Sarah Raible
Gilbert,AZ
Summary
To deploy my talents in a coordinator role to contribute to a successful environment. Motivated, driven, and passionate toward reaching team goals. Proficient in resolving conflict, meeting deadlines, and coaching teams and members to meet goals. Professional skills include: Microsoft Office, CRM, Advocate, Sabre, with work in Mosaic and Tableau.
Overview
9
9
years of professional experience
Work History
Customer Relations Lead
American Airlines
11.2021 - Current
- Coach, motivate and develop team members to exceed performance goals
- Partner with the airports, flight crews, DOT, Refunds, AAdvantage, Reservations, Corporate Security, Fraud, and Central Baggage Resolution to resolve issues impacting customers
- Ensures team members and other departments with in American Airlines are DOT compliant in safety, Disability matters, legal requirements set forth by FAA, DOT, and TSA.
- Monitor and evaluate team member interactions to ensure adherence to established policies, procedures, and customer experience standards
- Establish a positive work environment through a commitment of approachability, support, inclusion, and fostering team engagement
- Review performance reporting and plan for success while following detailed procedures and protecting revenue
- Retain a positive working relationship with my team, management and other departments while leveraging the skills and abilities of each party
- Thoroughly review reports, create reachable goals with the data for insight, and drive change while maintaining accountability
- Contribute to training and team business meetings while creating innovative methods to achieve team engagement, motivation, and accountability
- Participate in training, leading and mentoring AAdvantage and Management team in their willingness to assist Customer Relations alleviate high volume
- Provide feedback, tools, support, and knowledge to team members that need assistance in responding to customer concerns and complaints
- Resolve escalated calls utilizing creative problem-solving strategies.
Customer Relations Representative
American Airlines
01.2015 - 10.2021
- Respond and research customer complaints
- Responsible for capturing data relating to each aspect of the customers’ experience with American Airlines
- Deescalate and retain business relationships while protecting revenue and restoring trust
- Participated in Mentor Program for two years with the new hire classes and representatives who required additional training, feedback, and assistance in honing their researching and problem-solving skills
- Selected for the pilot phase of the Elevate Team
- Provided an elevated experience for Concierge Key Customers
- Responded on behalf of the executives and resolved complaints via social media which have the potential to draw negative attention to our brand
- Independently solve problems and respond to customers’ concerns in a timely manner while exceeding department standards.
Skills
- Employee Development
- Leading Team Meetings
- Employee Performance Management
- Problem-Solving
- Problem Resolution
- Escalation Management
- Training And Mentoring
- Interdepartmental Communication
- Microsoft Powerpoint
- Microsoft Outlook
- Time Management
- Senior Leadership Support
- Inter-Departmental Collaboration
- Verbal And Written Communication
- Multitasking And Organization
- Interpersonal Communication
Timeline
Customer Relations Lead
American Airlines
11.2021 - Current
Customer Relations Representative
American Airlines
01.2015 - 10.2021
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