Sarah Hamner
Yukon,OK
Summary
A management professional with keen ability to drive program success through strategic planning and effective resource allocation. Possesses strong focus on team collaboration and achieving results, adaptable to changing project needs. Skilled in stakeholder communication and project lifecycle management, valued for reliability and flexibility.
Overview
27
27
years of professional experience
Work History
Charter Associate Program Manager/Charter Consultant
Southwest Airlines
09.2022 - Current
- Subject Matter Expert for crew and Ops Agents for offline charters for weight and balance, MARC app, Flight Suite, and Flight Management Computer (FMC).
- Coordinated efforts between multiple teams while maintaining a clear focus on achieving overall program objectives.
- Communication liaison between Customer, Station Leadership, Ops Agent, Pilots, Flight Attendants, Vendor ground handlers, MTA (Merrill Taylor and Associates), Dispatch, and Military Personnel.
- Project Coordination liaison between Charters and SWA U for development and updating of initial and recurrent training material. Provided stakeholder communication and followup to ensure product effectiveness and improvement.
Senior Learning Instructor
Southwest Airlines
04.2012 - 09.2022
- Facilitated numerous curricula, including Initial Operations, Initial Customer Service, Initial Cargo, Charter Operations, GSC (Ground Security Coordinator), CRO (Complaint Resolution Official), CPR/First Aid, Station Emergency Procedures, and all Field Recurrent Topics.
- Created content and materials to support enterprise level initiatives.
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
Airtran Station Conversion Team
Southwest Airlines
04.2012 - 04.2013
- Project coordination in transitioning international AirTran stations to Southwest Airlines by training CSA’s and Ops Agents on the Altea and Ops Suite systems and Southwest Airlines Policies and Procedures.
- Supported airport transitions of both international and domestic conversions.
- Trained Southwest CSAs and Operations Agents on the AirTran Navitaire system at Southwest locations, facilitating code-sharing (connectivity) until AirTran was phased out ensuring a smooth transition.
Ground Operations Supervisor
Southwest Airlines
03.1999 - 01.2012
- Managed station operations of Customer Service and Operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Selected for CS2 Specialist (2008). Spent most of the year at HDQ working in technology. Dedicated four months to testing CS2, followed by another four months training the product. After that, provided field support for the stations during the product rollout for the remainder of the year.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
Customer Service Agent
Southwest Airlines
10.1998 - 03.1999
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Education
Bachelor of Science - Marketing and International Business
Oklahoma State University
Stillwater, OklahomaPresident's Award 2014
Awarded for the Airtran conversion project.
Winning Spirit Award 2012
Assisted in fulfilling a 9 year old Make A Wish Child's bucket list.
Timeline
Charter Associate Program Manager/Charter Consultant
Southwest Airlines
09.2022 - Current
Senior Learning Instructor
Southwest Airlines
04.2012 - 09.2022
Airtran Station Conversion Team
Southwest Airlines
04.2012 - 04.2013
Ground Operations Supervisor
Southwest Airlines
03.1999 - 01.2012
Customer Service Agent
Southwest Airlines
10.1998 - 03.1999
Bachelor of Science - Marketing and International Business
Oklahoma State University
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