John Phillips
Tulsa,OK
Summary
Experienced professional offers 22 years working in airline industry including positions as Reservations Sales Agent, Airport Sales Agent, and Flight Attendant.
Proven skills in responding to emergency situations and maintaining calm demeanor under pressure. Pursuing Reservations Sales Agent position to provide exceptional customer service to travelers.
Overview
32
32
years of professional experience
Work History
Scheduling Supervisor
Ascension St. John Hospital
Tulsa, OK
09.2021 - Current
- Direct and supervise a team of 27 employees in daily operations.
- Maintain accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Track progress on projects and provide timely feedback to staff members.
- Conduct weekly meetings with team members to discuss upcoming tasks and project deadlines..
- Monitor employee productivity levels on a regular basis to identify areas of improvement.
- Appointment scheduling
Unit Coordinator
UAMS- University Of Arkansas For Medical Sciences
Little Rock, AR
04.2019 - 06.2021
- Coordinated and assigned patients to nurses for optimal OR flow.
- Troubleshooted and resolved department issues to maintain optimal patient flow.
- Monitored unit supply levels and notify management of ordering needs.
- Facilitated timely execution of lunch breaks for nurses and other staff.
- Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs.
- Cooperated and communicated effectively with physician and nurses to ensure patient satisfaction and compliance with set standards.
- Identified opportunities for process improvements within the unit.
Unit Coordinator/Main Operating Room
Sparks Regional Medical Center
Fort Smith, AR
11.2015 - 10.2017
- Cooperated and communicated effectively with surgeons and staff to ensure optimal flow was maintained.
- Communicated closely with Pre and Post Op Surgical Department.
- Interpreted physician orders to coordinate appropriate tests and verify compliance with admission criteria.
- Screened patients before and during admissions processes.
- Verified insurance and collected critical data elements to properly identify and bill patients.
- Collected and processed copayments and out-of-pocket charges.
- Oversaw collection of admission, billing and processing documents to meet organizational expectations.
- Created and maintained accurate and confidential patient files according to regulatory mandates.
Flight Service Manager/Int'l Flight Attendant
United Airlines
Chicago, IL
04.2005 - 01.2015
- Coordinated with cockpit and ground crew concerning pertinent information concerning the flight.
- Coordinated with International hotels for layover crew rooms.
- Coordinated in-flight service flow.
- Supervised up to 12 team members.
- Promoted efficient use of storage space by instructing passengers on best methods for stowing luggage in overhead compartments and under seats.
- Inspected interior of aircraft prior to, during and after flights to check for proper stowing of emergency equipment.
- Controlled flight environment by responding to disruptive passengers per FAA and federal guidelines.
- Politely greeted incoming passengers and provided direction to seat locations to facilitate boarding process.
- Conducted periodic trips through cabin to monitor passenger comfort.
- Completed flight logs, passenger action reports and inventory paperwork with high attention to detail.
- Served beverages and food items and provided key information about offerings to passengers during flights.
- Promoted passenger and crew safety by maintaining airline and federal aviation regulations at all times.
- Comforted and provided reassurance to passengers during unforeseen or stressful events, such as flight turbulence and flight delays.
- Demonstrated and clearly explained safety processes and emergency procedures to passengers before takeoff.
- Kept team on track by assigning and supervising their activities and giving constructive feedback.
- Contributed to development, planning and completion of project initiatives.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Attended trainings in customer service, conflict resolution techniques, and safety procedures to remain current on new requirements and procedures.
- Dealt with mechanical and passenger emergencies according to standards.
Flight Attendant\Inflight Supervisor
Southwest Airlines
Dallas, TX
08.1995 - 08.2004
- Supervised up to 50 team members with positive instruction and guidance.
- Promoted friendly work environment.
- Promoted company culture.
- Completed in-flight audits of flight attendants work ethics.
- Flight Attendant Evaluations.
- Provided disciplinary action when needed to non-compliant team members.
- Offered advise and instruction to solve problem situations.
- Met aircraft on occasion to administer random drug and alcohol test to flight attendants.
- Attended trainings in customer service, conflict resolution techniques, and safety procedures to remain current on new requirements and procedures.
- Directed junior team members in proper duties and company regulations.
- Awarded team members with random awards for a job well done.
Reservations Sales Agent/Airport Customer Service
Southwest Airlines
Dallas, TX
09.1992 - 08.1995
- Processed reservations and answered incoming calls promptly while providing courteous service throughout duration of call.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Assisted customers with ticket purchases, trip planning, pricing and scheduling.
- Completed order transactions and generated travel documentation and detailed itineraries.
- Greeted passengers and provided boarding instructions.
- Utilized PA system to announce departures and changes to flight or gate information.
- Collected baggage charges and accepted baggage for check-in.
- Printed itineraries and tickets for hundreds of passengers each day.
- Advised customers on available options regarding their travel plans when faced with delays or cancellations due to weather or mechanical issues.
Skills
- Typing 65 WPM
- Phone etiquette
- Computer skills
- Strong written and verbal communication
- Attention to Detail
- Public interaction
- Training and coaching
- Conflict Resolution
- Offers Excellent Customer Service
- Rapport building
- Friendly and personable
EDUCATION AND TRAINING
BUSINESS ADMINISTRATION AND MANAGEMENT
Lone Star College, Houston, TX
REFERENCES
REFERENCES AVAILABLE UPON REQUEST
Timeline
Scheduling Supervisor
Ascension St. John Hospital
09.2021 - Current
Unit Coordinator
UAMS- University Of Arkansas For Medical Sciences
04.2019 - 06.2021
Unit Coordinator/Main Operating Room
Sparks Regional Medical Center
11.2015 - 10.2017
Flight Service Manager/Int'l Flight Attendant
United Airlines
04.2005 - 01.2015
Flight Attendant\Inflight Supervisor
Southwest Airlines
08.1995 - 08.2004
Reservations Sales Agent/Airport Customer Service
Southwest Airlines
09.1992 - 08.1995