Nina Cook
Grand Prairie,TX
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
5
5
years of professional experience
Work History
Customer Service Agent
Envoy Air Inc an American Airlines Company Group
12.2024 - Current
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Announced flight status updates and information about gate changes over PA system.
- Oversaw ticketing, gate and ramp services.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Monitored security and maintained operational protocols.
- Prepared detailed passenger manifests and other reports to meet organizational needs.
Team Lead, Hub Administration Office DFW
Envoy Air Inc an American Airlines Company Group
04.2024 - 12.2024
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Excellent communication skills, both verbal and written.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Set schedules for 500 staff by planning and designating shifts and hours.
- Managed team according to company standards and compliance requirements.
- Completed reports, charting, scheduling, and daily correspondence.
Customer Relations Specialist
American Airlines, American Airlines HDQ
02.2022 - 03.2024
- Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Created customer support strategies to increase customer retention.
- Maintained statistical database of customers using CERS for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Managed time efficiently in order to complete all tasks within deadlines.
- Logged call information and solutions provided into internal database.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Agent
American Airlines
06.2021 - 02.2022
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Worked effectively in fast-paced environments.
- Learned and adapted quickly to new technology and software applications.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
- Partnered with flight department to meet inflight and station operational obligations.
- Sold, printed and reissued available tickets to customers at check-in.
- Communicated with site personnel by relaying information via radio calls.
Customer Service Representative
American Airlines
04.2021 - 06.2021
- Provided professional services and support in a dynamic work environment.
- Assisting with reservations, changes, and cancellations.
- Handling check-in procedures and boarding passes.
- Answering questions about baggage and other services.
- Resolving customer issues like delays or overbooking.
- Help customers navigate the kiosks machines
Education
Bachelor of Science - Mass Communications and Marketing
Grambling State University
Grambling, LASkills
- Microsoft office and Sabre experience
- Service-oriented self-starter
- Call control
- Complaint handling
- Customer service
- De-escalation techniques
- Flexible and adaptable
- CERS, DECS, ACE and QIK experience
- Knowledge of contract labor groups
- DOT and FAA experience
- Ability to exercise sound judgement and good decision making
- Ability to multi-task and manage multiple projects, events and programs simultaneously
Timeline
Customer Service Agent
Envoy Air Inc an American Airlines Company Group
12.2024 - Current
Team Lead, Hub Administration Office DFW
Envoy Air Inc an American Airlines Company Group
04.2024 - 12.2024
Customer Relations Specialist
American Airlines, American Airlines HDQ
02.2022 - 03.2024
Customer Service Agent
American Airlines
06.2021 - 02.2022
Customer Service Representative
American Airlines
04.2021 - 06.2021
Bachelor of Science - Mass Communications and Marketing
Grambling State University