Summary
Overview
Work History
Education
Skills
Websites
Professional Development
Affiliations
Accomplishments
References
Timeline
Generic

Richard Millsaps

Sanger

Summary

Customer Service Manager with extensive experience at American Airlines, specializing in inflight hospitality and strategic communication. Demonstrated success in improving operational reliability and effectively resolving escalated service issues. Strong ability to collaborate across departments and ensure compliance with Collective Bargaining Agreements, enhancing team performance and customer satisfaction.

Overview

14
14
years of professional experience

Work History

Customer Service Manager Passenger Service

American Airlines
04.2023 - Current
  • Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
  • Promote effective communication among departments to engage our team to work together to achieve common goals.
  • Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
  • Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty
  • Manage escalated service issues and be visible to your team members when problems arise
  • Deliver key corporate and local information to frontline leaders in an efficient and effective manner. Set the expectations and ensure team members understand the why behind the focus/criticality.

Duty Manager

American Airlines
09.2022 - 04.2023
  • Liaison with local and system departments, e.g. IOC, Control Center (Tower), Customer Care, Crew Scheduling, Customer Ops, Daily Ops, Catering, Cabin Appearance, Business Partners and the Flight Department.
  • Oversee Flight Service base operational reliability by taking lead role in dependability engagement, communication, & accountability
  • Handles operational events and proactively deploys Flight Service Management for crew assistance or delay mitigation based on priority of engagement and operational impact.
  • Coordinates with Daily Operations/IOC to respond to Flight Attendant injuries and aircraft emergencies by providing appropriate base guidance and support.
  • Provides status of department reliability and communicates irregularities which may impact the daily operation to Flight Service, IOC, and Base Control Center leadership

NOC Operations Support Supervisor

Southwest Airlines
01.2021 - 09.2022
  • Conduct annual schedule and vacation bidding process for TWU 550
  • Plan, produce and maintain annual, monthly and daily schedules for all Dispatchers in the Company's scheduling system
  • Prepare, analyze, and audit SWA NOC Contract and Non-Contract Employee's hours prior to payroll close
  • Ensure compliance with TWU 550 Collective Bargaining Agreement rules
  • Provide timely communication to department Employees on scheduling matters, including timely and accurate notification of Dispatchers regarding assignments
  • Responsible for ad hoc projects as assigned

Office Manager

Martinez Legal P.C.
11.2019 - 01.2021
  • Managed general office operations by keeping support staff up to date with clients.
  • Answering incoming calls and providing world-class customer service to our clients.
  • Keeping a dedicated eye on our accounts receivable by keeping track of all of the companies billing.
  • Responsible for a broad scope of billing, collections, reconciliation, and month-end-closing processes
  • Manage an account portfolio to assure invoices owed are paid promptly
  • Sort and file correspondence and perform miscellaneous clerical duties, such as travel arrangements, answering correspondence, and writing reports
  • Calculate billing each month for our clients and collecting funds.
  • Drafting documents to submit to the district courts.
  • Notarized documents such as wills and affidavits.
  • Helped owner with HR duties such as payroll and benefits i.e. finding plans for the following year.
  • Producing reports, composed correspondence, and draft new contracts.

Team Lead Data Analytics - Individualized Care

Cardinal Healthcare
Lewisville
10.2017 - 11.2019
  • Tracked operational, marketing, and disease-state trend metrics related to the client product portfolio.
  • Maintained spreadsheets, databases, and other models that are developed to run analytical outputs.
  • Mediated others into an agreement in sensitive situations while maintaining positive relationships.
  • Leveraged an understanding of the client product journey and competitive marketplace dynamics and applies that data in analytical models.
  • Took the lead in effectively applying and teaching new processes and skills to accomplish a wide variety of assignments.
  • Articulated business intelligence insights to the client alongside the CRM as the subject matter expert on analytics and insights.
  • Developed a senior-level relationship with valued customers and companies. Meets with key customers, shares company direction, actively listens, and offers support.

Program Coordinator II

Lash Group-AmerisourceBergen
Frisco
10.2016 - 10.2017
  • Supported customer service activities by answering and resolving service level issues.
  • Entered activities accurately in the clinical database. Coordinated patients and site education visits.
  • Checked patient records to ensure they are updated following specifications.
  • Initiated and maintained contract and supporting documentation for home health agencies and contracted nurses.
  • Designated by management to improve relations that had deteriorated due to performance issues.
  • Appointed to multiple management roles as a result of outstanding people skills.

Insurance Claims Adjuster

State Farm
Richardson
04.2016 - 10.2016
  • Provided outstanding customer service while assisting the customer with the processing of insurance claims.
  • Implemented decision-making skills to review information, issue payments, and resolve claims.
  • Investigated claims for insurance fraud.

Operational Coordinator of Passenger Service

American Airlines
DFW
06.2014 - 04.2016
  • Served as the first point of supervisory customer contact to resolve customer issues.
  • Managed operations including staff.
  • Performed Ground Security Coordinator (GSC) and Local Complaint Resolution Officer functions.
  • Served as Safety and Security Coordinator and Off Schedule Operations (OSO) coordinator with authority to overbook flights; monitoring protection limits for oversold flights; reporting Service delays and writing up gate misses beyond two minutes.
  • Assisted gate personnel and coordinated with cabin service to ensure on-time cleaning of aircraft with Cabin Service.
  • Communicated mandatory overtime requirements and shift manning for breaks and lunches.
  • Demonstrated excellence in leadership and customer service.
  • Coached and counseled agents on performance and provided advice on areas where agents were struggling.
  • Developed performance improvement plans with agents.

Passenger Service Lead Agent

American Airlines
DFW
11.2011 - 06.2014
  • Performed lead duties that included managing agents, providing agents with knowledge such as maintaining on-time performance, and resolving customer complaints.
  • Performed as a station agent at the ticket counter, gate, and operation of Jet Bridge.
  • Completed and checked flight forms for accuracy.
  • Completed arrangements for accommodating passengers with reservations, stand-bys, luggage, and in-flight supplies.
  • Appointed by upper management as an acting supervisor when needed.
  • Facilitated customer service training for new agents.
  • TDY at other stations to help stations with performance issues.

Education

BBA - Human Resources

Western Governors University
01.2020

Skills

  • Inflight hospitality and service standards
  • Customer Service Excellence
  • Data Analysis & Performance Metrics
  • Training Material Development
  • Project Management & Process Design
  • Cross-Departmental Collaboration
  • Strategic Communication & Presentations
  • Problem Solving & Decision Making
  • Collective Bargaining Agreement Compliance
  • Airline Operations & Reliability

Professional Development

Lean Six Sigma Yellow Belt

Affiliations

Lead Facilitator, American Airlines Inflight Service Training Program (2023 – Present)

  • Description: Design and deliver inflight customer service workshops for passenger service agents at DFW, focusing on hospitality standards, conflict resolution, and adherence to the Joint Collective Bargaining Agreement (JCBA).

Volunteer, American Airlines Customer Experience Task Force (2022 – Present)

  • Description: Collaborate with DFW leadership to implement passenger feedback initiatives, such as streamlined check-in processes, to enhance inflight and ground hospitality metrics.

Mentor, American Airlines Frontline Leadership Development Program (2023 – Present)

  • Description: Guide new passenger service supervisors at DFW on operational reliability and customer-centric leadership, fostering a culture of trust and accountability.

Accomplishments

American Airlines Customer Service Excellence Award (2024)

  • Description: Recognized for achieving a 95%+ customer satisfaction rating in quarterly reviews, demonstrating exceptional professionalism and conflict resolution in passenger service at DFW.

American Airlines Safety Leadership Award (2023)

  • Description: Honored for proactive leadership in managing a critical inflight emergency at DFW, ensuring crew and passenger safety while maintaining operational reliability.

American Airlines Peer Recognition Award (2023)

  • Description: Nominated by DFW colleagues for exemplary leadership in fostering collaboration and positivity among passenger service teams during high-pressure operations.

References

References available upon request.

Timeline

Customer Service Manager Passenger Service

American Airlines
04.2023 - Current

Duty Manager

American Airlines
09.2022 - 04.2023

NOC Operations Support Supervisor

Southwest Airlines
01.2021 - 09.2022

Office Manager

Martinez Legal P.C.
11.2019 - 01.2021

Team Lead Data Analytics - Individualized Care

Cardinal Healthcare
10.2017 - 11.2019

Program Coordinator II

Lash Group-AmerisourceBergen
10.2016 - 10.2017

Insurance Claims Adjuster

State Farm
04.2016 - 10.2016

Operational Coordinator of Passenger Service

American Airlines
06.2014 - 04.2016

Passenger Service Lead Agent

American Airlines
11.2011 - 06.2014

BBA - Human Resources

Western Governors University

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