Summary
Overview
Work History
Education
Certification
Accomplishments
Timeline
Work Availability
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Kelly Roberts

Certified Aircraft Dispatcher
Dallas,TX

Summary

Motivated and conscientious leader with real life emergency responder experiences while solving problems creatively and using tact and diplomacy to achieve positive outcomes. Well-versed in building productive relationships, comfortable thriving in competitive, fast-paced environments. Polished in handling direct employee concerns, and executing financial responsibilities. Personable professional with exemplary customer service skills paired with a medical background in therapy with a heavy focus on workers compensation. Multi-tasking Manager well-known for creating positive workplace culture and lasting relationships. With a recent focus on growing my career in aviation I have just completed my certificate in Aircraft Dispatch and am eager to showcase my talent in this new field.

Overview

20
20
years of professional experience
1
1
Certification

Work History

System Customer Service Manager, Customer Recovery

IOC, American Airlines
Dallas, TX
01.2022 - Current
  • Corporate Complaint Resolutions Officer, versed in DOT Part 382- Nondiscrimination of passengers on the basis of disability in air travel. Supported airport Complaint Resolution Officers in making final decisions for acceptance or denial of passengers while taking into account Federal Regulations on behalf of the IOC (Integrated Operations Center)/American Airlines.
  • Managed the WebEOC during flight incidents or emergency drills and coordination of appropriate stakeholders i.e. SSC / Stations / FACT.
  • Advocated on behalf of customers during IROPs, managed customer needs as result of diversions and delay recovery.
  • Focused to ensure effective service recovery effort is deployed timely and consistently.
  • Ensured sound support / re-accommodation was provided to minimize customer impact, and promoted revenue protection.
  • Proactively identified potential customer service issues and engaged impacted stations.

CSM, Airport Workforce Management

American Airlines
Charlotte, NC
11.2020 - 01.2022
  • Resolve employee complaints while prioritizing customer satisfaction and loyalty.
  • Monitor customer service operations to assess agent performance and provide feedback.
  • Create a caring environment for our frontline team members and celebrates team successes.
  • Coordinate gate assignments for frontline team members to dynamically work flights at gates.
  • Utilize GS Realtime and other programs (i.e., Prime, GETNG, Workbrain) to identify and grant day of overtime, provide staffing inputs and tour reports.

Workers Compensation/Injury Prevention Specialist

Select Medical Corporation
Charlotte, NC
02.2019 - 11.2020
  • Partnered with American Airlines in loss time prevention as well as local emergency responder for onsite triage of minor injuries.
  • Developed programs for stretching, ergonomics and injury prevention.
  • Led planning and achievement of goals and objectives consistent with American Airlines mission and philosophy.
  • Prepared presentations on health and safety concerns for FSA/CSA/CSM/Duty Managers/ MOD and MD.

Center Manager/Physical Therapist Assistant

Select Medical Corporation
Charlotte, NC
07.2004 - 11.2020
  • Implemented relationship building with physicians with workers compensation focus. Ensured appropriate productivity and staffing levels, ensuring quality of care through appropriate staffing levels. Identified open positions and hired clinical staff. Organized daily work schedule to maintain optimal patient care.
  • Developed center pre employment screening for local employers. Developed center specific marketing/sales plans for traditional referrals. Responsible for plan achievement and overseeing center staff to ensure success.
  • Assisted in developing fiscal budgets for centers. Responsible for ensuring center profitability (meet/exceed net revenues and Profit before Tax). Justified monthly Profit and Loss Statement negative variance for areas of responsibility, including referrals, visits, charge/visit, and expenses.
  • Developed strategic plan for multiple centers.
  • Assisted as a member of management in strategic planning and implementation of companies' objectives.
  • Responsible for implementation of local market business plan including company objectives and initiatives.
  • Responsible for managing operations of multiple therapy centers. Assured efficient scheduling of Patient Care/Caseload Management.
  • Assessed treatment plans and made adjustments as needed for maximum patient/productivity/reimbursement benefits.

Education

Bachelor of Science - Health Science

Gardner Webb University
Charlotte NC
01.2015

Associate of Science - Physical Therapy

Greenville Technical College
Greenville, SC

Certification

  • Aircraft Dispatcher
  • Licensed - Physical Therapist Assistant (PTA)
  • Certified Ergonomic Assessment Specialist (CEAS)
  • American Heart Association-Basic Life Support (BLS)
  • PS- Prevention Specialist

Accomplishments

  • 2023 Deployable Care Team Member, Care Team Member Administration
  • 2022 Recipient of the Real American Hero Award
  • 2021 Graduate of Harvard Business Publishing's Right Start Program

Timeline

System Customer Service Manager, Customer Recovery

IOC, American Airlines
01.2022 - Current

CSM, Airport Workforce Management

American Airlines
11.2020 - 01.2022

Workers Compensation/Injury Prevention Specialist

Select Medical Corporation
02.2019 - 11.2020

Center Manager/Physical Therapist Assistant

Select Medical Corporation
07.2004 - 11.2020

Bachelor of Science - Health Science

Gardner Webb University

Associate of Science - Physical Therapy

Greenville Technical College

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Kelly RobertsCertified Aircraft Dispatcher