeded.
- Collaborated with the Legal department as a management representative of local DFW customer care contract grievance hearings.
- Facilitated recruiting and hiring events of frontline team members and facilitating station bidding.
- Fostered and grew partnerships with internal and external vendors at the DFW Federal, state DOT,
FAA and local government agencies to ensure compliance of DFW HUB policy and procedures.
Channel Sales Executive
American Airlines, American Airlines HDQ
2019.03 - 2020.08
- Fostered business to business partnerships with contracted accounts in a managed portfolio of 47 accounts generating 75 million dollars a year in American Airlines Joint Business revenue
- Negotiated contract agreements with agency partners and corporate customers
- Exceeded American Airlines Joint Business revenue target goals for managed accounts
- Collaborated with internal sales teams to host customer events and to provide customer engagement
- Successfully identified accounts in portfolio by converting multiple Business Extra, Negotiated Corporate, Airpass, Group & Meeting Travel, Entertainment, and Sports Vertical accounts to American Airlines contracts
- Managed territory budget to create incentives to increase American Airlines revenue
- Conducted offer presentations and offered incentives to drive customer loyalty and shift market share
- Worked in partnership for agency partners as they provided travel product solutions for their elite customers
Customer Service Supervisor
American Airlines, PHL International Airport
2015.01 - 2019.01
- Organizer and facilitator of employee engagement events for 8,500 PHL team members
- Organized and facilitated Diversity & Inclusion training for PHL Employee Business Resource Groups
- Organized and delegated duties to staff for PHL station meetings on behalf of the VP of the PHL HUB
- Maintained relationships business partners, airport authorities, and PHL vendors
- Served as PHL representative for local recruiting, educational and college fairs
- Facilitated training products to launch customer care training programs
- Collaborated with local PHL airport internal teams and external vendors to ensure operational efficiency.
Customer Care Representative
US Airways
2006.07 - 2015.01
- Serviced passengers at check in to ensure positive Customer Experience
- Facilitated gate operations procedures for departure flights
- Communicated with local Tower Operations and IOC daily for flight departures and arrivals
- Monitored flight arrival and departures utilizing operations tools such as AirPortal and Qik, Decs, and Sabre systems for passenger service recovery.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
International Crew Room Coordinator
US Airways
2006.01 - 2006.07
- Provided Human Resource support to service the international base of 2500 flight attendants
- Provided crew identifications and authentications for customer operations upon request
- Provided administrative support to a team of Inflight managers at the crew service center
- Provided verification of employment for crew members for Schengen Visa appointments for crew documentation needed for international travel
Social Worker Case Manager
County Of Delaware
2011.01 - 2014.01
- For 100 children who faced disabilities, abuse, and/or poverty
- Managed contracted vendor agencies providing foster care for children 50 families
- Facilitated meetings for clients with state agencies and contracted professionals
- Allocated and connected various resources to clients who required services
- Prepared and provided court testimony to clients’ progress during the court hearings.
Education
Master of Arts - Social Work
West Chester University of Pennsylvania
West Chester, PA2014
Bachelor of Arts - Social Work
Widener University
Chester, PA05.2011
Associate of Arts - Dual Major: Psychology & Business Management
Delaware County Community College
Media, PASkills
- Customer Loyalty
- Customer Satisfaction
- Business Operations
- Cross-Functional Team Development
Timeline
Manager Airport Customer Experience
American Airlines
2022.01 - Current
Manager Airport Experience Administration
American Airlines, DFW International Airport
2020.07 - 2022.02
Channel Sales Executive
American Airlines, American Airlines HDQ
2019.03 - 2020.08
Customer Service Supervisor
American Airlines, PHL International Airport
2015.01 - 2019.01
Social Worker Case Manager
County Of Delaware
2011.01 - 2014.01
Customer Care Representative
US Airways
2006.07 - 2015.01
International Crew Room Coordinator
US Airways
2006.01 - 2006.07
Master of Arts - Social Work
West Chester University of Pennsylvania
Bachelor of Arts - Social Work
Widener University
Associate of Arts - Dual Major: Psychology & Business Management
Delaware County Community College
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