Melissa A Wallace
Dania Beach,FL
Summary
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.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Customer Service Manager
American Airlines
Miami, FL
03.2011 - Current
- Primary responsibilities include managing Injury On Duties thru all phases of the injury
- Kept accurate records to document customer service actions and discussions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
General Manager
American Eagle
Louisville, KY
04.2007 - 09.2010
- Supervise operation of American Eagle, American Connection, Midwest, Frontier and American Airlines operations, manage as many as 50 employees including, scheduling, time and attendance employee discussions.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Customer Service Manager
American Airlines
Colorado Springs, CO
04.2004 - 04.2007
- 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.
Sr. Analyst/Project Manager
American Airlines
Fort Worth, TX
09.1997 - 04.2004
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Validated results and performed quality assurance to assess accuracy of data.
Consultant
SABRE Decision Technologies
Dallas, TX
03.1995 - 09.1997
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Integrated technology and business operations to identify targeted solutions to customer issues.
QIK-RES
American Airlines
Fort Worth, TX
09.1993 - 03.1995
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
Central Reservations Office (CRO)
American Airlines
Cincinnati, OH
11.1986 - 09.1993
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Education
No Degree - Computer Science
Tarrant Count Junior College
Fort Worth, TX1997
Legal Assisting -
University of Cincinnati
01.1992
Systems Radio Operations -
United States Air Force Technical Training
07.1991
Legal Office Administration -
University of Cincinnati
01.1986
Skills
- Report Preparation
- Handling Escalations
- One Call Resolution
- Schedule Coordination
- Customer Service
- Policy Enforcement
- Decision-Making
Certification
- Licensed Accredited Claims Adjustor 0620 All Lines License #G073609
Timeline
Customer Service Manager
American Airlines
03.2011 - Current
General Manager
American Eagle
04.2007 - 09.2010
Customer Service Manager
American Airlines
04.2004 - 04.2007
Sr. Analyst/Project Manager
American Airlines
09.1997 - 04.2004
Consultant
SABRE Decision Technologies
03.1995 - 09.1997
QIK-RES
American Airlines
09.1993 - 03.1995
Central Reservations Office (CRO)
American Airlines
11.1986 - 09.1993
No Degree - Computer Science
Tarrant Count Junior College
Legal Assisting -
University of Cincinnati
Systems Radio Operations -
United States Air Force Technical Training
Legal Office Administration -
University of Cincinnati