Suzanne Parker
Phoenix,AZ
Summary
- Highly organized and dedicated, consistently demonstrating a positive attitude.
- High-energy, reliable and safety-conscious, valued for outgoing personality, multitasking strengths and calmness under pressure.
- Committed to ensuring the safety, security and comfort of passengers through service excellence, policy accuracy and FAR compliance.
- Ability to work well in unstructured situations, anticipate future problems, and responds quickly and effectively during a crisis.
- Recognized for superior service delivery and "above and beyond" approach to meeting passenger needs and ensuring their safety, comfort and well-being.
- Six Sigma process improvement trained and certified.
Overview
22
22
years of professional experience
1
1
Certificate
1
1
Recognition from Air Force
2
2
CSO Quality Performance Award
Work History
Contract Administrator
TCOM
03.2018 - 07.2020
- Conducting migration from current document management and contract management system
- Provide guidance and assistance to contract providers and assist with contractor training
- Work with Project Managers to assist with scope development
- Provide calendar management for the Senior Contract Manager
- Develop working knowledge of project specification (General and Technical terms) and assist Project Manager with specification compliance
- Establish contract management plans, measure and monitor commercial/technical performance and provide regular reporting
- Assisting Contract Managers/Support Team Manager with contract reports
Customer Care Specialist
American Airlines
03.2016 - 12.2017
- Company Overview: The Washington Desk
- Proactively monitors Members of Congress, State & Local officials, key Washington lobbyists or other influential business associates of American Airlines reservations, flight interruptions and schedule changes
- Prepares itineraries, computes fares, issue refunds and prepare and issues tickets
- Communicated with customer over the phone when researching passenger complaints, advising of cancelled or delayed flights
- Self motivated, highly resourceful individual with good judgment in decision making for best customer outcome while maintaining sensitive ethics requirements
- Handle assigned special projects from Government Affairs department as needed
- The Washington Desk
Gate and Ticketing agent
US Airways
03.2014 - 03.2016
- Maintained close liaison with customers on issues relating to bookings
- Managed database and back office as required
- Ensure all issues relating to ticketing complied with best practice
- Effectively contributed towards strategy developments
- Monitored and communicate airline schedule changes and flight cancellations
- Checked all manifests against information booked
- Monitored flight arrivals and departures
- Met the plane and updated flight attendants of any change of flight schedules
- Made boarding announcements and posted any schedule changes and cancellations
- Greeted passengers and scheduled rebooked standby passengers available flight
- Made hotel reservations for cancelled flights
- Tracked online bookings and generated regular reports of flight activity
- Printed and delivered flight manifest, pilot reports and notified pilots of souls on board
- Answered passenger questions and dealt with any complaints
- Guided passengers to and from gates
- Ensured the safety of flight crew airport staff and passengers
Reservation Sales Representative
US Airways
01.2011 - 03.2014
- Responsible for calculating the cost of the reservation, issuing of tickets or booking alternate flight schedules while meeting all US Airways and U.S
- Department of Transportation (DOT) compliance requirements
- Responsible for providing answers to policy and procedures on various aspects of a customer's reservation
- Utilizes QIK, proprietary reservation program for availability, functions, currencies and entry-requirements and travel advisories
Customer Service Specialist/Contract Administrative
Honeywell Aerospace
09.1998 - 03.2011
- Responsible for complete order management processes including quoting, placing, scheduling, invoicing and following up on customer requirements
- Responsible for ensuring contract compliance on MSP and HAPP agreements
- Supported Mechanical, SPEX, Avionics LRU'S, Bendix King and GMS order placement, tracking and general inquiries about Aerospace products
- Supported a global customer base by prioritizing critical issues and utilizing tools and resources to ensure customer satisfaction
- Strong background in MS Office Outlook, Word, Excel, PowerPoint, Mapper, Atlas, Bincs, AS400 and SAP
- Communicated with customers, management, field personnel and engineering staff with courtesy, accuracy, and speed regarding equipment supported by Honeywell
- Ensured that negotiated agreements met organizational and regional objectives for revenue and profit
- Developed proposal terms and conditions, ensured that risk & opportunity assessment occurred for all proposals, led all contract negotiations, led change management once contract was in place, collected receivables and supported customer inquiries regarding product status
- Reviewed proposed party contract terms and conditions, RFP's and similar documents, developing alternate language as appropriate and negotiating acceptable terms
- Recognition from Air Force for my contribution to a program for customer satisfaction, on time delivery within budget
- Administered complete order management processes including quoting, placing, changing, scheduling, invoicing and following up on customer contracts
- Utilized Six Sigma for root cause identification, metric tracking and statistical analysis and appropriate action plan development with different product lines and external and internal support organizations
- Created and implemented Honeywell's Repair and Overhaul customer owned unclaimed property procedure
- Created and managed monthly customer metrics with results that include: 95% on time deliveries, 80% decrease in quality issues, $1.5 million in additional sales and 98% customer satisfaction
Education
Bachelor's of Business Administration -
University of Phoenix
Phoenix, ArizonaSkills
- Workflow management
- Project Support
- Verbal and written communication
- Contract negotiation
- Contract terms negotiation
- Relationships and rapport
- Company policy oversight
- Professional relationship building
- Legal compliance
Certification
- Six Sigma Black Belt Certification - Various accredited institutions.
- Microsoft Office Specialist, Excel, Word, PowerPoint Certifications – Microsoft Corporation.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is often achieved by those who don’t know that failure is inevitable.
Coco Chanel
Timeline
Contract Administrator
TCOM
03.2018 - 07.2020
Customer Care Specialist
American Airlines
03.2016 - 12.2017
Gate and Ticketing agent
US Airways
03.2014 - 03.2016
Reservation Sales Representative
US Airways
01.2011 - 03.2014
Customer Service Specialist/Contract Administrative
Honeywell Aerospace
09.1998 - 03.2011
- Six Sigma Black Belt Certification - Various accredited institutions.
- Microsoft Office Specialist, Excel, Word, PowerPoint Certifications – Microsoft Corporation.
Bachelor's of Business Administration -
University of Phoenix
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