Lyn Jones
N Richland Hills,TX
Summary
Seeking a position with American Airlines where excellent analytical and technical skills can be utilized to improve profitability.
Overview
29
29
years of professional experience
Work History
Customer Service Operations Manager
American Airlines
04.2020 - Current
- Supports station management in leading airport personnel to provide superior customer service experience
- Provides direction and appropriate support structure using effective resources to enable the team to deliver high performance
- Leads/directs airport personnel to perform their work in a safe and efficient manner in compliance with Federal, State and Local regulations including DOT, FAA and other government agencies
- Promotes an environment of mutual respect and trust between frontline team members
- Manage multiple software programs simultaneously to quickly analyze the operation and determine best course of action throughout the day
- Ability to work quickly and effectively to analyze and solve complex problems, including staffing situations to mitigate risks and drive results
- Lead and collaborate with admin and operations leaders to ensure resources are planned and applied where they are most needed
- Working closely with the union
- Multi-tasking multiple priorities in a deadline driven environment for operational success
- Self-motivated, with a strong sense of personal responsibility.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Skilled at working independently and collaboratively in a team environment.
Baggage Service Operations Analyst
American Airlines
10.2019 - 04.2020
- Review/Analyze daily operational metrics
- Review/Analyze claims incorrectly coded to the hub
- Partners with Central Baggage, Baggage Service Office and Operations team to improve processes
- Provides real time trend data to operating groups and senior leadership
- Prepares various operational reports for senior leadership
- Developed and updated tracking spreadsheets using Excel & Tableau.
- Analyzed trend data to forecast operational needs and plan next course of action.
- Created and managed operational databases to store and track data and maintain accurate information.
- Assessed operational performance to identify areas for improvement.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Senior Accounting Specialist
American Airlines Cargo
03.2018 - 10.2019
- Cargo Revenue Accounting
- Manual air waybill adjustments/audits
- Debit/Credit memos
- Internal/External customer service via phone and email
- Researches and resolves accounting discrepancies in a timely manner
- Meet month end requirement
- Reviewed documents and accounts for discrepancies and resolved variances.
- Reconciled accounts and created documents for monthly closure procedures.
Front End Rating Analyst
American Airlines Cargo
07.2014 - 03.2018
- Accurate and timely rating of air waybills
- Manually rate all components of air waybills
- Meet month end requirements
- Adhoc reporting and special projects
Chat Analyst/Rating
Aerotek – American Airlines Cargo Revenue Management
11.2011 - 07.2014
- Review daily forecasts to utilize full aircraft availability
- Communicate with all levels of management and field sales to assist with booking requests
- Active member with IT/DEV/IVR team, testing C-REX/CPS/GFX/Sabre to deploy new software
- Active member of the Front-End Rating team, rating air waybills
- Report entries of daily and monthly processing
- Validated results and performed quality assurance to assess accuracy of data.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
Cargo Sales
American Airlines Cargo
07.2009 - 11.2011
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Assisted call-in customers with questions and orders.
- Negotiated pricing with vendor suppliers to fit customer budgets and generate maximum gross profit.
Senior Customer Service Agent
Delta Airlines
07.1995 - 07.2005
- Worked various positions: Ramp, Ticket Counter, IROP Agent, New Hire Mentor, Baggage Service Office, Operations, Accounting, Auditing, International Reservations, Ground Security Coordinator, Environmental Coordinator.
Education
General Studies
Tarrant County College
Hurst, TXMedical Billing & Coding
U.S. Career Institute
Ft. Collins, COTravel Industry Overview
International Aviation & Travel Academy
Arlington, TXSkills
- Data Entry
- Microsoft (Word, Excel, PowerPoint, Outlook)
- Sabre, Deltamatic, Mosaic
- Bosonova, QuickBooks, Quicken, Peachtree Accounting, C-Rex, CPX, GFX IATA Customer Portal, CASS, CNS, CARS Accounting, Excel Certification, GS Real Time, Falcon, Airportal, Prime, Raptor, GET
Accomplishments
- Volunteer Experience or Leadership
- 1996-2005 Care Team Volunteer – Delta Airlines
- 1998-2005 Environmental Coordinator & Environmental Protection Agency Training – Delta Airlines
- 1998-2005 Hazardous Waste Management – Delta Airlines
- 1998-2005 Manual Weight and Balance – Delta Airlines
- 2002-2005 Ground Security Coordinator – Delta Airlines
- 2020 CPR Certified
Timeline
Customer Service Operations Manager
American Airlines
04.2020 - Current
Baggage Service Operations Analyst
American Airlines
10.2019 - 04.2020
Senior Accounting Specialist
American Airlines Cargo
03.2018 - 10.2019
Front End Rating Analyst
American Airlines Cargo
07.2014 - 03.2018
Chat Analyst/Rating
Aerotek – American Airlines Cargo Revenue Management
11.2011 - 07.2014
Cargo Sales
American Airlines Cargo
07.2009 - 11.2011
Senior Customer Service Agent
Delta Airlines
07.1995 - 07.2005
General Studies
Tarrant County College
Medical Billing & Coding
U.S. Career Institute
Travel Industry Overview
International Aviation & Travel Academy
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