Jeremy Cooley
Chandler,AZ
Summary
Dedicated leader with a proven track record of improving customer satisfaction and team performance. I am passionate about developing the skills of team members, increasing collaboration with different work groups, and creating a positive work environment. I am adept at handling sensitive customer issues with empathy and professionalism
Overview
9
9
years of professional experience
Work History
Customer Relations Manager
American Airlines
Phoenix, AZ
11.2018 - Current
- Managed several different teams including Fulfillment, Core, DOT, International Regulations, and Disability
- Station Outreach- presenting to airport leaders regarding Customer Relations information and Disability performance
- Collaborating regularly with other departments and business partners (CBRO, SAC, Prospect, Station Leaders, Etc.)
- Resolving priority and sensitive complaints from high value customers, including de-escalating difficult conversations over the phone
Customer Relations Representative- Team Lead
American Airlines
Phoenix, AZ
03.2017 - 11.2018
- Team Lead on the Fulfillment and Core teams
- Worked directly with CBRO, Refunds, ACS. Created new CBRO cases for customer claims in the CRM system, reinstated miles for customers in Ventana, and assisted Refunds management in creating refunds claims
- Spearheaded BBB project to improve AA's rating from an "F" to an "A+"
- Trained new hires and worked with them on file approvals
Customer Relations Representative
American Airlines
Phoenix, AZ
02.2015 - 03.2017
- Inputting physical customer correspondence and doing data entry for both CR and CBRO claims
- Printing checks and vouchers to mail to customers
- Triage customer complaints and inquiries to the correct departments
Education
Associate - Business Administration
Paradise Valley Community College
Phoenix, AZ05-2014
Skills
- Knowledge of Ventana, NetTracer, WorldTracer and other SABRE applications
- Complaints Resolution Official (CRO) certified
- Knowledge of Air Carrier Access Act (ACAA) and DOT 14 CFR Part 382 regarding customers with disabilities
- Familiar with SacTrak and AvTech tools to research specific records involving customers with disabilities
Timeline
Customer Relations Manager
American Airlines
11.2018 - Current
Customer Relations Representative- Team Lead
American Airlines
03.2017 - 11.2018
Customer Relations Representative
American Airlines
02.2015 - 03.2017
Associate - Business Administration
Paradise Valley Community College
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