Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Whitley Sipriano

Dallas,TX

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

16
16
years of professional experience

Work History

CSM Customer Operation

American Airlines
07.2023 - Current
  • Drives operational excellence while keeping a safety-conscious environment that promotes customer service, resulting in employee and customer safety and well-being
  • Conduct investigations and issues corrective action when needed
  • Be a safety advocate: Look for safety concerns and address them as needed Establish team and individual goals in support of departmental and company objectives
  • Coaches and mentors frontline team members in skill development Establishes and promotes effective relationships with team members Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner Ensure ongoing safety and reliability of the operation by conducting self-audits, observations, root cause investigations and other related safety engagements Build relationships and effectively communicate with other departments to work together to achieve common goals
  • Ensure team members adhere to corporate policy/procedure and safety Manage escalated service issues and be visible to team members when problems arise Deliver key corporate and local information to frontline leaders in an efficient manner
  • Set expectations and ensure team members understand the why behind the focus/criticality Apply union contract rules/regulations in daily interactions with frontline team members and local union leaders Work along side union reps

Staff Assistant II

American Airlines
09.2021 - 07.2023
  • Troubleshoots and escalates office technology issues, including telephone and copier machines Knowledge in Excel, Word, PowerPoint, and Outlook Work alongside union reps Audit oversales and downgrades using Sabre/Qik/ePNR/Control flight history/Tableau Retrieval of deposits from safes as well as Exchange foreign currency Oversee audit files and ensure audit compliance on financial audit-related issues for DFW Audit DI/DV vouchers and check issuance to ensure proper DOT compliance Close and record ASR overage/shortage discrepancies and maintain log Analyze Baggage waivers and HMT vouchers for audit purposes Reconcile and process distressed passenger transportation invoice, DFW Airport Board invoices, ABM (Cabin Cleaning) invoices Worked with training on distribution of Canteen buck, hangtags, and exit passes. Verifying deposits through found money process with the PNR and Chargerback TFEE and TREX monthly audit Journal Entries and Uploading SAP deposits Manages employee parking (liaison between AA DFW and DFW Airport Board Parking Unit, responsibilities include yearly renewals, parking decal distribution to all departments throughout DFW, distribute parking decals to CC and Customer Ops personnel, maintain toll tag, VIP and Courtesy parking records, Maintain and distribute follow-up tickets) Issue and maintain log of locknetics prox cards given to Customer Care CSMs and CSCs for access to the 483 checks Aids with preparation of management presentations and special projects as required Administers, reviews, and monitors local invoices in Coupa

Car/Premium Services

American Airlines
04.2021 - 09.2021
  • Responds to customer requests and complaints within limits of authority and directs inquiries outside of authority to the appropriate staff member Monitor the ticket counter area to ensure it follows safety policies and procedures Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts) Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces) Troubleshooting kiosk technology issues to identify the source of issues or errors Communicating with IT about kiosk technology issues that require additional servicing Verifying that customers’ carry-on baggage complies with FAA/American Airlines polices (e.g., size, quantity) Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk) Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location) Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies) Assist with the physical movement of non-ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area Assist unaccompanied minors with boarding, deplaning, or other transportation

Financial Service Representative/ Team Lead

Texans Credit Union
01.2017 - 10.2020
  • Assist members with loan application and account needs Verify and apply payment/ process incoming payments and apply to accounts Access fees for bounced checks Prepare wires Review reports and address late payments Retrieve supporting document Developing job aid and assisting with input on training material for individual growth Make deposits (ACH/check/cash) Process loans Data entry Update and edit account information Sales and while services the members with excellent customer service Make inbound and receive outbound calls Reporting and filing of members personal information and also month goals and quotas Train new employees and different departments on different skills to help with growth Help members with online services and update accts and status Office filing, fax, copy, and use excel spread sheets Cash, check handling, post debit and credits to accounts Supply orders Schedule and plan meetings to ensure departments are aware of different procedures when updated or changed Help with company events for holidays and volunteer work Assist with manager duties when out of office Schedule verify and approve PTO Assist in monthly one on one’s to help ensure department has all training and any question are answered or taken care of Post credit and debits on accounts Help with customer issues, calls, and complaints

Loan Expert

Credit Union of Texas
04.2016 - 11.2017
  • Answered inbound calls and calling outbound follow ups Assist members for loan applications for car, motorcycle, travel trailers, LOC, personal loans, and credit cards Assist in improving credit Cross sell Gap, Warranty, and credit life and disability Exceptional customer service Send out Facta notices for every application Reports and filing Assist member that are denied with help on the best way to manage money and help with their credit back on track

Loan Officer

BBVA Compass
10.2015 - 04.2016
  • Interview Customers face to face on loan application Staff Training Cross sell and set appointment and refer investment candidates Open accounts including IRA’s and CD’s Responsible for taking loan applications and advising member of approval/denial or forwards to appropriate person for decision
  • Help with customer, issues, and complaints
  • Vault Teller Help with operations and finding outages Audits, reports, and filing Made sure everything was correctly recorded for new accts.

Float Financial Service Officer

Neighborhood Credit Union
06.2014 - 09.2015
  • Provides one or more of the following services for members, in person, by telephone or by mail: Processes deposits to share, share draft, and other savings accounts
  • Monitors deposit amounts and examine documents for endorsement and negotiability
  • Disburses cash or check withdrawals
  • Provides official checks and credit card advances
  • Receives loan payments and service charge payments for services
  • Processes transfers between accounts as required
  • Redeems US Savings Bonds Help with customer issues, calls, and complaints Vault teller and ATM Processes shared service center transactions
  • Responds to routine member inquiry regarding loan products, services, and requirements
  • Responsible for taking loan applications and advising member of approval/denial or forwards to appropriate person for decision
  • Actively promotes loans to member in accordance with the credit unions solicitation program, including letters, telephone solicitation, mailing of brochures and other prescribed activity to solicit business from former and prospective borrowers
  • Opens/closes teller terminal as needed, accounts for cash assigned, received, disbursed
  • Accurately balances to teller terminal close report and remits daily work to supervisor for disposition
  • Interviews members to obtain information and explain available financial services, such as savings and checking accounts, IRA’s, CD’s, club accounts, safe deposit boxes, electronic delivery systems, rates, etc
  • Processes a variety of transactions for members, including the opening and closing of accounts, answering questions, updating account information, and researching for the best choices for the member Responds to member inquiry regarding the operation of accounts, access to services, adding or deleting service features on various accounts, account discrepancies, and assisting members to make the most effective usage of service offerings
  • Follows all policies and procedure regulated by the credit union, including guidelines for preventing fraud and robbery, as well as governmental policies and procedures.

Assistant Manager

First Convenience Bank
04.2012 - 06.2014
  • Familiarity with bank regulations and laws Under direction from branch manager and assistant, provide prompt, efficient and friendly services to customers, involving receipt and payment of cash, and to recognize customer needs with suggestions appropriate to the bank’s services Ensure that each personal banker/teller balances and assist in locating any differences Accountable for personal achievement of monthly new account production as assigned by upper management Responsible for the guidance, development and assistance of personal banker growth and sales production Sell and prepares money orders, cashier’s checks, Bank-to-bank wires, savings bonds, travelers’ checks, and certificates of deposits Ensure that appearance of the teller area and personnel are neat, organized and in accordance with bank policy Preparing wires

Store Supervisor/ Customer Service

Ace Cash Express
01.2011 - 12.2011

Overnight Supervisor

PLS Check Cashiers
07.2008 - 01.2011

Education

TBD

Skills

  • Friendly, Positive Attitude
  • Teamwork and Collaboration
  • Training and Development
  • Customer Service
  • Problem-Solving
  • Attention to Detail
  • Time Management
  • Flexible and Adaptable

References

As needed

Timeline

CSM Customer Operation

American Airlines
07.2023 - Current

Staff Assistant II

American Airlines
09.2021 - 07.2023

Car/Premium Services

American Airlines
04.2021 - 09.2021

Financial Service Representative/ Team Lead

Texans Credit Union
01.2017 - 10.2020

Loan Expert

Credit Union of Texas
04.2016 - 11.2017

Loan Officer

BBVA Compass
10.2015 - 04.2016

Float Financial Service Officer

Neighborhood Credit Union
06.2014 - 09.2015

Assistant Manager

First Convenience Bank
04.2012 - 06.2014

Store Supervisor/ Customer Service

Ace Cash Express
01.2011 - 12.2011

Overnight Supervisor

PLS Check Cashiers
07.2008 - 01.2011

TBD

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Whitley Sipriano