Tamarria Simms
Charlotte,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Customer Service Manager
American Airlines
02.2024 - Current
- Fostered a culture that values and supports frontline team members, recognizing their contributions and celebrating their success
- Ensured all airport operations are conducted safely and in compliance with relevant regulations and standards set by authorities such as the DOT, FAA and other governments agencies
- Implemented training programs and protocols to promote safety awareness and adherence to regulations
- Coached and mentored frontline team members, focusing on skill development, customer service enhancement, and fostering a positive company culture
- Cultivated an environment of mutual respect and trust among frontline team members, encouraging open communication, collaboration, and teamwork
- Lead by example and demonstrated integrity and professionalism in all interactions
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Offered clear direction and support to frontline team members, enabling them to perform at their best and achieve high performance standards
- Assessed operational environment and collaborated across departments and levels to ensure that corporate and local performance metrics are met
- Addressed any issues or challenges proactively to drive continuous improvement
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Handled escalated service issues within the terminal promptly and effectively, demonstrating leadership problem-solving skills
- Remained visible and accessible to frontline team members to offer guidance and support as needed
- Delivered key corporate and local information to frontline leaders in a clear, efficient, and effective manner
- Set clear expectations and ensured that team members understood the rationale behind focus areas and priorities
- Became familiar with union contract rules and regulations and applied them appropriately in interactions with frontline team members and local union leaders
- Maintained strong communication channels with all relevant departments to facilitate collaboration and timely resolution of operational issues
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Operations Coordinator
American Airlines
01.2023 - 02.2024
- Monitored and assessed the reliability of Inflight operations, identifying areas for improvement and implementing strategies to enhance dependability
- Promptly responded to operational events such as medicals, fume events, and crew assistance requests, prioritizing actions based on the impact on operations
- Worked closely with Tower/ IOC to provide guidance and support during emergencies, ensuring that appropriate protocols are followed to maintain safely and minimize disruptions
- Offered guidance and support to team members as needed, providing constructive feedback and implementing coaching or counseling sessions when necessary to address performance issues
- Reduced operational risks while organizing data to forecast performance trends.
- Launched staff engagement programs such as reliability blitz to increased operational quality.
- Reported issues to higher management with great detail.
Production Assistant
American Airlines
11.2021 - 01.2023
- Developed and maintained various departmental weekly reports to monitor key performance indicators and operational metrics, providing actionable insights for station leaders to optimize performance and efficiency
- Facilitated daily Teams conference calls with managers and supervisors across multiple airport stations to collect critical operational data and provide comprehensive reports to upper management
- Supported all aspects of AutoTA maintenance, including time coding, shift schedules, maintaining current crew lists, processing overtime, shift swaps, and vacation requests wit TWU bid lists
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Elite Desk Reservations Agent
American Airlines
11.2015 - 11.2021
- Demonstrated exceptional listening and problem-solving skills in a friendly professional manner, adeptly handling each call in a fast-paced call center environment
- Assisted a wide range of customers, from general inquiries to high-value clients, with equal attention and care
- Adapted quickly to learn new programs, policies, and procedures, effectively applying, teaching, and implementing them in daily tasks
- Exercised professionalism and patience in quickly assessing and resolving issues while advocating for customers particularly under critical time constraints to enhance customer experiences
Workforce Management Analyst
American Airlines
10.2016 - 10.2018
- Managed and maintained employee records, departmental reports, daily work files, and exception events, including schedule edits, shift swaps, and over time processing, ensuring accuracy and compliance with company policies
- Ensured adherence to company authorized rules and regulations to maintain consistency across the system for processes and procedures for a unionized workgroup
- Analyzed and generated reports on call volume, attendance, and lost time of station to Management
- Identified areas for operational improvement, developing action plans and incentives to decrease lost time and promote efficient call flow
- Acted as primary resource to assist leadership and employees, investigating and resolving payroll discrepancies or procedural problems for respective personnel and advice on time and attendance
- Communicated operational activity frequently with all reservations management and provided local staff recommendations to improve operational performance
- Delivered corporate communications throughout reservations station and provided telephone coverage to assist internal employees with questions about any company communications
Education
Bachelor of Science Degree -
Queens University of Charlotte
Charlotte, NC05.2015
Skills
- Complaint resolution
- Staffing coordination
- Training and mentoring
- Metric tracking
Timeline
Customer Service Manager
American Airlines
02.2024 - Current
Operations Coordinator
American Airlines
01.2023 - 02.2024
Production Assistant
American Airlines
11.2021 - 01.2023
Workforce Management Analyst
American Airlines
10.2016 - 10.2018
Elite Desk Reservations Agent
American Airlines
11.2015 - 11.2021
Bachelor of Science Degree -
Queens University of Charlotte
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