Mark Gustafson

Experience

• 

  American Airlines

  Nov 1989 - now

  Create & manage budget for multiple cost centers in the Reservations IT organization. International AAdvantage agent.ACE Award Honoree 2003Facilitated new hire & new-to-function training.Special Assignments:Corporate Travel Programs CAT25 Pricing Conversion (October 2004-April 2005)eWorkforce Upgrade Tester (January 2009-April 2010)SRO Ductwork Replacement Project Move Coordinator (May 2010-February 2012)Reporting, Budget & Finance - Reservations IT (March 2012-present) Planned & scheduled required training for over 600 reservations representatives.Coordinated pool of instructors to facilitate training & QA discussions.High Flyer Award Honoree 2008 Assisted Coordinator in tracting, investigating & reporting of system "bugs."Monitored application loads for Home-Based Worker test program. Domestic AAdvantage & BMAS Representative.ACE Award Honoree 2002 Assisted flight attendants in scheduling annual recurrent training.Scheduled & facilitated Leave of Absence training for flight attendants.Promoted & demonstrated new inflight products at all 3 NYC airports.Facilitated weekly base indoctrination for new hire flight attendants.Facilitated Sabre bidding classes for flight attendants based in Buenos Aires.Facilitated classes for Flight Service Managers, Managers-on-Duty and Support Staff. Managed 100 international flight attendants.Conducted Quality Service Reviews & Unannounced Observation RidesResearched customer compliments & complaints, including follow-up correspondence.Served as flight attendant on regularly scheduled work trips. Audited 30 offices in the Northeast.Facilitated all training classes & Employee Orientation.Created & facilitated electronic ticketing class for Caribbean Reservations Module. Acting Lead Agent, Summer 1992

  • Sr Analyst, HRIS

    Jan 2017 - now

  • Analyst, HRIS

    Oct 2015 - Dec 2016

  • Associate Business Technology Analyst

    Aug 2014 - Oct 2015

  • Reservations Sales Representative

    Apr 2003 - Aug 2014

  • AAdvantage Training Coordinator

    Apr 2007 - Sept 2008

  • Reservations Technical Coordinator Pool

    Aug 2002 - Apr 2003

  • Reservations Sales Representative

    Oct 2001 - Apr 2003

  • Senior Sales & Service Representative, Travel Centers

    Apr 2000 - Oct 2001

  • Flight Service Training Specialist

    Oct 1998 - Mar 2000

  • Flight Service Manager

    Dec 1997 - Oct 1998

  • Regional Auditor & Instructor

    Sept 1995 - Dec 1997

  • Senior Sales & Service Representative, City Ticket Offices

    May 1994 - Sept 1995

  • International Passenger Service Agent

    Nov 1989 - May 1994