Summary
Overview
Work History
Education
Skills
References
Education and Training
Certification
Timeline
Generic

Lashnda Duffey

Cedar Hill

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 AA.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Licensed Service Agent

Goosehead
10.2024 - Current
  • Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
  • Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
  • Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
  • Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.
  • Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
  • Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.

Customer Relations/Department of Transportation

American Airlines
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
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
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
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
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
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
05.1999 - 10.2000
  • Take inbound calls from our passengers
  • Book solely 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
05-1991

Some College (No Degree) - Business

San Antonio College

Skills

  • 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.

Education and Training

other,other

Certification

  • Licensed Service Agent - For State of Texas

Timeline

Licensed Service Agent

Goosehead
10.2024 - Current

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

Some College (No Degree) - Business

San Antonio College

High School Diploma -

O.W. Holmes High School

Similar Profiles

CREATE PROFILE