Erick Stone
Phoenix
Summary
Dynamic professional with extensive experience at American Airlines, excelling in operations management and team support. Proven track record in process improvement and performance management, leading large teams to achieve high-quality service levels. Skilled in compliance reporting and relationship building, driving strategic initiatives that enhance operational efficiency and employee engagement.
Overview
12
12
years of professional experience
Work History
Analyst, Revenue Accounting Interline
AMERICAN AIRLINES
Phoenix
03.2024 - Current
- Perform daily monitoring and regular analysis of Interline billing and revenue data.
- Delivers efficient and accurate reporting of Interline billing & revenue data.
- Prepares mid-month and month-end issues reports.
- Proactively identified and evaluates billing trends across multiple sales channels.
- Provides ad-hoc analysis including identifying and applying trends and root cause analysis.
- Develops presentations that summarize and communicates.
- Identifies issues, proposes solutions and coordinates/contributes to implementation.
- Works with management and end-users to address data and process concerns.
Customer Service Manager, Central Baggage Resolution Office (CBRO)
AMERICAN AIRLINES
Phoenix
06.2018 - 03.2024
- Co-lead a staff of 175 service recovery specialists.
- Manage the productivity and quality for a team of 17-29 baggage office travel professionals.
- Offer travel performance feedback via quality reports and recorded customer phone interactions.
- Deliver constructive coaching and development as well disciplinary actions as needed.
- Actively work to meet individual and team goals for productivity, quality, and availability.
- Lead weekly team huddles, update meetings, and presentations for travel professionals on new business initiatives.
- Oversee CBRO travel professional special assignment teams CBRO Tech Support, Vacation Relief, BBBDOT, and Prorates as well as a team of 23 claims professionals.
- Safety Committee Team.
Analyst, Human Resources Audit & Analysis
AMERICAN AIRLINES
Phoenix
04.2016 - 06.2018
- Provide analytical support to Human Resources (HR) Audit & Analysis team. Act as part of project teams tasked with improving processes, policies, audit, analysis, and reporting.
- Collect and analyze workforce data and metrics to identify important trends and demonstrate the implications of these trends on the business/department.
- Consolidate and present workforce data in a clear, concise, and consistent manner to senior leadership.
- Collaborate with HR Leadership on strategic activities, including but not limited to defining and tracking performance metrics, developing scorecards, driving improvement initiatives, and mitigating risk.
- Develop and utilize data analysis, forecasting, and reporting to drive decision-making and strategies.
- Establish positive working relationships with internal and external parties, including customer groups, suppliers, Legal and Finance.
Operations Performance Analyst, PHX Reservations
AMERICAN AIRLINES
Tempe
01.2014 - 04.2016
- Workforce management including supervision, scheduling frontline training, forecasting, and reporting.
- Guide 8 Workforce Support Analysts in making future work schedule adjustments to resolve critical half hour service level deficiencies.
- Overseeing local access to Work Force Management tool including file maintenance, training, report generation and maintaining employee databases.
- Review analyst performance to recommend performance goals.
- Partner with Training, leadership across all LUS call centers to ensure agent training and CCM reporting needs are met.
- Analyzing schedules to make staffing adjustments to meet changing call volume trends and to support departmental service level goals.
- Developing holiday staff reduction schedules in conjunction with central planning.
- Reporting monthly quality and variance data.
- Production of staffing models and make recommendations to optimize utilization of headcount across various duty assignments.
Supervisor, Reservations
US AIRWAYS
Tempe
03.2013 - 01.2014
- Co-lead a staff of 600 customer service agents toward company expectations and personal growth.
- Instill a teamwork mindset and personal accountability for each front line team member.
- Partner with local union to foster a collaborative and cooperative work environment.
- Review recorded agent calls and prepare quality reports for immediate agent work performance feedback.
- Deliver constructive weekly coaching, and monthly reviews for each team member.
- Lead team meetings and presentations to continuously update agents on business developments.
- Meet monthly individual and team statistical metrics for each agent as set by the management team.
Education
Master’s Degree - Business Administration
University of Phoenix
Phoenix, AZ06-2008
Bachelor’s Degree - Business Management
University of Phoenix
Phoenix, AZ06-2006
Skills
- Operations Management
- Team Support
- Process Improvement
- Relationship Building
- Compliance Reporting
- Mentoring & Coaching
- Performance Management
- Conflict Management
- Employee Relations
Systems Knowledge
- Native Sabre
- PRIME Bag Finder
- Joint Collective Bargaining Agreement familiar
- Customer Relationship Management (CRM)
- Work Force Management (EWFM)
- Amazon Connect Phone Platform
References
References available upon request.
Timeline
Analyst, Revenue Accounting Interline
AMERICAN AIRLINES
03.2024 - Current
Customer Service Manager, Central Baggage Resolution Office (CBRO)
AMERICAN AIRLINES
06.2018 - 03.2024
Analyst, Human Resources Audit & Analysis
AMERICAN AIRLINES
04.2016 - 06.2018
Operations Performance Analyst, PHX Reservations
AMERICAN AIRLINES
01.2014 - 04.2016
Supervisor, Reservations
US AIRWAYS
03.2013 - 01.2014
Master’s Degree - Business Administration
University of Phoenix
Bachelor’s Degree - Business Management
University of Phoenix
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