Denise Fraser Email and Phone Number
Denise Fraser work email
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Denise Fraser personal email
Human Resources | Customer Service | Program Services | Financial ServicesCustomer Service Management: Team and relationship builder with expertise in Financial, Airline and Service industries. Direct and motivate staff, achieving significant production performance results with integrity and trust in ever-changing environments. Monitor performance via daily reporting, recognizing individual contributions and identifying opportunities. Create forums for open discussions or concerns, providing business suggestions and feedback. Frequently promoted and / or tapped to serve in other departments due to depth and breadth of skill sets, work ethic and proven successes. Adaptable with strong oral and written communication skills, enhancing collaboration with other departments, increasing efficiencies.► FINANCIAL SERVICES AND PORTFOLIO MANAGEMENT: Led and coached team of 15 – 20 representatives in Mortgage services, reviewing and validating documents according to investor and portfolio guidelines.► CUSTOMER SERVICE MANAGEMENT: COMPLAINT HANDLING AND RESOLUTION: Directed a team to resolve customer service and operational issues engaging in open, honest dialogue and directly addressing issues immediately, driving customer satisfaction.► HUMAN RESOURCES - PERFORMANCE MANAGEMENT: Executed direct coaching and development through call monitoring, calibrations and 1-on-1’s, improved performance and exceeded business metrics. Built effective staff through recruiting, hiring and training exceptional candidates.
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Customer Service Manager - Airport Workforce ManagementAmerican Airlines May 2018 - PresentCharlotte, North Carolina, United States• Utilizes Staffing tool and other programs to identify and manage staffing needs and overtime spending. • Coaches and mentor frontline team members in skill development, customer service elevation and company culture behaviors. • Provides the direction and appropriate support structure using effective resources to enable the team to deliver high performance. • Promotes an environment of mutual respect and trust between frontline team members. -
Customer Service Manger - Customer ExperienceAmerican Airlines Jun 2015 - Apr 2018Charlotte, North Carolina, United States• Led and coached a team of 35 unionized employees with an emphasis on workplace safety while cultivating a positive work environment. • Responsible for ensuring team followed guidelines for Federal, state and local agencies, including Department of Transportation (DOT), Federal Aviation Administration (FAA), and other government agencies.• Collaborated with multi-functional departments to ensure essential needs were met for an efficient on-time operation. • Cultivated a positive work environment by promoting best performance in team through employee engagement, inclusive workplace and effective communication. • Utilized sound business decisions to resolve issues with internal and external customers.
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Recovery Sr. Supervisor - SpocCiti May 2011 - Feb 2015Fort Mill, ScManaged day-to-day operations, ensuring smooth work flow and achieving predetermined goals.• Assessed strengths and development needs of staff through accurate, timely and specific feedback.• Initiated, developed and maintained positive relationships, detecting and implementing solutions for improving effectiveness and results. -
Unit Manager, Hat Mau (Manager Assist Unit)Citi Nov 2009 - May 2011Fort Mill, ScManaged a group of specialists responsible for inbound assist and escalated calls into our Manager Assist unit.• Identified and analyzed escalated problems, providing guidance for timely resolution.• Achieved efficiency, increased job knowledge and enhanced quality client service by fostering positive team environment in which people of diverse backgrounds felt valued.
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Unit Manager - Front-End And Back-End CollectionsCiti Feb 2008 - Nov 2009Fort Mill, ScSupervised team in Front-end collections and Ownership environment specializing in loan retention.• Monitored call management systems and SharePoint reporting, increasing productivity and performance efficiency.• Reduced mortgage delinquency balances through consistent team coaching and development.
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Hr Service Center ManagerAon Hewitt Oct 2006 - Sep 2007Charlotte, NcOversaw day-to-day management of associates and customer calls into service center.• Collaborated with client manager team, supporting effective business practices and achieving successful results.• Executed coaching and development of Customer Service Associates through side-by-side coaching and monthly call evaluations. -
Investigator Hr Operations SupportAmerican Airlines Apr 2004 - Apr 2006Chicago, IlConducted investigations involving possible violations of Company Work Environment Policy. • Partnered with operating leadership and other departments, providing guidance and recommending appropriate corrective actions as warranted for employee relations issues. • Maintained confidential case files and performed on-site HR Generalist responsibilities as needed.
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Customer Service ManagerAmerican Airlines Sep 1999 - Mar 2004Chicago, IlSupervised and coordinated employees in passenger and ramp service group.• Mentored, coached and counseled employees, maximizing positive work environment.• Maintained discipline and ensured compliance to AA rules and regulations through timely feedback and performance accountability.
Denise Fraser Skills
Denise Fraser Education Details
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Business Administration And Management, General
Frequently Asked Questions about Denise Fraser
What company does Denise Fraser work for?
Denise Fraser works for American Airlines
What is Denise Fraser's role at the current company?
Denise Fraser's current role is Customer Service Manager - Airport Workforce Management at American Airlines.
What is Denise Fraser's email address?
Denise Fraser's email address is denise.fraser@aa.com
What schools did Denise Fraser attend?
Denise Fraser attended Xavier University.
What are some of Denise Fraser's interests?
Denise Fraser has interest in Social Services, Children, Education, Disaster And Humanitarian Relief, Human Rights, Animal Welfare, Health.
What skills is Denise Fraser known for?
Denise Fraser has skills like Microsoft Office, Management, Microsoft Excel, Microsoft Word, Research, Powerpoint, Sales, Leadership, Training, Coaching, Customer Service, Problem Solving.
Who are Denise Fraser's colleagues?
Denise Fraser's colleagues are Lesley Wicke, Rod Clark, Carlos M. Seijas, Sudheer Kumar, Matthew Stracquadanio, Heather Bersch, Jeanne Passarell.
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Denise Fraser
Edgartown, Ma1comcast.net -
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Denise Fraser
Agile Center Of Enablement Operations | Scrum Master | Project ManagerGlastonbury, Ct4live.com, voya.com, cox.net, thehartford.com -
3sbcglobal.net, microsoft.com, microsoft.com
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