Marci VanDusen
Nashville,TN
Summary
An industry savvy individual seeking a role that is challenging and yet rewarding. Skilled in training team members and establishing a rapport. Patient and empathetic with extensive background in conflict resolution, both customer care and customer operations
Overview
14
14
years of professional experience
Work History
General Manager
American Airlines
Nashville, TN
06.2022 - Current
- Managed overall processing for oversold and weight restricted flights
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Cohesively worked with other departments to ensure flights left on schedule
- Mentored new team members.
General Manager
American Airlines
Columbus, OH
07.2020 - 06.2022
- Directs and manages daily operations to ensure a safe, reliable, and efficient service
- Monitors, reviews and reports station performance
- Establishes a rapport through engagement, collaboration and inclusiveness with internal and external associates
- Leads, motivates and develops team members and future leaders
- Collaborates with business partners to ensure overall compliance
- Manages and oversees budget and financial aspects of the station.
Manager, Customer Operations
American Airlines
Atlanta, GA
05.2019 - 07.2020
- Assists in completion of performance evaluations
- Prepares schedules for Managers in my department
- Develops bids for front line team members
- Recognize and reward outstanding work performance to cultivate a positive and collaborative culture
- Coordinate new hire training, in addition to oversight of all training compliance for the department.
Manager, Control Center
American Airlines
Washington, DC
05.2016 - 05.2019
- Assists in completion of performance evaluations
- Prepares schedules for Managers in my department
- Develops bids for front line team members
- Recognize and reward outstanding work performance to cultivate a positive and collaborative culture
- Coordinate new hire training, in addition to oversight of all training compliance for the department.
Manager, Administration
American Airlines
Washington, DC
05.2014 - 05.2016
- Assisted with the overall hiring of employees
- Resolved grievances
- Monitored training to ensure compliance for employees
- Produced ad hoc reports and documents for senior team members
- Trained, coached and mentor staff to ensure smooth adoption of new program
- Worked hand and hand with union members to resolve administrative discrepancies for employees.
Compliance Coordinator
American Airlines
Washington, DC
08.2010 - 05.2014
- Educated employees by conducting compliance training programs and issuing periodic communications to refresh their knowledge of compliant work practices
- Attended court proceedings to represent the company regarding small claims cases
- Fostered relationships with Business partners to ensure clear objectives on processes and procedures
- Interpreted policies, procedures and government regulations to ensure station compliance
- Conducted weekly station audits
- Communicated and provided resolution for all compliance concerns to the General Manager.
Education
Travel & Tourism Certificate - Travel & Tourism
American Institute Of Commerce
01.1997
Skills
- Over 25 years of operational experience
- Extensive knowledge of airline regulations, safety practices, and procedures related to Customer Service
- Ability to work independently or as an integral part of a dedicated team
- Flexible, Friendly, easily adapts to challenges, changing priorities and work schedules
- Good interpersonal skills
- Skilled in recognizing and developing leaders
- Excellent in collaborating with both internal and external teams
Timeline
General Manager
American Airlines
06.2022 - Current
General Manager
American Airlines
07.2020 - 06.2022
Manager, Customer Operations
American Airlines
05.2019 - 07.2020
Manager, Control Center
American Airlines
05.2016 - 05.2019
Manager, Administration
American Airlines
05.2014 - 05.2016
Compliance Coordinator
American Airlines
08.2010 - 05.2014
Travel & Tourism Certificate - Travel & Tourism
American Institute Of Commerce