Jenifer Burgess-Neme
Long Beach,MS
Summary
Accomplished professional with a proven track record at American Airlines, excelling in operations management and customer service. Skilled in strategic planning and relationship building, I enhanced customer satisfaction and streamlined processes. My leadership in staff training and project coordination significantly improved team efficiency and operational effectiveness.
Overview
17
17
years of professional experience
Work History
Premium Guest Service Coordinator
American Airlines
03.2024 - Current
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Attended to customer needs, responding to questions, complaints and escalations.
- Monitored staff training, scheduling and shift changes.
- Monitored inventory levels of essential supplies, proactively ordering replacements to avoid shortages or delays in guest services.
- Evaluated and promptly resolved lodging facility operational issues.
- Created and managed accurate occupancy forecasts and budgets.
Cutomer Relations
American Airlines
02.2021 - 03.2024
- Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Reduced response time by implementing efficient processes for handling customer requests and concerns.
- Streamlined communication channels for improved customer relationships and increased loyalty.
Transportation Driver
Lyft Brands Group
07.2018 - 03.2021
- Coordinated efficient routes to avoid delays and optimize schedules.
- Demonstrated excellent time management skills, consistently meeting tight deadlines and maintaining punctuality for all scheduled routes.
- Communicated effectively with customers regarding shipment statuses, delays, or any other pertinent information.
- Enhanced customer satisfaction by providing timely and professional transportation services.
Office Manager
The Marlene Agency
01.2015 - 07.2018
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Controlled finances to lower costs and keep business operating within budget.
- Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
Lead Customer Service Manager
Walmart
01.2014 - 01.2015
- Coordinated with sales and marketing teams to align customer service efforts with promotional campaigns.
- Developed high-performing teams through targeted training and regular performance evaluations.
- Oversaw the hiring process for customer service representatives, selecting candidates who fit well with company culture and values.
- Conducted regular meetings with staff to discuss progress, challenges, and potential solutions to ongoing concerns.
Unit Control Officer
Navajo County Sheriff Department
03.2007 - 12.2009
- Contributed to the efficient processing of new detainees by conducting intake procedures such as fingerprinting, photographing, and inventorying personal belongings.
- Conducted physical searches of prisoners and premises in search of weapons and contraband.
- Managed daily operations, including supervising inmate work details, meal distribution, and recreational activities.
- Wrote daily reports and maintained logs of inmate activities and behaviors.
- Maintained a safe environment for inmates and staff through effective communication and adherence to established protocols.
- Promoted a culture of respect within the detention center by modeling professionalism at all times and treating inmates with dignity.
Education
Associate of Science - Aviation
Cypress College
Cypress, CA06.2020
Associate of Arts - Associates
Northland Pioneer College
Holbrook, AZ06.2008
High School Diploma -
Valley High School
Las Vegas, NV06.1990
Skills
- Customer Service
- Work Planning and Prioritization
- Relationship Building
- Project Coordination
- Strategic Planning
- Schedule Management
- Operations Management
- Professional Networking
Timeline
Premium Guest Service Coordinator
American Airlines
03.2024 - Current
Cutomer Relations
American Airlines
02.2021 - 03.2024
Transportation Driver
Lyft Brands Group
07.2018 - 03.2021
Office Manager
The Marlene Agency
01.2015 - 07.2018
Lead Customer Service Manager
Walmart
01.2014 - 01.2015
Unit Control Officer
Navajo County Sheriff Department
03.2007 - 12.2009
Associate of Science - Aviation
Cypress College
Associate of Arts - Associates
Northland Pioneer College
High School Diploma -
Valley High School