Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Robert Coats

Arlington,TX

Summary

Accomplished professional with a robust history at Southwest Airlines, adept in customer service and data entry. Excelled in enhancing company reputation through exceptional support and maintaining accurate records. Demonstrated proficiency in Workday and relationship building, significantly increasing customer satisfaction.

Overview

26
26
years of professional experience

Work History

File Room Coordinator

Southwest Airlines
01.2015 - Current
  • Pulled file requests for Legal, Labor Legal, Unemployment Insurance, Workers Compensation, Employee Relations, HRBP & People Leadership.
  • Employment Verification-Complete requests submitted by employees for Lenders for home and car loans, On -the-Job Injury and Leave of Absence for supplemental insurance, lost wages for Pilots & Flight Attendants, Former Employee , ETO & VSP letters.
  • E-Pass Creation-Receive requests through email and create the e-passes in quick base and send the completed e-passes to the requester.
  • Iron Mountain Destruction- Run Destruction List, and then get the approval for box Destruction from box owners, Tax Department & Legal. Once everything that the owner, Tax & Legal is taken off the Destruction List, I then send the request to Iron Mountain and then Iron Mountain sends me the Final Destruction List and then I double check all boxes and then send the final approval for Destruction to Iron Mountain. Once Destruction is completed Southwest receives the Destruction Certificates.
  • Pull term files- Pull files of terminated employees monthly and send out to Iron Mountain Storage after 13 months.
  • Rotate Ground Operation Terminated Files to Iron Mountain Storage after 13 months.
  • Open all Fed Ex boxes that come in daily from Southwest Stations that contain the Ground Operations Term Files.
  • Pick up mail and boxes for all of People Department.

Sr. Refunds Representative

Southwest Airlines
01.2010 - 01.2015
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

Sr. Research & Records Clerk

Southwest Airlines
01.2001 - 01.2010
  • Assisted with typing, data entry, and answering incoming calls as required.
  • Maintained accuracy of records by verifying accuracy of data in records.
  • Destroyed records in line with retention schedules to protect confidential information and comply with regulations.
  • Generated reports from database systems to track records.

Mail Clerk

Southwest Airlines
02.1999 - 01.2001
  • Safeguarded sensitive information through proper handling of confidential correspondence according to company policies.
  • Reduced delivery errors by diligently sorting and categorizing mail according to recipient names, departments, and zip codes.
  • Enhanced customer satisfaction through timely and accurate mail distribution within the organization.
  • Maintained a well-organized mailroom, ensuring easy access to materials and efficient workflow for staff members.

Education

High School Diploma -

Rockwall High School
Rockwall, TX
06.1987

Skills

  • Customer Service
  • Data Entry
  • Work Planning and Prioritization
  • Relationship Building
  • Sterling
  • Equifax
  • ICIMS
  • SAP
  • Salesforce
  • Workday
  • Excel
  • Word

Accomplishments

Internal commendation from Lisa Choate with the Internal Audit for assistance with the ELP "Project" dated April 20, 2006

Corporate Security Action Award Dated December 14, 2005.

Finance Employee of the Quarter for the 3rd quarter of 2003

People Department's Servants Heart Award 2016.

Several Kicktails from employees.



Timeline

File Room Coordinator

Southwest Airlines
01.2015 - Current

Sr. Refunds Representative

Southwest Airlines
01.2010 - 01.2015

Sr. Research & Records Clerk

Southwest Airlines
01.2001 - 01.2010

Mail Clerk

Southwest Airlines
02.1999 - 01.2001

High School Diploma -

Rockwall High School

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Robert Coats