Lisa Coppock
Secane
Summary
Personal goal is to help lead and facilitate the continued customer service initiative to make American Airlines the greatest airline in the world.
Proactive and goal-oriented with a proven track record in delivering exceptional customer service and support. Known for reliability and adaptability, with swift capacity to learn and apply new skills using strong communication skills, problem-solving abilities, and adaptability in continuously changing environments. Team player with focus on collaboration and achieving results. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
14
14
years of professional experience
Work History
Premium Guest Services Representative
American Airlines
06.2025 - Current
- Assist customers with travel inquiries and resolve issues promptly.
- Provide detailed information on flight schedules, fares, and policies.
- Assist clients on loyalty programs to enhance customer engagement.
- Collaborate with team members to streamline service processes and improve efficiency.
- Handled complex customer requests, ensuring accurate and timely resolutions.
- Enhance customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Follow instructions from supervisor regarding daily job tasks and duties.
Training Customer Service Coordinator
American Airlines
02.2011 - 06.2025
- All work performed by the CSA and CSC workgroup
- Lead and direct the work of other employees
- Performing the functions of GSC and CRO
- Provide new and recurrent training and instruction to all customer care agents in the PHL airport
- Provide new and recurrent training and instruction to airport vendors
- Maintain training records for auditing purposes
- Work the frontline when needed
- Training CSC Responsibilities
- Trained and mentored new agents on policies, procedures, and system usage.
- Resolved passenger inquiries and complaints, enhancing overall customer satisfaction.
- Collaborated with security and operations teams to ensure compliance with safety regulations.
- Lead training classes to enhance team knowledge of customer service best practices.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Participated in company-wide initiatives aimed at enhancing the overall customer experience.
- Assisted in the development and implementation of training for new and updated procedures.
New Hire Customer Service Trainer
American Airlines
03.2022 - 10.2023
- Selected to participate in peer to peer temporary duty training assignment for high volume hiring of customer service agents and coordinators throughout the system after the Covid pandemic.
- Collaborated with corporate training personnel in the development and delivery of a nine day training program for front line customer service agents and supervisors
- Cheerfully performed with aggressive timelines and varied training shifts
- Provided consistent, energetic, and positive image while incorporating corporate policies and procedures as well as technical applications
- Communicated daily with assigned corporate managers
- Managed classroom expectations
- Created creative learning aids and varied training styles to meet the needs of a diverse audience
- Partnered with a co-trainer to ensure student success
Area Coordinator
Airport Frontline Leadership Summit
10.2019 - 03.2020
- Selected from team of 150+ to perform a myriad of administrative and logistics duties to ensure the success of the program.
- Available seven days a week to ensure that participants’ registrations and accommodations were confirmed
- Liaison between facilitators and management team
- Primary contact for hotel venue
- Coordinated venue site visits and facility set-up
- Scheduled and assigned table facilitators and room coordinators to ensure coverage
- Maintained inventory of supplies
- Summarized sessions for leadership team in weekly report
- Responded to needs of facilitators and participants including emergencies, diffusion and venue concerns
- Organized team building events
- Filled in as Room Coordinator and Table Facilitator when needed
Area Coordinator
Elevate One Connected Team
01.2018 - 10.2018
- Selected from team of 150+ to perform a myriad of administrative and logistics duties to ensure the success of the program.
- Available seven days a week to ensure that participants’ registrations and accommodations were confirmed
- Liaison between facilitators and management team
- Primary contact for hotel venue
- Coordinated venue site visits and facility set-up
- Scheduled and assigned table facilitators to ensure coverage
- Maintained inventory of supplies
- Summarized sessions for leadership team in weekly report
- Responded to needs of facilitators and participants including emergencies, diffusion and venue concerns
- Organized team building events
- Filled in as Table Facilitator when needed
Room Facilitator
Elevate The Everyday Experience
01.2017 - 07.2017
- Selected from a group of 150+ to lead the two day program.
- Led the overall experience for 20-80 participants in the two day program as a room facilitator
- Managed transitions and logistics and provided guidance to table facilitators and participants
- Maintained high energy level and engagement throughout sessions
Table Facilitator
Elevate The Everyday Experience
09.2016 - 07.2017
- Selected from over 800 applicants to be a part of a core team of facilitators for a system wide customer service initiative. The program was delivered to over 30K American Airlines employees and vendor partners and was one of the largest training efforts in company history. Participants were from various work groups ranging from new hires to managing directors and above.
- Provided guidance to participants in a Learning Map
- Process so as to keep them focused on discussion of material
- Offered encouragement to participate openly and honestly and asked probing questions to increase understanding
- Managed time in a quick paced environment while maintaining a high energy level, actively listening and controlling participation
- Demonstrated flexibility in location assignments as well as fulfilling administrative duties as needed
- Communicated post-training feedback to department managers
- Built cross-divisional relationships while maintaining the highest degree of professionalism
QIK/SABRE Trainer
04.2015 - 10.2015
- Selected to participate in peer to peer temporary duty training assignment for high profile computer migration for the merger of USAIRWAYS and AMERICAN.
- Collaborated with corporate training personnel in the development and delivery of a five day training program for front line customer service agents
- Cheerfully performed with aggressive timelines and varied training shifts
- Provided consistent, energetic, and positive image while incorporating corporate policies and procedures as well as technical applications
- Communicated daily with assigned mentor
- Managed classroom expectations
- Created creative learning aids and varied training styles to meet the needs of a diverse audience
- Partnered with a co-trainer to ensure student success
Education
High School Diploma - Business
Lansdowne Aldan High School
Lansdowne, PASkills
- Strong work ethic
- Customer service
- Attention to detail
- Excellent communication
- Multitasking and organization
- Handling customer complaints
- Team collaboration
Websites
Timeline
Premium Guest Services Representative
American Airlines
06.2025 - Current
New Hire Customer Service Trainer
American Airlines
03.2022 - 10.2023
Area Coordinator
Airport Frontline Leadership Summit
10.2019 - 03.2020
Area Coordinator
Elevate One Connected Team
01.2018 - 10.2018
Room Facilitator
Elevate The Everyday Experience
01.2017 - 07.2017
Table Facilitator
Elevate The Everyday Experience
09.2016 - 07.2017
QIK/SABRE Trainer
04.2015 - 10.2015
Training Customer Service Coordinator
American Airlines
02.2011 - 06.2025
High School Diploma - Business
Lansdowne Aldan High School
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