Summary
Overview
Work History
Education
Skills
Affiliations
Languages
References
Timeline
Generic

Tina Quitman-Shook

Phoenix,AZ

Summary

I am a self motivated leader with strong organizational problem-solving, supervisory, and team building and customer service skills.

I have proven experience stepping into a variety of management roles and quickly making positive changes to drive company success.

I am goal oriented, and will utilize every available resource to ensure my team is supported, trained, focused and accountable and to meeting all our goals.

I am a champion of inclusion, and I will work to build the morale and camaraderie of my team to to maximize employee engagement and performance. Employee´s who feel they are a part of something willingly contribute more.

Overview

34
34
years of professional experience

Work History

Customer Care Manager

American Airlines
Phoenix, AZ
09.2019 - Current
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs to promote productivity, accuracy and to provide exemplary customer service.
  • Lead and utilized team meetings to review business results, communicate new and ongoing priorities and help my direct reports understand their individual contributions and their impact on how we achieve our Corporate Goals.
  • Fostered teamwork and camaraderie through DEI, EBRG, and Recognition platform to contribute and involve all my direct reports to own building a pleasant workplace culture.
  • Identified business challenges and changes to help my direct reports to easily adjust and continue to meet or exceed their job performance metrics.
  • Provide regular performance evaluations with a focus on the individual and team business performance. I identified and developed strategies for improvement.

Travel Professional

American Airlines
Phoenix, Arizona
02.2006 - 09.2019
  • Organized transportation services such as flights, car rentals and transfers.
  • Assisted in resolving customer complaints regarding travel arrangements.
  • Maintained up-to-date knowledge of industry trends and developments in travel policies, regulations and procedures.
  • Cultivated strong value-added relationships with customers daily by delivering accurate travel itinerary and knowledge to drive business development.
  • Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
  • Served as Customer Web Desk Support
  • Served as an Elite AAdvantage Representative. Very familiar with our AAdvantage product and partnership
  • Served as an Escalation Desk Representative. Resolving customer complaints.
  • Assisted as a Variable Trainer.
  • MSS volunteer to support Customer Relations Department resolve their back logged files.

Senior Account Manager

Philip Morris USA Inc.
Phoenix, AZ
02.1990 - 12.1998
  • Created, implemented and reported performance of sales campaigns to enhance brand awareness and drive profits.
  • Partnered cross-functionally to identify marketing opportunities to support brand objectives.
  • Formulated plans to expand business operations and grow overall territory and client base.
  • Gave extensive support to key accounts in sales, technical and business areas.
  • Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions.
  • Collaborated with customers to develop strategic business and account plans.
  • Exceeded sales goals for accounts by upselling products to existing customers.
  • Attended industry conferences and events as a representative of the company.
  • Collaborated with internal departments such as marketing, operations, finance. to ensure successful execution of projects.
  • Negotiated contracts with clients to ensure optimal pricing and terms of agreement.
  • Efforts resulted in moving brand presence and sales from 20% market share to over 60% with market dominance in assigned geography.

Education

Master of Arts - Communication

University of Denver
Denver, CO
05-1990

Bachelor of Science - Business Administration And Management

Regis University
Colorado Springs, Colorado
08-1987

Skills

  • Business performance management
  • Resource Allocation
  • Reporting oversight
  • Partnership Development
  • Strategic Planning
  • Database Development
  • Operations Planning
  • Budget Administration
  • Cross-Functional Communication
  • Data-driven decision-making
  • Cross-functional team leadership
  • Cross-Functional Collaboration
  • Organizational improvement
  • Innovation management
  • Influencing and negotiating

Affiliations

  • I served as a Teamsters Union Steward through September 2009 ' very familiar with the passenger service agreement and it´s application of provisions in the workplace.
  • Actively involved in American Airlines Mentorship Program and on the Advisory Council for Western Reservations Group.
  • Active member of ¨Phoenix Women for Good¨ Grapevine gathers like-minded people to donate to a common cause supporting their local communities.
  • Member of CXCouncil meet regularly with AI professionals to network and discuss Artificial Intelligence and it´s impact on contact centers performance improvement.

Languages

English
Full Professional
Spanish
Limited

References

References available upon request.

Timeline

Customer Care Manager

American Airlines
09.2019 - Current

Travel Professional

American Airlines
02.2006 - 09.2019

Senior Account Manager

Philip Morris USA Inc.
02.1990 - 12.1998

Master of Arts - Communication

University of Denver

Bachelor of Science - Business Administration And Management

Regis University

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Tina Quitman-Shook