My responsibilities include:-Training new hire candidates to effectively use the AACoRN reservation system to book travel for potential customers while providing accurate information on the requirements, policies and restrictions of their tickets. This includes initial purchase, changes or general questions. All is while providing outstanding, proactive customer service.-Recurrent training of updates to policies, procedures or transfers to different departments in Reservations: Domestic and International Sales and Service, Domestic and International AAdvantage (Frequent flyer program), Customer Service Desk (Escalation desk)-Develop and mentor front line representatives who wish to participate in the Training Variable program (Assistant Instructor). Including a two-day certification class on the fundamentals of Training in a classroom setting. Consistent evaluation and development as I pair up with each Variable during classroom training on how to hone their skills. All while meeting the requirements of the CWA/IBT Union contract regarding deployment of front line representatives.-Set up lab space for applicable Training which includes the deployment of Variable instructors to teach each class. Create class in Training system Learning Hub for tracking purposes as representatives attend. -Meet 95% goal of completion for each Training assigned by the Reservations and Training Development Department by the end date. This varies depending on Training ranging from 4-10 weeks. -Send weekly reports of completion to Training Manager, Scheduling and Reservations Training and Development. -Work closely with Scheduling and Reservations Training and Development to streamline processes that allow us to meet the goal of 95% per Training while presenting the most updated information.

My team completed training for 14 new hire classes for US Airways Phoenix Reservations call center in 2011. Final phase of new training completed in 2012 implementing our Dividend Mileage program. Recurrent training continues with the entire workforce (628) in Phoenix call center:-Queues to assist during flight irregularities by proactively calling our customers back with an alternate flight.-Connecting with Customers: 2012 ongoing customer service recurrent training explaining the importance of assisting individual needs of our customers.-Customer Relationship Manager (CRM): Transitioning our Dividend Mileage Service center agents from Kana to CRM. This allows for one central system for collecting customer information and case history (email, calls) for Revenue accounting, Customer Relations, US Clubs and Dividend miles.

Responsible for maintaining a team between 25-45 agents. Ensuring all statistical metrics such as call handling and compliance fell within the 95% or above goal per agent.Developed and implemented a coaching plan for indivduals that fell below goals. Coaching included one on one recurrent training on areas of opportunity as well as additional quality call reviews. Minimum of two quality call reviews were required per agent each month. Provided timely review of customer feedback as well as compliments. Documentation and monthly summary of all areas were logged in each agent's electronic file.

Responsible for maintaining a team between 25-45 agents. Ensuring all statistical metrics such as call handling and compliance fell within the 95% or above goal per agent. Developed and implemented a coaching plan for indivduals that fell below goals. Coaching included one on one recurrent training on areas of opportunity as well as additional quality call reviews. Minimum of two quality call reviews were required per agent each month. Provided timely review of customer feedback as well as compliments. Documentation and monthly summary of all areas were logged in each agent's electronic file.

Responsible for the creation and maintainence of flight reservations over the phone. Also included clarification of policies and procedures for travel, while meeting minimum performance standards.