Nina Cook
Grand Prairie,TX
Summary
Talented professional with demonstrated record of success in marketing management and campaign development. Successful at overseeing all stages of initiatives, building positive relationships and promoting products with innovative and forward-thinking approaches. Well-versed in tracking market trends and capitalizing on opportunities.
Overview
19
19
years of professional experience
Work History
Passenger Service Agent
Envoy Air Inc an American Airlines company group
DFW Airport, TX
05.2024 - Current
- Communicated effectively with other departments to ensure the best customer experience possible.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
- Performed check-in procedures for both domestic and international flights.
- Trained new staff members on proper customer service techniques and policies.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Lead Customer Service Agent, Hub Administration
Envoy Air Inc an American Airlines company group
DFW Airport, TX
04.2024 - 05.2024
- Maintained accurate records of employee attendance, training progress, and other related data.
- Generated daily rosters detailing employee assignments as well as estimated departure times and arrival times of flights.
- Monitored compliance with company policies related to work hours, overtime, sick leave.
- Coordinated with other departments such as Flight Operations and Training to ensure staff availability.
- Assisted with onboarding new hires by providing training materials and orientation sessions.
- Assisted fellow planning staff members with tasks to maintain proper workflows.
Customer Relations Specialist
American Airlines, American Airlines HDQ
Ft. Worth, Texas
02.2022 - 03.2024
- Answered inbound calls, chats and emails to facilitate customer service.
- Monitored progress of open cases and escalated unresolved issues as necessary to the appropriate personnel or department.
- Participated in team meetings focused on developing strategies for delivering superior support services.
- Utilized problem-solving techniques when resolving challenging customer issues.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Facilitated communication between various departments in order resolve complex customer issues.
- Collaborated with other departments to ensure resolution of complex customer service issues.
- Researched customer service issues to identify root causes and determine appropriate resolutions.
- Provided accurate information about products, prices and services.
- Supported sales team members to drive growth and development.
Customer Service Agent
American Airlines, DFW International Airport
DFW Airport, Texas
04.2021 - 02.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept passengers informed by announcing important information about itineraries, flights and luggage.
- Coordinated with internal resources to process passenger information and dispatch flights on time.
- Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure.
- Resolved customer complaints regarding flight delays or cancellations.
Passenger Service Agent
Envoy Air Inc an American Airlines company group
DFW Airport, TX
06.2019 - 04.2021
- Ensured accurate completion of passenger documentation such as tickets, boarding passes, customs forms.
- Verified identification documents such as passports or driver's licenses.
- Greeted passengers upon arrival and departure, providing ticketing assistance and general information.
- Processed payment transactions utilizing point of sale systems.
- Operated various computer programs related to customer service operations.
Marketing Manager
Fox Sports Media Group
Los Angeles, CA
06.2010 - 06.2018
- Managed relationships with sponsors, partners, vendors. to ensure successful collaborations.
- Facilitated cross-functional team meetings to align marketing objectives with overall business goals.
- Worked with management team to oversee and monitor marketing strategy.
- Expanded personnel skill sets by mentoring marketing team both individually and in groups.
- Developed and executed comprehensive marketing plans to increase brand awareness and generate leads.
- Expanded new businesses by developing powerful sales, advertising and marketing campaigns.
- Coordinated promotional materials such as videos, photos, graphics. for use in campaigns.
- Collaborated closely with internal teams such as marketing, PR and design departments on various initiatives.
Sales Accountant
KGGR 1040am
Dallas, TX
05.2005 - 05.2010
- Managed accounts to ensure customer satisfaction and account retention.
- Conducted product demonstrations for existing and potential customers.
- Assisted in developing strategies for increasing brand awareness among target audiences.
- Maintained accurate records of all sales activities including client communications, presentations, proposals, forecasts.
- Built strong relationships with clients by providing exceptional customer service.
- Collaborated with marketing team to design promotional materials for products and services being sold.
- Prepared detailed presentations outlining features, benefits of products, services being sold.
- Identified areas where improvements can be made within the Sales department processes or procedures.
Education
Bachelor of Science - Mass Communications
Grambling State University
Grambling, LASkills
- Extensive professional experience in marketing and media relations for a major corporation
- Strong analytical skills, with demonstrated ability to analyze data and make sound recommendations
- Creative thinker who is solutions and results-oriented with a passion for the airline industry
- Demonstrated ability to assess opportunities, structure solutions, and effectively execute project plans to meet goals
- Highly developed interpersonal and organizational skills
- Excellent problem-solving skills
- Ability to analyze situations and implement strategies under pressure
- QIK, DECS, Sabre and Tableau
- Knowledge of MS Products
- DOT, FAA and TSA
- Knowledge of policies, procedures, and corporate structure
- Ability to perform in a fast paced environment and handle multiple tasks simultaneously
- Business Networking
- Sales expertise
Timeline
Passenger Service Agent
Envoy Air Inc an American Airlines company group
05.2024 - Current
Lead Customer Service Agent, Hub Administration
Envoy Air Inc an American Airlines company group
04.2024 - 05.2024
Customer Relations Specialist
American Airlines, American Airlines HDQ
02.2022 - 03.2024
Customer Service Agent
American Airlines, DFW International Airport
04.2021 - 02.2022
Passenger Service Agent
Envoy Air Inc an American Airlines company group
06.2019 - 04.2021
Marketing Manager
Fox Sports Media Group
06.2010 - 06.2018
Sales Accountant
KGGR 1040am
05.2005 - 05.2010
Bachelor of Science - Mass Communications
Grambling State University
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