Melissa Little
Cary,NC
Overview
14
14
years of professional experience
Work History
American Airlines
Cary, NC
06.2021 - Current
- Handle contacts from customers and gain their trust by providing solutions to their travel needs
- Listen to the customers’ needs and proactively offer options
- Generate revenue by selling tickets and related products/services
- Offer a high level of customer service
- Work on a full-time basis, at a workstation
- Ability to work in an operation that covers a 24-hour period which includes weekends and holidays and day/evening/overnight shifts that could vary throughout the year and as determined through seniority bidding
- On occasion, be offered voluntary overtime and required to work mandatory overtime
- Be assigned performance goals and receive coaching towards continuous improvement
- Work within a caring environment with a passion for culture and diversity with a strong sense of community, volunteer groups and support of various cause
Customer Service Agent/Trainer
American Airlines
01.2019 - 06.2021
- Responsible for development, coordination and delivery of training material as requested by leadership and company mandated training programs
- Maintain all Customer Care training records in Learning Hub and compliance data and have training compliance data available to government agencies such as TSA, FAA, etc
- Prepare and present Customer Care briefings
- Maintain correspondence of training activity with leadership
- Support and participate in special projects and programs as needed
- Oversee and administer onboard training for all ATL Customer Care personnel
- Instruct, certify and oversee recurrent training for all Customer Care personnel in safely operating Jet Bridges
- Perform duties covered in Customer Care CBA as daily operation requires
- Could be expected to work positions in the operation to remain current and provide visibility for the training department.
Customer Service Agent
American Airlines, CHS
12.2014 - 01.2019
- Promotes and sells air travel to the traveling public or freight forwarders
- Provides assistance with passenger check-in and cargo acceptance
- Interprets government rules and requirements for domestic and international travel or cargo shipments
- Meets and dispatches aircraft within established times
- Provides assistance to distressed passengers and customers
- Protects company property and revenue
- Provides for safe travel
- Possesses the physical ability and dexterity to use motor skills to perform various job-related tasks
- Uses organizational skills to perform multiple tasks within a limited time period
- Is self-motivated and requires minimal supervision
- Responds and assists during security and emergency situations
- Follows internal/external policies and procedures
- May be required to drive and operate air stairs up to various types of aircraft in order to enplane and deplane passengers
- May be required to perform Passenger Operation Control functions including air to ground communication as well as Tower functions
- Depending on airport location this position may work in various weather conditions
- Due to flight operations Customer Service Agents work shifts that include irregular and/or extended hours, weekends and holidays.
Front Desk Receptionist/Trainer
The Best Western Plus Airport Inn & Suits
02.2011 - 09.2014
- Provide excellent support, guidance and mentorship in superior customer services to assigned FDAs
- Assist the FDA team, overseeing them to ensure all processes run smoothly and resolving customer concern
- Display knowledge of the services, policies, processes and procedures at each of the residence front desks and of Housing and Residences to build long term customer relationships
- Provide excellent, professional and consistent customer service
- Keep equipment and desk clean, sanitized and organized
- Participate and assist with facilitation of FDA orientation
- Participate in a feedback meeting with all trainers and the management team to assess the goals of the Trainer position and provide suggestions for future terms
- Set up and explained new membership contracts
- Strong interpersonal skills to effectively articulate company needs a
Education
BA -
Strayer University
09.2024
Trident Technical College
01.2019
Diploma -
R.B. Stall High School
06.2010
Skills
- Leadership Team building Planning Problem-solving Goal-oriented Motivating Effective Communication
- Time management Training and Development
- PROJECTS
- T0 Champion —
- Attended bi-weekly conference calls with the south eastern stations to talk about station statistics and develop ideas to meet company and station goals
- Training
- Attended monthly conference calls regarding Customer Care Policy and Procedure updates Conducted monthly briefings with team members Advised team members of upcoming training lessons
Timeline
American Airlines
06.2021 - Current
Customer Service Agent/Trainer
American Airlines
01.2019 - 06.2021
Customer Service Agent
American Airlines, CHS
12.2014 - 01.2019
Front Desk Receptionist/Trainer
The Best Western Plus Airport Inn & Suits
02.2011 - 09.2014
BA -
Strayer University
Trident Technical College
Diploma -
R.B. Stall High School
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