Sheena Johnson
Mansfield,TX
Summary
Seasoned Specialist offering 27 years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes.
Overview
34
34
years of professional experience
Work History
ADVANTAGE - Customer Service Elite Specialist
American Airlines
Fort Worth, Texas
07.2012 - 03.2024
- Communicate with customers and team members via email or over the phone to investigate and resolve complaints
- Attention to detail with strong critical thinking, problem solving and communication skills
- Familiarity with airline operations, policies, and regulations and adhere to government and airline regulations
- Follow customer claims through to final resolution
- Connect with AAdvantage members to answer account questions and resolve issues
- Help AAdvantage members maintain or increase their status by supporting our AAdvantage marketing campaigns
- Respond to customer inquiries promptly and professionally through various communication channels, including phone, email, and online forms.
SUPPORT STAFF - Office Manager
American Airlines
Arlington, Virginia
01.2005 - 07.2012
- Directly reported to the Regional Sales Manager
- Handle the Mid-Atlantic Region sales representatives' time & attendance daily
- In charge of a yearly budget of over $25,000 for office supplies, employee meetings, employee appreciation and promotional supplies as needed
- General Accounting and Bookkeeping duties, invoice payments of accounts receivable and payable
- Prepare the needed paperwork for transfers and new hires with the continual upkeep of employees' HR files for the East Coast Regional Washington Sales Team
- Company compliance postings and paperwork audits and the upkeep of employees HR personnel files to be in compliance
- Office Manager for the day-to-day operations, filing, organizing the office as needed
- Arrange and book hotel, rental cars as well as securing airline travel reservations in the American Airlines Sabre system for the Regional and District Sales Manager.
SUPPORT STAFF - Airport Operations
American Airlines
Washington DC, Washington DC
02.1997 - 01.2005
- Handle the entire ticket and gate agents time and attendance on a daily basis
- Timecard exceptions generated daily
- Prepare the needed paperwork and work schedules for transfer and new hires
- Helped in the hiring process for new hires
- Assist the agents with various human resources information
- Scheduling appointments/meetings for departmental staff
- Compose American Airlines correspondence for the agents
- Handle entire office supplies as needed
- Data entry, Filing, Coping, Answering incoming phone calls.
AADVANTAGE MEMBER SERVICES STAFF ASSISTANT
American Airlines
Fort Worth, Texas
02.1999 - 06.2000
- Assisting AAdvantage members with requests for mileage award redemption
- Input emergency certificate numbers into a sabre star for reservation agents needing to expedite mileage awards
- Debiting mileage from various AAdvantage accounts placed on a queue that needs to be processed within a timely manner
- Process correspondence from AAdvantage members written requests.
ADVANTAGE CUSTOMER SERVICE AGENT- Part-time
American Airlines
Fort Worth, Texas
01.1997 - 01.1999
- Duties consisted of answering heavy in-bound calls related to the various aspect of the AAdvantage program
- Resolved complex customer account issues
- Handling each call efficiently and in a timely manner, with the purpose of satisfying each caller
- On various occasions, made outbound calls to members with solutions to problems they may have experienced while traveling with American Airlines.
ASSISTANT TO VICE PRESIDENT OF COMMUNITY RELATIONS
Washington Bullets NBA Basketball Club, Inc.
Landover, Maryland
01.1990 - 01.1995
- Responsibilities included scheduling appointments/meetings for departmental staff
- Composed correspondence for Vice President
- Active involvement in Community Relations projects and activities such as the NBA's "Stay In School" National Program, Community Court Resurfacing projects, Bullets Wives fundraising events, Recruiting and organizing for the Washington Bullets Dance Team audition, and solely responsible for organizing the Washington Bullets Jr
- Dance Team which consisted of 30 plus children ages 5-12 of the VIP Season Ticket Holders.
ASSISTANT TO VICE PRESIDENT OF COMMUNICATIONS
Washington Bullets NBA Basketball Club, Inc.
Landover, Maryland
10.1990 - 04.1991
- Responsibilities included providing secretarial assistance to the Director of Advertising and the Director of Game Operations as well as support to the Accounting Department
- Scheduling appointments/meetings for departmental staff, Composing correspondence for Vice President's signature
- Communications with NBA media personnel in preparation for game night in the various NBA cities
- Confirmed game night engineer schedule and negotiated monetary rates insuring smooth operation on game night.
SALES SECRETARY
Washington Bullets NBA Basketball Club, Inc.
Landover, Maryland
04.1990 - 10.1990
- Responsibilities included secretarial support for the Bullets sales staff
- Typing sponsorship proposals, Agreement contracts
- Worked on large mailing projects
- Data entry, Filing, Coping, Answering incoming phone calls
- Handled entire Bullets in office supply needs.
Education
Washington Irving High School
Skills
- Knowledge of Microsoft Office including Word, Excel, PowerPoint, and Outlook
- American Airlines Auto-TA- Time & Attendance System
- AA Sabre
- AA IMS
- Type 65 wpm
References
Available Upon Request
Accomplishments
- Honors student in english and history studies.
Affiliations
- Volunteer work in the local community as well as a passion for swimming.
Timeline
ADVANTAGE - Customer Service Elite Specialist
American Airlines
07.2012 - 03.2024
SUPPORT STAFF - Office Manager
American Airlines
01.2005 - 07.2012
AADVANTAGE MEMBER SERVICES STAFF ASSISTANT
American Airlines
02.1999 - 06.2000
SUPPORT STAFF - Airport Operations
American Airlines
02.1997 - 01.2005
ADVANTAGE CUSTOMER SERVICE AGENT- Part-time
American Airlines
01.1997 - 01.1999
ASSISTANT TO VICE PRESIDENT OF COMMUNICATIONS
Washington Bullets NBA Basketball Club, Inc.
10.1990 - 04.1991
SALES SECRETARY
Washington Bullets NBA Basketball Club, Inc.
04.1990 - 10.1990
ASSISTANT TO VICE PRESIDENT OF COMMUNITY RELATIONS
Washington Bullets NBA Basketball Club, Inc.
01.1990 - 01.1995
Washington Irving High School
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