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Yulander Lewis
Kingsland
Summary
Customer-focused operations and service professional with extensive experience in airline operations and executive support. Recognized for effectively resolving escalated customer issues, coaching teams, and ensuring efficient service delivery in high-volume environments.
Overview
36
36
years of professional experience
Work History
Customer Service Coordinator
American Airlines
02.2013 - Current
- Progressed through multiple operational and leadership positions supporting airport and reservations operations.
- Lead frontline employees by assigning work areas, coordinating staffing, and coaching team members to ensure safe, efficient operations.
- Resolve customer escalations, service recovery situations, oversold flights, and irregular operations.
- Deliver premium customer service through Admirals Club operations, passenger check-in, boarding, and travel document verification.
- Book and modify domestic and international travel while consistently exceeding productivity and customer satisfaction goals.
- Served as Ground Security Coordinator and Customer Resolution Officer.
Secretary
GTE Wireless (Verizon)
01.1998 - 01.2005
- Coordinated executive travel, meetings, presentations, and corporate events.
- Provided executive administrative support for management and staff.
- Prepared reports, correspondence, and confidential personnel documentation.
- Managed payroll, personnel actions, employee records, and performance documentation to ensure compliance and accuracy.
Store Worker (WG-5)
Defense Commissary Agency (DeCA)
Forest Park
01.1996 - 01.1998
- Managed stocking, inventory control, warehouse operations, and customer service in a high-volume commissary.
- Received and replenished merchandise, ensuring inventory accuracy aligned with military commissary standards.
- Maintained inventory levels for various grocery and household items.
- Assisted customers with product inquiries and store navigation.
- Operated cash register and processed customer transactions efficiently.
Secretary (GS-0318-04)
Defense Finance and Accounting Service (DFAS)
11.1992 - 04.1995
- Coordinated executive administrative tasks, payroll, budget management, and travel arrangements for the Comptroller.
- Developed reports, spreadsheets, correspondence, and classified Navy communications to facilitate decision-making.
- Ensured adherence to security protocols for maintaining Secret Security Clearance.
Store Worker (GS-4)
Defense Commissary Agency (DeCA)
Bermuda
01.1991 - 01.1992
- Supported daily commissary operations by merchandising, stocking, and managing inventory to ensure product availability.
- Provided exceptional customer service and upheld military commissary standards to enhance customer satisfaction.
- Assisted customers with product selections and inquiries daily.
- Stocked shelves and organized merchandise for optimal display.
- Processed transactions accurately at the checkout counter.
Education
Some College (No Degree) - Criminal Justice, Homeland Security
Florida Institute of Technology
Melbourne, FLCriminal Justice
Eastern Gateway Community College
Steubenville, OHHigh School Diploma -
Booker T. Washington High School
Pensacola, FloridaSkills
- Complaint resolution
- Customer service
- Conflict management
- Reservation systems
- Sabre and Apollo
- QikRes and Worldspan
- SAP and Citrix
- Microsoft Office Suite
- Workforce management
Timeline
Customer Service Coordinator
American Airlines
02.2013 - Current
Secretary
GTE Wireless (Verizon)
01.1998 - 01.2005
Store Worker (WG-5)
Defense Commissary Agency (DeCA)
01.1996 - 01.1998
Secretary (GS-0318-04)
Defense Finance and Accounting Service (DFAS)
11.1992 - 04.1995
Store Worker (GS-4)
Defense Commissary Agency (DeCA)
01.1991 - 01.1992
Some College (No Degree) - Criminal Justice, Homeland Security
Florida Institute of Technology
Criminal Justice
Eastern Gateway Community College
High School Diploma -
Booker T. Washington High School