Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Zara Wilcox

Little Elm,US

Summary

Native German speaker with extensive experience in customer service, administration, and data management. Detail-oriented, with strong communication skills, and a proactive, results-driven approach. Proven ability to solve problems efficiently, perform well under pressure, and drive continuous improvement. Holds a diploma in catering. Experienced as a team lead in inflight administration. Recognized as an enthusiastic team player, known for adaptability, reliability, and a passion for learning new skills.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Team Lead Inflight Administration

American Airlines
Fort Worth, US
11.2023 - Current
  • Ability to document and discussion records with accuracy and timely manner
  • In charge of handling flight attendant administration-related operations, including analyzing leave requests, and schedule removal and coding.
  • Coordinating travel for flight attendants injured on duty, overseeing their schedule and salary continuation during their absence, and serving as point of contact for their nurse case manager and worker's compensation adjuster.
  • Ability to handle a high volume of phone calls.
  • Increasing team output by providing help to coworkers and other departments and effectively finishing all work within allotted time.
  • Working knowledge of inflight Short Term and Long Term Leave processes
  • Trusted with overseeing PHL/ MIA/ CLT/ BOS /DCA and DFW admin, in addition to Injury on Duty.
  • Special assignments with Cabin Odor/ No self clear/ Fica / EC
  • Resolved customer complaints or problems to reduce escalation issues to corporate.
  • Liaise between ARC, Metlife, inflight training, Crew Compensation, Ad Hoc, Benefits and various stakeholders.
  • Strong Knowledge and understanding with tools and applications used in the inflight department including DECS APS Sharepoint, AbsenceTracker, Employee Central, Comply365, Sedgwick, Salary continuation.
  • Providing information to flight attendant's about leaves of absence, FMLA, medical leave, maternity leaves, Injury on duty.

Administrative Assistant

First Command
Fayetteville, US
04.2021 - 07.2022
  • Organized and reported financial data in order to keep track of payment histories and in financial accounting.
  • Coordinate the planning, budgeting, delivery and communication of programs and events in support of employee engagement.
  • Built relationships with external vendors who provided tools necessary for successful product launches.
  • Provide excellent customer service, critical thinking, and remaining solution-focused throughout customer interactions
  • Was in charge of scheduling, managing reservations, and sending confirmations for conference calls.
  • Educating and arranging repayment schedules in order to meet department goals and deadlines
  • Answered calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Entered information into digital systems to maintain data quality and accuracy.
  • Handled administrative tasks such as policy renewals, record keeping, and insurance payment collection.

Passenger service agent

Aviation Power GmbH
Frankfurt am Main Airport, Germany
05.2019 - 01.2021
  • Used the PA system to announce flight status updates and gate changes.
  • Strong PC skills including MS Word, Excel and Power Point.
  • Was in charge of creating customer ticket invoices, accepting payments, and handling refund and cancellation request, hotel accommodation.
  • Engaged customers and used active listening and effective interpersonal skills to provide high levels of customer service to each individual.
  • Informed clients of important travel information such as travel times, transportation connections, medical and visa requirements to provide quality service.
  • Checked in my luggage and double-checked that all of my carry-on items complied with federal regulations.
  • Was in charge of the ticketing, gate, and ramp services.
  • Strong attention to detail

Team Lead Catering Operations

SSP Deutschland GmbH
Frankfurt am Main Airport, Germany
09.2014 - 04.2019
  • Maintained high food quality standards by reviewing shipments, overseeing preparation, and monitoring food safety.
  • Investigated and implemented improved service and team management strategies to increase business profits and reduce costs.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes
  • Plan and designate shifts and hours for 40 employees' schedules.
  • Was in charge of overseeing food preparation and ensuring that safety protocols were followed.
  • Kept up to date on the menu and special offers, recommending specific items based on customer preferences and food allergies.
  • Worked closely with managers and kitchen staff to provide excellent, up-to-date customer service.
  • Analyze, solve and respond to Passengers.
  • Increased quality assurance by performing frequent line checks.
  • Collaborated with Union leaders to develop and implement strategic plans that aligned workplace priority and achieve long-and short-term goals and objective.

Education

Highschool Diploma -

Bergiusschule
Frankfurt am Main, HE
01.2018

Skills

  • Strong time management
  • Problem solving
  • Team leadership
  • Analytical skills
  • Organized
  • Result-oriented
  • Multitasking Abilities
  • Adaptability
  • Customer service
  • Strong, results-driven
  • MS Word, Excel,Power Point
  • Product testing
  • Absence Tracker, APS, Comply365, DECS/SABRE, Power Apps, Qik, ViaOne, Workbrain, Employee Central, SuccessFactors, Amadeus

Languages

German
Native/ Bilingual
English
Full Professional

Certification

  • Catering Expert

Timeline

Team Lead Inflight Administration

American Airlines
11.2023 - Current

Administrative Assistant

First Command
04.2021 - 07.2022

Passenger service agent

Aviation Power GmbH
05.2019 - 01.2021

Team Lead Catering Operations

SSP Deutschland GmbH
09.2014 - 04.2019

Highschool Diploma -

Bergiusschule

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Zara Wilcox