Sarah Langley
Arlington,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team or individually to reach personal and business goals. Articulate, enthusiastic, results-oriented and dedicated to maintaining a deep knowledge of products and services. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Relations Lead Travel Professional
American Airlines
Fort Worth, TX
11.2022 - Current
- Retain existing customers and prevent erosion of our customer base through timely and creative service failure resolution, while limiting financial exposure and capturing actionable data
- Assist and provide guidance to team members as it relates to file handling, including but not limited to company and/or department policies, systems, resources, compensation, and overall customer service
- Serve as a Subject Matter Expert, set the example for fellow representatives, resolve escalated customer complaints by phone, e-mail, and letter, and perform exception approvals as needed
- Mentor, document, and track development of fellow team members to improve individual proficiency as it relates to productivity, quality, and overall performance
- Stay up to date with policy changes and reiterate to team members
- Communicate and support established department and company policies, procedures, and goals
- Support leadership with execution of department strategies and initiatives as needed.
Training Variable TDY Customer Relations
American Airlines
Ft. Worth, TX
01.2022 - 11.2022
- Assisted with preparation of training programs in a competent, professional, and personable manner
- Provided raised hand assistance and real-time feedback when needed
- Led by example; acted in a professional manner and always maintained confidentiality
- Coached and encouraged trainees
- Provided accurate information to new hire classes and the frontline
- Reviewed and monitored work completed by trainees
- Maintained training records and files
- Set up the classroom, including materials, computer sets and room arrangement
- Inventory and organized materials before, during and after class, ensuring all materials were intact
- Reported any developmental needs identified because of classroom discussions to the CRM
- Communicated with the CRM and training coordinator (and other training support) to ensure consistency and accuracy of material being delivered
- Completed all projects by assigned deadlines
- Performed additional functions, including attending meetings, as required
- Aided in updating Web Based Trainings
- Assisted with new Facilitator and training new variable interviews
- Helped to prepare new CRMs for their role in Customer Relations.
Customer Relations Travel Professional
American Airlines
Fort Worth, TX
01.2020 - 11.2022
- Communicated with customers to investigate and resolve complaints
- Worked in a team environment to pursue creative solutions to service failures and providing compensation to customers when appropriate
- Assisted in continuing efforts to improve customer service by collecting complaint information and investigating customer complaints using a variety of software systems
- Worked with other departments to resolve service failures and maintain customers, as well as collaborate with Customer Relations Departments from partner airlines to ensure customers receive a consistent level of service.
Reservations Representative - Executive Platinum
American Airlines
Fort Worth, TX
10.2015 - 01.2020
- Handled contacts from customers and gained their trust by providing solutions to their travel needs
- Listened to customer’s needs and proactively offered options
- Generated revenue by selling tickets and related products/services
- Offered an elevated level of customer service
- Assisted with Irregular Operations and SAC department wheelchair queues when needed
- Member of the Reservation Care team to assist in an emergency if needed.
Elevate-One Connected Team
American Airlines
Dallas and Boston
01.2018 - 12.2018
- Selected from over 1,000 applicants to be part of a core team of facilitators for a systemwide customer service initiative
- The program was delivered to over 65k American Airlines employees and vendor partners and was one of the largest training efforts in company history
- Participants were from various workgroups ranging from new hires to managing directors and above
- Primary Duties: Provided guidance to participants in a Learning Map process as to keep them focused on discussion of material
- Offered encouragement to participate openly and honestly and asked probing questions to increase understanding
- Managed time in quick paced environment while maintaining a high energy level, actively listening, and controlling participation
- Demonstrated flexibility in location assignments as well as fulfilling administrative duties as needed
- Communicated post-training feedback to department managers
- Built cross-divisional relationships while maintaining the highest degree of professionalism
- Assisted with Elevate App testing.
Education
Specialized Associate Degree in Office Administration -
Laurel Business Institute
02.2004
Small Business Management Major -
Laurel Business Institute
02.2004
Skills
- Strong Leadership
- Product Knowledge
- Complaint Resolution
- Problem-Solving Abilities
- Quality Assurance
- Multi-Task Management
- Microsoft Word, PowerPoint and programs specific to American Airlines
Certification
- Microsoft Office Specialist Access 2000
- Microsoft Office Specialist Word 2000
Timeline
Customer Relations Lead Travel Professional
American Airlines
11.2022 - Current
Training Variable TDY Customer Relations
American Airlines
01.2022 - 11.2022
Customer Relations Travel Professional
American Airlines
01.2020 - 11.2022
Elevate-One Connected Team
American Airlines
01.2018 - 12.2018
Reservations Representative - Executive Platinum
American Airlines
10.2015 - 01.2020
Specialized Associate Degree in Office Administration -
Laurel Business Institute
Small Business Management Major -
Laurel Business Institute
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