Summary
Overview
Work History
Education
Skills
Timeline
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Jill Smith

Fort Worth,Texas

Summary

Passionate instructor offering several-year background teaching courses throughout the American Airline training department from New Hires to the American Airlines family and then to the AAdvantage product both Domestically and Internationally. I have taught and our Conceigekey product as well as our oneworld/Codeshare curriculum to our own Travel Professionals and management team. I have coached and mentored multiple agents throughout my career with-in the American Airlines reservation departments. I have assist with raised hand assist to ensure each students success in their new departments. I am a committed student eager to leverage exceptional communication and interpersonal skills in a professional setting.

Overview

30
30
years of professional experience

Work History

Oneworld Liaison Specialist

American Airlines
Dallas Fort Worth, TX
04.2014 - Current
  • Acted as a point of contact for both our internal and external oneworld/Codeshare partners and third-party agencies that provide travel services to our customers via phone and email.
  • Organized and facilitated one-on-one mentoring for both our current and new-to-function agents to ensure successful outcomes for our department.
  • Ensured compliance with relevant legislation when carrying out liaison activities.
  • Collaborated with senior management to identify areas that help improve our existing web reference files, and training materials.
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Supported the implementation of new technologies designed to improve customer experience.
  • Worked with cross-functional teams to achieve goals.
  • Completed day-to-day duties accurately and efficiently.

Concierge Key Travel Professional

American Airlines
Fort Worth, TX
03.2010 - 04.2014
  • Facilitated and taught the Concierge Key product in our office to new Travel Professionals.
  • Managed incoming calls from Concierge Key travelers, ensuring that all requests were handled efficiently and accurately.
  • Built detailed knowledge of locations and points of interest to thoroughly answer Concierge Key questions.
  • Handled complaints from Concierge Key customers in an efficient manner while working toward satisfactory resolutions via phone or email.
  • Coordinated with airport management for a meet-and-greet for our Concierge Key traveler upon arrival at the airport and departure to ensure a smooth and worry-free travel experience.

AAdvantage International Travel Professional

American Airlines
Fort Worth, TX
11.1998 - 04.2010
  • Facilitated and taught the International AAdvantage product to our new Travel Professionals in the International AAdvantage department.
  • Mentored travel professionals per CCM request.
  • Assisted in resolving customer complaints regarding travel arrangements.
  • Maintained a working knowledge of the AAdvantage product to help with the customers' travel needs.
  • Created customized itineraries for passengers based on their preferences and AAdvantage mileage balance.
  • Cultivated strong, value-added relationships with customers daily by delivering accurate travel itineraries and knowledge of the AAdvantage product.
  • Provided exceptional customer service, resolving any travel-related issues promptly.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Domestic AAdvantage Travel Professional

American Airlines
Fort Worth, TX
11.1996 - 11.1998
  • Conducted destination research to offer clients insightful travel advice and recommendations.
  • Responded immediately to clients' questions, issues, and complaints, and found effective solutions when required.
  • Asked open-ended questions to best understand client needs and determine best travel offerings.
  • Created travel itineraries and made adjustments to meet client specifications.
  • Fostered a positive and collaborative work environment, sharing travel tips and insights with colleagues.
  • Maintained up-to-date knowledge of industry trends and developments in travel policies, regulations and procedures.

Domestic Sales Travel Professional

American Airlines
Fort Worth, TX
04.1995 - 10.1996
  • Developed personalized travel itineraries based on clients' preferences and budget.
  • Assisted in resolving customer complaints regarding travel arrangements.
  • Built and maintained strong relationships with management and other travel professionals.
  • Maintained a positive attitude both on and off work.
  • Continued to keep with the current company policy and procedure to help ensure a safe working environment for myself and others.

Education

High School Diploma -

Liahona High School
Nukualofa, Tongatapu
10-1987

Some College (No Degree) - General Studies

University of Hawaii At Manoa
Honolulu, HI

Skills

  • Previous experience in instructing and facilitating the oneworld/codeshare curriculum
  • Experience working with Microsoft Office, to include Word, Excel, Teams, and PowerPoint
  • Proficient in AAcorn, Sabre, Qikres, Decs, and other Oneworld partitions
  • Superior administrative and time management skills
  • Ability to handle multiple assignments simultaneously
  • Engaging learning approaches to ensure a successful training experience for all traveling professionals, including management
  • Consistently meeting all goals and expectations, including call efficiency guidelines
  • Trained in Specialty 1 and Specialty 2 call types
  • Mentoring and one-on-one coaching for oneworld/codeshare travel professionals for current and new-to-function agents
  • Assist with a raised hand to ensure a smooth transition of the new students to function from a classroom setting to going live with the customers on the phone

Timeline

Oneworld Liaison Specialist

American Airlines
04.2014 - Current

Concierge Key Travel Professional

American Airlines
03.2010 - 04.2014

AAdvantage International Travel Professional

American Airlines
11.1998 - 04.2010

Domestic AAdvantage Travel Professional

American Airlines
11.1996 - 11.1998

Domestic Sales Travel Professional

American Airlines
04.1995 - 10.1996

High School Diploma -

Liahona High School

Some College (No Degree) - General Studies

University of Hawaii At Manoa

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Jill Smith