Summary
Overview
Work History
Education
Skills
Certification
Organizations
Timeline
Generic

Sue Robinson

Euless,TX

Summary

Proven airport leader with a strong track record of driving operational excellence and fostering a culture of care, collaboration, and performance. Adept at leading frontline teams in delivering safe, efficient, and customer-focused service while ensuring full compliance with DOT, FAA, and other regulatory requirements. Skilled in coaching and mentoring employees to enhance customer service delivery, embrace company values, and develop professionally. Known for cultivating an environment of trust and mutual respect, and for building strong relationships with both internal and external stakeholders. Flexible and dependable, with a commitment to supporting operational needs through rotating shifts, holidays, and extended hours as required.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Sr Specialist, HRIS Business Process

American Airlines, American Airlines HDQ
11.2022 - Current
  • Build structure, programs, and processes to improve the efficiency of the talent team
  • Works cross-functionally to build, streamline, and deliver training for both new and tenured members of the Talent team
  • Apply knowledge of key business metrics to proactively identify complex areas of improvement; determine whether improvement can be achieved through process changes or technology enhancement; negotiate solutions
  • Collaborates with various departments to establish and execute project plans, facilitating requirements gathering and ensuring the team is aware of milestone dates
  • Identify potential new and improved business processes, and develop strategic options/ approaches to recommend to leadership
  • Contributes to high-visibility projects within the Talent team
  • Ensure business process documentation is recent and maintained in a central, and secure repository
  • Develops, implements, documents, and ensures adherence to practices and procedures in partnership with Legal, Risk, Audit and Compliance


Customer Service Manager - Airport Workforce Management

American Airlines
08.2019 - 11.2022
  • Worked as part of the implementation team for new Airport Realtime Staffing software at the Phoenix ATO
  • Tested and trained new real-time system when implemented
  • Managed 150-300 Customer Service Agents for gate, customer service desk, and ticket counter staffing
  • Utilizes staffing models and historical data to efficiently allocate manpower resources for Phoenix and Charlotte Hubs
  • Ensures 'day-of' staffing requirements are met to provide best-in-class customer service levels
  • Develop event staffing synopsis and present it to department leaders and/or Controller Services
  • Provides direction and support structure using effective resources to enable team members to deliver superior customer service
  • Resolves staffing variances including approval of extensions (OT), voluntary time-off, shift extensions, implementation of mandatory overtime, and assistance in interviewing and hiring new agents
  • Creates and implements quarterly schedule bids by analyzing and providing input based on historical and operational trends
  • Leads and directs airport personnel to perform their work safely and efficiently.
  • Developed strong relationships with customer service agents, ensuring their needs were met consistently and promptly.

Team Lead Specialist

US Airways/American Airlines
01.2016 - 08.2019


  • Determined tasks that needed more focus to allow shift team members to be more efficient
  • Monitored call team for quality compliance, customer service standards, and areas of training improvements
  • Handled sensitive baggage claims resolution including, but not limited to DOT complaints, assistive devices, pet claims, and risk management.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Provided mentoring to all new and existing team members of Central Baggage functional teams

Table Facilitator – Elevate-One Connected Team

American Airlines
01.2018 - 09.2018
  • Selected from over 1,000 applicants to be part of a core team of facilitators for a system-wide customer service initiative, 'Elevate – One Connected Team' from January – October 2018
  • The program is expected to be delivered to over 65K American Airlines employees and vendor partners and is one of the largest training efforts in company history
  • Participants are from various work groups ranging from new hires to managing directors and above
  • Guided participants in a Learning Map process to keep them focused on the discussion of material
  • Offered encouragement to participate openly and honestly and asked probing questions to increase understanding
  • Managed time in a fast-paced environment while maintaining a high energy level, actively listening, and controlling participation
  • Demonstrated flexibility in location assignments as well as in fulfilling administrative duties as needed
  • Communicated post-training feedback to department managers
  • Built cross-divisional relationships while maintaining the highest degree of professionalism.

Baggage Specialist

US Airways/American Airlines
10.2014 - 01.2016
  • Communicated status updates to customers regarding delayed luggage or claim progress
  • Accurately coded NetTracer and CRM baggage mishandling files to create system baggage performance reports
  • Determined equitable resolutions for baggage losses, damages, pilferage, and delays
  • Assisted with training new hire agents as a subject matter expert
  • Acted as an internal/external resource for baggage information
  • Performed centralized tracing functions to assist in reuniting customers with their bags

Reservations Agent

11.2011 - 10.2014
  • Created and updated reservations
  • Ticketing
  • Complaint and ticket issue resolutions
  • Customer retention through excellent customer service and product knowledge
  • Sales.

Education

Basics Studies -

Milwaukee Area Technical College

AA General Education AGEC -

South Mountain Community College
01.2020

Business Studies -

Mesa Community College
01.2013

Certification Airline Operations: Reservations -

Rio Salado College
01.2012

CSA Training, Continuous Action Studies, and Customer Service -

AT&T Service Skills Training
01.2006

Skills

  • Leadership
  • QIK/Sabre
  • Airportal
  • Effective communication
  • Customer service
  • Employee Central
  • SuccessFactors
  • Quality Assurance

Certification

Luma Practitioner - Human Center Design

Luma Institute June 20,2023

Organizations

Black Professional Network, Phoenix Chairperson, Charlotte member, Dallas member, 2019, Current

Timeline

Sr Specialist, HRIS Business Process

American Airlines, American Airlines HDQ
11.2022 - Current

Customer Service Manager - Airport Workforce Management

American Airlines
08.2019 - 11.2022

Table Facilitator – Elevate-One Connected Team

American Airlines
01.2018 - 09.2018

Team Lead Specialist

US Airways/American Airlines
01.2016 - 08.2019

Baggage Specialist

US Airways/American Airlines
10.2014 - 01.2016

Reservations Agent

11.2011 - 10.2014

AA General Education AGEC -

South Mountain Community College

Business Studies -

Mesa Community College

Certification Airline Operations: Reservations -

Rio Salado College

CSA Training, Continuous Action Studies, and Customer Service -

AT&T Service Skills Training

Basics Studies -

Milwaukee Area Technical College

Similar Profiles

CREATE PROFILE