Mia Mansfield
Euless,TX
Summary
Self-motivated, goal driven, and detailed orientated leader with over 5 years of experience in the airline industry. Experience includes operational coverage, Lost Time and attendance, utilization of GS Realtime to staff operational needs. Working with a unionized workforce, knowledge of joint collective bargaining agreement (JCBA), and office administration.
Overview
7
7
years of professional experience
Work History
Team Lead, Customer Experience Strategy & Continuous Improvement
American Airlines
01.2024 - Current
- Manage day-to-day work across airports & ensures consistency in policy interpretation
- Leads a team of six Lost Time Customer Service Managers who support BOS, JFK, LGA, PHL and MIA.
- Collaborate with Data & Analytics team to develop meaningful reporting and coordinates with senior leadership on attendance strategies
- Act the escalation point for Attendance Supervisors, airport leadership, and union partners resolving complex issues
- Partner with Labor, Legal, absence management & Team Member Services to address and resolve local issues
- Lead and develop special projects, providing mentorship and guidance to team members for their professional growth and promotion
- Ensures thorough understanding of and compliance with all company and departmental policies, procedures, and regulations
- Provides guidance in developing Attendance Supervisors for greater responsibility and promotion
- Participates in task forces and planning activities to problem solve and plan the future direction of the department
- Supports and influence various initiatives and projects set by Airports
- Performs other projects as assigned.
Customer Service Manager, Customer Experience Administration
American Airlines
03.2023 - 01.2024
- Utilized APS (Attendance and Performance System) for daily attendance discussions
- Managed attendance records for agents within Customer Care, Premium Guest Services and Customer Operations
- Collaborated with operational leaders/senior leaders to schedule daily attendance discussions for any agents who are off par
- Utilized Workbrain to review agent absences, lateness’s, and FMLA usage
- Prepared and presented in attendance grievances filed by TWU-IAM and CWA unions
- Utilized Tableau to generate and share with senior leaders’ weekly attendance progression
- Reviewed agents’ ARC (Absence and Return Center) cases which includes FMLA and block cases
- Requested calls with Legal, Labor and HR to discuss employees’ issues/concerns and employment
- Completed Wellness Checks and schedule mandatory directives for attendance meetings
- Performed other duties as needed.
Customer Service Manager, Customer Care
American Airlines
11.2021 - 03.2023
- Met on-time performance goals while maintaining a safe environment
- Collaborated with other departments to engage our team to work together to achieve common goals
- Delivered presentations and briefings which included key corporate and local information to frontline leaders
- Coached and provided career development to all frontline team members
- Provided effective communication and training to frontline team members to ensure that performance goals and secondary metrics were met
- Comprehended and utilized union contract rules in daily interactions with frontline team members and union leaders
- Built effective relationships with team members which include caring, integrity, respect, and dignity
- Also, acted as a GSC, CRO, and other duties as assigned.
Staff Assistant
American Airlines
11.2017 - 11.2021
- Coordinated and maintained operational coverage and lost time
- Solved complex staffing issues with minimal oversight
- Provided additional staffing support during irregular operations and peak travel season
- Assisted with new hire training and mentoring
- Assisted with special projects and new software implementation.
Education
Completed courses towards Associate in applied science (A.A.S) -
Delaware County Community College
Media, PA05.2020
High School Diploma -
Penn Foster High School
Scranton, PA06.2005
Skills
- Office Management
- Project Management
- Team Orientated
- Conflict Resolution
- Critical Thinker
- Intrapersonal Skills
- Communication Skills
- Organizational Skills
- Problem Solving Skills
- Microsoft Office Suite
- Coaching and Mentoring
- Performance Improvement
- Schedule Management
- Operations Management
- Employee Evaluation
- Trend tracking
Affiliations
- Member – Muslim Employee Business Resource Group (EBRG)
- Member – Black Professional Network Employee Resource Group (EBRG)
- Mentor – GenNow Mentorship Program
Timeline
Team Lead, Customer Experience Strategy & Continuous Improvement
American Airlines
01.2024 - Current
Customer Service Manager, Customer Experience Administration
American Airlines
03.2023 - 01.2024
Customer Service Manager, Customer Care
American Airlines
11.2021 - 03.2023
Staff Assistant
American Airlines
11.2017 - 11.2021
Completed courses towards Associate in applied science (A.A.S) -
Delaware County Community College
High School Diploma -
Penn Foster High School