Summary
Overview
Work History
Education
Skills
Licenses/Certifications
Timeline
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Marla Muncy

Fort Worth,TX

Summary

Accomplished Supervisor focused on meeting customer expectations and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Exceptional knowledge of cost-reduction methods and streamlining production processes. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

21
21
years of professional experience

Work History

Manager on Duty Operations

American Airlines
05.2019 - 03.2023
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Supervised and coordinated team to provide guidance and support and maximize performance.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Developed detailed plans based on broad guidance and direction.
  • Mentored and supported junior staff members to apply best practices and follow procedures.
  • Implemented cost-saving measures to enhance profitability and align with budget.

Customer Service Manager

American Airlines
01.2010 - 05.2019
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Followed through with client requests to resolve problems.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Supervisor of Operations

American Airlines
10.2001 - 01.2010
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.

Education

Bachelor of Science - Rehabilitation Services

University of North Texas
Denton, TX
12.2001

Associate of Applied Science - Mental Health Services

Tarrant County College District
Fort Worth, TX

Skills

  • Strong Business Acumen
  • Verbal and Written Communication
  • Service Management
  • Process Improvement
  • Attention to Detail
  • Regulatory Compliance
  • Customer Communication
  • Assessing Customer Needs
  • Site Investigations
  • Policy Implementation

Licenses/Certifications

TX All Lines Adjuster Course

Xactimate Training

Texas Adjuster License #3066513

Alabama Adjuster License #3002727596

Arizona Adjuster License #20850864

Arkansas Adjuster License #20850864

Florida Adjuster License Pending (Application Submitted)

Georgia Adjuster License #3651050

Louisiana Adjuster License #1087189

Mississippi Adjuster License #10980452

Oklahoma Adjuster License #3002725433


American Airlines Care Team/Disaster Team 2001-2023



Timeline

Manager on Duty Operations

American Airlines
05.2019 - 03.2023

Customer Service Manager

American Airlines
01.2010 - 05.2019

Supervisor of Operations

American Airlines
10.2001 - 01.2010

Bachelor of Science - Rehabilitation Services

University of North Texas

Associate of Applied Science - Mental Health Services

Tarrant County College District

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Marla Muncy