Stephanie Koch
Chester,United Kingdom
Summary
An initiative-taking and driven former Erasmus+ scholar with a 2:1 combined degree in English, Biology and Educational Sciences and extensive experience in customer service excellence, meeting operational needs and business acumen gained through a 7-year career in aviation as a Resolution Service Desk analyst and operational Team Lead looking to deliver process and administrative support in an educational setting. My excellent organisational and time management skills, my extensive background in administration and ability to solve problems creatively either working flexibly within a team or autonomously, paired with strong communication, digital and numeracy skills, attention to detail and enthusiasm to learn new systems make me an outstanding candidate for the role of People Co-ordinator (Partnering Team).
Overview
8
8
years of professional experience
9
9
years of post-secondary education
Work history
Operational Team Lead International Reservations
American Airlines
Liverpool
01.2024 - 07.2025
- Proactively monitoring the European Reservations operations and making immediate adjustments, when necessary, in CCPulse and Genesys to ensure an efficient and profitable operation
- Working alongside the Performance Analyst and collaborating within a team of Operational Team Leads
- Responsible for identifying training needs within the Department
- Proactively allocating and delegating tasks, such as Pre-Removals and Premium Downgrades
- Responsible for identifying hiring needs, authorising overtime and annual leave request
- Effectively scheduling the European Reservations workforce, e.g. for meetings, trainings and tasks
- Forecasting operational demand within the Reservations department and resource planning
- Maintaining various systems for attendance, performance and sickness reporting
- Completing daily and weekly reports in Excel and MicroStrategy pertaining to operational efficiency
- Developing and maintaining effective working relationships with both internal and external customers
- Attending and conducting meetings, minute taking
- Taking on ad-hoc projects to support and develop the operation, such as creating an Excel dashboard to highlight the source of technical issues, creating a Microsoft Power Automate cloud flow to simplify invoice requests and supporting the BA single PNR migration
- Selected as a mentee for the 2024-2025 Generation Now Mentorship
Resolution Service Desk
American Airlines
01.2021 - 01.2023
- Supporting Reservations Representatives on how to apply AA policies and procedures
- Handling escalated customer interactions in a calm and composed manner as the manager on duty
- Arranging special assistance for passengers
- Reaching balanced commercial decisions appropriate to the role
- Off phone duties, including award redemption approval via Sabre and maintaining an Excel dashboard for upgrade revenue/revenue loss reporting on a daily basis
- Appointment as a variable trainer and assisting with new hire floorwalking
bilingual sales and service representative
American Airlines
01.2018 - 01.2021
- Proactively selling products related to American Airlines and their OneWorld partner airlines
- Handling various enquiries from direct customers, and travel agents at the first point of contact
- Promoting the American Airlines loyalty programme to grow their customer base
- Practicing commercial awareness by adhering to GDPR and company security procedures to safeguard passenger information
- Liaising with internal departments and partner carriers to resolve complex customer issues
- Four-times Reservations Service Award winner, awarded to top 5% of representatives in regard to efficiency and customer service excellence
Education
A-levels - German (B), English (B), Mathematics (B), Educational Sciences (C)
Gymnasium St Ursula
01.2009 - 01.2012
B.A. - English, Biology and Educational Sciences
University Duisburg-Essen
01.2012 - 01.2017
Erasmus + Scholarship - English literature and language
University of Chester
01.2015 - 01.2016
Skills
- Communication skills
- Data Analysis
- Attention to detail
- Target achievement
- Problem-solving
- Collaboration
- Organisational skills
- Adaptability
- Commercial awareness
- Time management
- Multitasking
- IT literacy (Excel, Word, PowerPoint, Teams, Tableau)
- Administrative skills
Accomplishments
- Erasmus + Scholarship, English literature and language, University of Chester
- Volunteer Engagement, University Duisburg-Essen
- Provided guidance to incoming exchange students
- Helped with paperwork regarding health insurance and opening a bank account
- Organised cultural activities and trips
- Assisted with academic questions regarding module selection and timetable scheduling
Custom
- Learning languages and language meetups: French (beginner), Spanish (advanced beginner)
- Travelling
- Sports: swimming and lacrosse
- Performing arts: going to concerts and theatres
Timeline
Operational Team Lead International Reservations
American Airlines
01.2024 - 07.2025
Resolution Service Desk
American Airlines
01.2021 - 01.2023
bilingual sales and service representative
American Airlines
01.2018 - 01.2021
Erasmus + Scholarship - English literature and language
University of Chester
01.2015 - 01.2016
B.A. - English, Biology and Educational Sciences
University Duisburg-Essen
01.2012 - 01.2017
A-levels - German (B), English (B), Mathematics (B), Educational Sciences (C)
Gymnasium St Ursula
01.2009 - 01.2012
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