Summary
Overview
Work History
Education
Skills
Timeline
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Theresa McDanel

Theresa McDanel

Martinsville,VA

Summary

Organized and results-oriented Planner excels at seeing big picture and creating plans to achieve business objectives. Adept at leveraging data-driven insights and implementing proactive solutions to deliver cost-effective and timely results. Possesses strong communication, customer service and problem-solving skills.

Overview

24
24
years of professional experience

Work History

NCP, NETWORK CUSTOMER PLANNER

Southwest Airlines
07.2021 - Current
  • Job Summary
  • The NCP role serves as the advocate for the External Customer within the NOC by coordinating with Superintendents of Dispatch and Station personnel to find operational solutions and perform reaccommodation for Customers during irregular operations.
  • Responsibilities
  • Coordinates with Ground Operations stations and Dispatch Superintendents during irregular operations in order to provide the best Customer Service possible
  • Reroutes Customers from cancelled/delayed flights
  • Suggests equipment swaps, substitutions, and/or cancellations in an effort to maintain on time performance during irregular operations
  • Advises station personnel of Customer accommodations during delayed or canceled operations
  • Determines which flights are to be held for connecting Customers and communicate information into the current or emergent reservations system
  • Assists the Dispatch Superintendents with decisions regarding which flights will be cancelled or possibly delayed during maintenance, air traffic delays, etc.
  • Works closely with Revenue Management Team on adjusting booking and lids due to irregular operations
  • Assists stations in complying with the Air Carrier Access Act by helping to determine how Customers with disabilities will be accommodated
  • Coordinates with medical personnel regarding Customers with medical needs during travel
  • Prepares reports (NCS log) regarding non-routine flight activities, distributes to Ground Operations Directors to ensure follow-up with stations
  • Provides Customer Relations with information necessary to respond to Customer inquiries
  • Assists station with security issues concerning check point security, carry-on items, and checked articles
  • Communicates to and works in conjunction with the Safety & Security regarding security irregularities
  • Communicates to and works in conjunction with Safety & Security regarding security irregularities and hazardous materials.
  • Serves as an international hazardous material regulations point of contact
  • Updates information within current or emergent computer information systems as necessary regarding Customer accommodations
  • Acts as a liaison for Complaints Resolution Official (CRO) at stations
  • Advises Ground Operations Management of Flight Operations activities as related to irregular operations
  • Flight time updates postings of FIMs, closing of defined flight audits and closing charters and offline flights
  • Advises Leadership Teams of Safety & Security, and Federal Airport Security as necessary regarding Customer or station irregularities related to safety and/or security
  • Works with codeshare partners to ensure a seamless customer service experience for Southwest Airlines' Customers
  • Works through operational issues concerning multi-gate connectivity
  • Work closely with SOS to assists Ground Ops Station Staff with Customs & Border Patrol regulations interpretation in accordance to the GOM.
  • Remains educated on all international operational policies and procedures
  • Liaisons for contract ground Customer handling (domestic and international)
  • Assists operational Leaders in executing safe multi-fleet and multiple operations
  • Must be able to meet any physical ability requirements listed on this description
  • May perform other job duties as directed by Employee's Leaders
  • Knowledge, Skills and Abilities Must be able to work in a fast paced, time sensitive, high pressure and collaborative environment
  • Must be able to make decisive, strategic decisions that reflect on our Customer experience
  • Must be able to work well with others as part of a Team; professionally interact with other departments, labor groups, and the ability perform well under pressure
  • Must have strong technical skills
  • Must be able to take initiative and work independently
  • Must be able to handle sensitive and confidential information
  • Must be able to analyze problems and make sound decisions
  • Good written and oral communication skills and basic math skills are required
  • Ability to type and/or use a computer keyboard with sufficient speed and accuracy to meet the demands of the job
  • Must be able to operate multi-line telephone with sufficient courtesy and speed
  • Must be able to master current and emergent PC software packages
  • Must possess excellent organizational skills
  • Job duties include, but are not limited to, detailed work, confidentiality, reading documents, problem-solving applying basic math skills, Customer contact, multiple concurrent tasks, and frequent interruptions

CSSII/ Customer Service Supervisor Above Wing

Southwest Airlines, SWA
09.2014 - 07.2022
  • Command Desk works with Operation Agents, Ramp Supervisors, NOC, SOD, CSS and Management to coordinate operation and operational issues with station. Also handles misconnects, gate conflicts, Ops assignments, BSO chargebacks and BSO orders. Work with admin to often assists with completion of Operations schedule and assigning OT, as well as Cargo.
  • Provide legendary Leadership to our front line Customer Service Agents and Operations Agents.
  • Train and mentor Agents on all job duties.
  • Maintain positive relationships with all Internal and External Customers to ensure success of Southwest Airlines..
  • Review work performance and meet with Agents to ensure their performance, attendance, and appearance meet Company requirements.
  • Have knowledge of and implement provisions of collective bargaining agreement
  • Prepares staffing schedule to ensure Agents are strategically utilized
  • Review Agent ticket transactions by auditing fares charged/changed or refunded for accuracy as well as Operations audits, ticket lift audits, Hospitality audits, and flight audits
  • Promote Culture with our Company and focus on our Internal Customers
  • Resolves Customer situations that may have resulted in over sales, delayed or canceled flights, lost/delayed or damaged luggage
  • Coordinates with other Southwest Airlines airport Teams to maintain Stations on-time performance
  • Mentors Agents for future Leadership programs

CSSII Customer Service Supervisor Above Wing

Southwest Airlines
09.2007 - 09.2014
  • Command Desk works with Operation Agents, Ramp Supervisors, NOC, SOD, CSS and Management to coordinate operation and operational issues with the station. Also handles misconnects, gate conflicts, Ops assignments, BSO chargebacks and BSO orders. Work with admin to often assists with completion of Operations schedule and assigning OT, as well as Cargo.
  • Provide legendary Leadership to our front line Customer Service Agents and Operations Agents.
  • Train and mentor Agents on all job duties.
  • Maintain positive relationships with all Internal and External Customers to ensure the success of Southwest Airlines..
  • Review work performance and meet with Agents to ensure their performance, attendance, and appearance meet Company requirements.
  • Have knowledge of and implement the provisions of the collective bargaining agreement
  • Prepares staffing schedule to ensure Agents are strategically utilized
  • Review Agent ticket transactions by auditing fares charged/changed or refunded for accuracy as well as Operations audits, ticket lift audits, Hospitality audits, and flight audits
  • Promote Culture with our Company and focus on our Internal Customers
  • Resolves Customer situations that may have resulted in over sales, delayed or canceled flights, lost/delayed or damaged luggage
  • Coordinates with other Southwest Airlines airport Teams to maintain the Stations on-time performance
  • Mentors Agents for future Leadership programs

Merchandiser Women's Ready to Wear

Macy's Department Store
01.2004 - 09.2007
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Display all Women's Ready to Wear for Flagship Denver store
  • Inspect and merchandise all product on to sales floor
  • Pricing and Sales of Ready to Wear
  • Train new Associates in Merchandising
  • Daily rotation of restock of entire Women's Department
  • Pull transfer items and discontinued stock
  • Rotate sale items

Salon Coordinator/Assistant Manager Reception

Toni And Guy Hairdressing
12.2002 - 09.2006
  • Provide Management support for reception desk for full service salon
  • Multi-line telephone coverage including appointment setting
  • Handle client receiving and checkout
  • Opening and closing procedures including computer and cash register reconciliation, credit cards
  • Banking
  • Corporate procedures for drawer balancing and stylist filing
  • Merchandising of all TIGI products including promotions and displays
  • Customer service including handling of problems, product return, exchange and refunds
  • Inventory control
  • Training of new reception and sales staff
  • Monitoring of reception activity and productivity
  • Assist in New Hire procedure and interview process

Account Management Assistant

DDB Entertainment
06.2000 - 10.2002
  • Produce flowcharts, statistical charts and other document components utilizing Microsoft programs and spreadsheets
  • Produce newspaper databases (excel), work requisitions and print authorization forms (word)
  • Provide Administrative support services
  • Multi-line phone coverage for Entertainment Group
  • Create competitive analysis for Home Video Releases and competitive calendars for upcoming film releases
  • Misc. office duties including Xeroxing, handing of faxes, overnight packages, and ordering of supplies
  • Handle local messenger service and FEDEX
  • Client and Vendor relations
  • Liaison with Office Services and Human Resources
  • Timesheet Coordinator (Tempo) responsible for accuracy and submission for entire department

Education

No Degree - General Studies

Texas Tech University
Lubbock, TX

No Degree - Photographic Studies

The Art Institute of Houston
Houston, Tx

High School Diploma -

Spring Woods High School
Houston, TX

Skills

  • Project Management
  • Customer Focus
  • Team Leadership and Motivation
  • Microsoft Office
  • Creativity and Adaptability
  • Scheduling
  • Client Relations
  • Business Administration
  • Staff Training
  • Employee Training
  • Meeting planning
  • Staff Leadership
  • Vendor Management
  • Vendor Relations
  • Service Coordination
  • Agenda Setting
  • Catering Coordination
  • Signage and Display Preparation
  • New Business Development

Timeline

NCP, NETWORK CUSTOMER PLANNER

Southwest Airlines
07.2021 - Current

CSSII/ Customer Service Supervisor Above Wing

Southwest Airlines, SWA
09.2014 - 07.2022

CSSII Customer Service Supervisor Above Wing

Southwest Airlines
09.2007 - 09.2014

Merchandiser Women's Ready to Wear

Macy's Department Store
01.2004 - 09.2007

Salon Coordinator/Assistant Manager Reception

Toni And Guy Hairdressing
12.2002 - 09.2006

Account Management Assistant

DDB Entertainment
06.2000 - 10.2002

No Degree - General Studies

Texas Tech University

No Degree - Photographic Studies

The Art Institute of Houston

High School Diploma -

Spring Woods High School

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Theresa McDanel