Lashnda Duffey
Cedar Hill,TX
Summary
My experience with the AA organization has helped me understand the airline business from several different perspectives. Each of these areas has prepared me to be competitive team player with the ability to contribute and serve both internal and external clients
I am committed to collaborating to positively impact all parties involved to achieve a desired result. Outgoing and friendly with strong drive to succeed. I have the understanding of the importance of great customer service and with that understanding keeps our travelers using using AA.
Overview
25
25
years of professional experience
Work History
Customer Relations/Department of Transportation
American Airlines
Dallas, TX
10.2023 - Current
- Work Files pertaining to the Department of Transportation
- Thoroughly review the Department of Transportation file
- Resolve customer complaints to both the customer and DOT
- Demonstrate the ability to multi-task, prioritize
Customer Relations Representative
American Airlines
Dallas, TX
07.2022 - 10.2023
- Resolve customer complaints quickly and efficiently
- Promote customer satisfaction and loyalty
- Demonstrate the ability to multi-task, prioritize, and organize in a fast-paced environment
- Build and maintain profitable relationships with key customers
- Resolve an average of 30 client issues daily
- Receive an average of 35.33 for Quality Monitor in 4Q2023
Group and Meeting Travel Sales
American Airlines
Dallas, TX
04.2012 - 07.2022
- Handles travel arrangements for groups of 10 or more, from Meeting Planners and Travel Agencies
- We block space and issue agreed upon terms in the form of a contract
- Research problems that arise with the group process such as pricing challenges, routing or refunds
- Take payments via credit and debit cards and handled sensitive information with professionalism and discreteness
- Assist with Domestic Sales backup calls
Advantage Que Support
American Airlines
Dallas, TX
08.2010 - 04.2012
- Worked queues in timely matter
- Processing schedule change updates
- Confirming automatic upgrade request for our passengers
- Make outbound calls to our passengers to assist them in getting flights rebooked
International Advantage Sales Rep
American Airlines
Dallas, TX
09.2002 - 08.2010
- Take inbound calls assisting passengers booking travel both domestic and international using their miles
- Enrolled passengers in the Advantage program
- Consistently participate in the Partner transfer program
- Assisted with Domestic Sales backup calls
Domestic Advantage
American Airlines
Dallas, TX
10.2000 - 09.2002
- Take inbound calls from our passengers and travel agencies
- Booked Domestic travel using passengers earned Advantage miles
- Assisted with Domestic Sales call backup
Domestic Sales Representative
American Airlines
Dallas, TX
05.1999 - 10.2000
- Take inbound calls from our passengers
- Book soley domestic travel
- Assist with schedule changes to their reservations
- Enroll our passengers in the Advantage program
Education
High School Diploma -
O.W. Holmes High School
San Antonio, TX05-1991
Some College (No Degree) - Business
San Antonio College
San Antonio, TXSkills
- International Reservations
- Travel Arrangements
- Leisure Travel
- Customer Service
- Reservations Booking
- Detailed oriented
- Active Listening
- Company Branding
- Verbal and Written Communication
- Critical Thinking
References
References available upon request.
Timeline
Customer Relations/Department of Transportation
American Airlines
10.2023 - Current
Customer Relations Representative
American Airlines
07.2022 - 10.2023
Group and Meeting Travel Sales
American Airlines
04.2012 - 07.2022
Advantage Que Support
American Airlines
08.2010 - 04.2012
International Advantage Sales Rep
American Airlines
09.2002 - 08.2010
Domestic Advantage
American Airlines
10.2000 - 09.2002
Domestic Sales Representative
American Airlines
05.1999 - 10.2000
High School Diploma -
O.W. Holmes High School
Some College (No Degree) - Business
San Antonio College