JACQUELYN JONES SWANSON
Shelbyville,Tennessee
Summary
Results-driven airline operations leader with expertise in high-volume airport environments. Demonstrates effective coaching, operational coordination, and conflict resolution during IROPS events. Committed to safety, compliance, and exceptional customer service, fostering strong employee relationships and operational excellence.
Overview
22
22
years of professional experience
Work History
Manager on Personal Responsibility (MPR)
AMERICAN AIRLINES
Nashville, Tennessee
03.2021 - Current
- Serve as acting manager during leadership absences, ensuring continuity of operations and decision-making.
- Lead daily station operations, providing frontline leadership, operational direction, and employee support.
- Coordinate staffing assignments, scheduling adjustments, overtime distribution, and operational coverage.
- Managed IROPS events, addressing delays, cancellations, gate changes, and facilitating customer recovery efforts.
- Partner with Airport Operations, Ramp, Flight Crews, and station leadership to support aircraft movements and operational recovery.
- Conduct Right Start briefings to communicate staffing plans, safety updates, operational priorities, and customer service expectations.
- Guided and coached frontline employees, fostering teamwork and accountability to enhance service excellence.
- Serve as the primary leadership contact during assigned shifts, including periods as the sole leader on duty.
- Communicate employee concerns, operational observations, and policy matters in alignment with company procedures and union agreements.
- Promote a culture of safety, compliance, mutual respect, and operational excellence.
Customer Service Agent
AMERICAN AIRLINES
Nashville, Tennessee
03.2021 - Current
- Resolve escalated customer issues involving delays, cancellations, oversales, baggage concerns, and IROPS events.
- Coordinated rebooking, accommodations, vouchers, and transportation during disruptions to minimize passenger inconvenience.
- Assist passengers requiring special accommodations, including unaccompanied minors and non-ambulatory travelers.
- Support safe, efficient, and on-time airline operations in a high-volume airport environment.
- Coached and mentored employees, enhancing performance and service delivery while ensuring adherence to standards.
- Delivered critical operational communication to align team efforts and maintain readiness during peak travel periods.
- Operate effectively in a unionized environment with professionalism and adherence to policy.
- Maintain flexibility and dependability during rotating schedules and peak travel periods.
- Ensure compliance with TSA, FAA, DOT, and company safety regulations.
Administrative Assistant
A&W WATER SERVICE
Ft. Lupton, Colorado
10.2018 - 04.2020
- Managed front office operations, scheduling, reporting, and administrative workflows.
- Managed calls, deliveries, and mail distribution while supporting front desk procedures.
- Coordinated customer communication and billing documentation to streamline daily operational support.
- Processed work tickets and maintained records to ensure accurate billing documentation.
- Provided professional customer service and problem resolution.
Patient/Customer Financial Services Representative
BANNER HEALTH CLINIC
Johnstown, Colorado
09.2016 - 09.2018
- Facilitated scheduling, insurance verification, registration, and payment processing to streamline patient access.
- Advised patients on insurance coverage and financial policies to enhance understanding and compliance.
- Performed reconciliation, payment processing, and financial documentation.
- Resolved customer concerns and supported efficient clinic operations.
- Delivered customer-focused support in a high-volume healthcare environment.
- Operated multi-line phone systems and ensured accuracy of patient records for effective service delivery.
Pharmacy Technician / EMT-B
MELISSA MEMORIAL HOSPITAL
Holyoke, Colorado
04.2008 - 07.2014
- Managed medication inventory, ordering, documentation, and recordkeeping to ensure accurate supply for patient care.
- Supported daily pharmacy operations while maintaining regulatory compliance.
- Assisted with compliance tracking and operational coordination to uphold regulatory standards and streamline pharmacy processes.
- Maintained confidentiality and accuracy while handling patient information, safeguarding data integrity and patient trust.
Corrections Officer
STERLING CORRECTIONAL FACILITY
Sterling, Colorado
10.2004 - 10.2005
- Maintained safety, security, and operational procedures in a high-security environment.
- Resolved conflicts and de-escalated situations to maintain safety and security.
- Documented incidents and enforced policies to uphold institutional standards.
- Coordinated inter-departmental communication to enhance operational safety.
Education
High School Diploma or GED Equivalent -
Lathrop High School
Fairbanks, AK05-1991
EMT-B Certification -
Skills
- Service Operations Management
- Operational Leadership
- Performance Coaching
- Escalation Resolution
- IROPS Management
- Safety & Compliance Management
- Regulatory Compliance
- Cross-Functional Collaboration
- Workforce Coordination
- Staff scheduling
- Scheduling & Overtime Management
- Customer management
- Passenger Relations
- Customer Retention Strategies
- Conflict Resolution
- Escalated customer resolution
- Safety compliance knowledge
- Safety protocols
- Regulatory Adherence
- Operational oversight
- Resource Allocation
- Strategic development
- Critical Thinking & Problem Solving
- Problem-solving
- Fast-paced adaptability
- Microsoft Office Suite
- Excel
- Microsoft Word
- Outlook
- PowerPoint
- Airline Customer Service Systems
- Data Management Systems
- Billing & Reporting Processes
- Interpersonal leadership
- Employee engagement
- Team management
- Employee development
- Frontline Team Leadership
- Conflict resolution
Additional Qualifications
- Strong interpersonal communication and leadership abilities
- Skilled in handling escalated customer concerns and operational disruptions
- Knowledge of safety, compliance, and operational procedures
- Dependable, adaptable, and effective in fast-paced environments
- Proven professionalism, reliability, and problem-solving skills
Timeline
Manager on Personal Responsibility (MPR)
AMERICAN AIRLINES
03.2021 - Current
Customer Service Agent
AMERICAN AIRLINES
03.2021 - Current
Administrative Assistant
A&W WATER SERVICE
10.2018 - 04.2020
Patient/Customer Financial Services Representative
BANNER HEALTH CLINIC
09.2016 - 09.2018
Pharmacy Technician / EMT-B
MELISSA MEMORIAL HOSPITAL
04.2008 - 07.2014
Corrections Officer
STERLING CORRECTIONAL FACILITY
10.2004 - 10.2005
High School Diploma or GED Equivalent -
Lathrop High School