Nancy Hall

Experience

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  SOUTHWEST AIRLINES

  Jan 1994 - Jan 2010

  Managed customer service, field support and claim management processes nationwide. Acted as the primary point of contact for 66 stations, 150+ employees and customers to ensure compliance with Americans Disability Act (ADA), Air Carrier Access Act (ACAA), and Department of Transportation (DOT) federal regulations while minimizing expenses and maintaining highest level of customer service. Interfaced with customers and airports to drive expeditious resolution of customer claims; negotiated with vendors, administered contracts, monitored regulatory compliance, and reduced exposure to liabilities. Influenced federal ruling which limited potential liability exposure estimated at approximately $200,000 per year. Argued and successfully obtained an interpretive ruling from the regulatory agency confirming the exclusion of assistive sport devices were not covered under the limitless liability provisions of the ACAA federal liability regulations. Created and implemented a training program that resulted in 35% reduction in fraudulent claims and dramatically increased annual cost savings by approximately $175,000 annually. Improved training on policies and procedures significantly reduced non-compliance incidents and resultant expenses. Negotiated and implemented set up of third party vendors throughout a 32-state, 65-city route system while reducing costs by up to 20%. Represented company at national industry conferences as a subject matter expert in ADA/ACAA (disability-related) issues; promoted the best interests of both the airline and the customer. Worked closely with regulatory agencies, industry counterparts, and advocacy groups in implementing best practices across the industry. Show less Led full cycle claim resolution from initial investigation, documentation, liability assessment, claims settlement to payment authorization and transaction reconciliation in accordance with federal rules and regulations while delivering highest level of customer service. Acted as point of contact to strategic operating facility staff, providing direction and support consistent with established policies and procedures. Achieved 100% resolution of claims (up to 100 per month) within 60 days with zero customer complaints. Show less Planned, organized and coordinated daily operating functions; collaborated with departmental staff, senior management and regulatory agency to ensure efficient flow in business operations. Served as project manager, payroll administrator and event coordinator for the department. Maintained and updated procedure manuals, working closely with cross functional teams in research, documentation and facilitation of procedure changes.*Captured $2.45MM in annual savings by reducing medical landing diversions due to medical emergencies; contributed to the ROI analysis and implementation of an in-flight emergency medical service which reduced precautionary flight diversions by approximately 30-40%. Show less

  • Senior Claim Specialist, Air Carrier Access Act (ACAA)

    Jan 2005 - Jan 2010

  • Senior Baggage Claim Adjuster

    Jan 2001 - Jan 2005

  • Flight Operations Administration Coordinator

    Jan 1994 - Jan 2001
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  GAYLORD TEXAN RESORT AND CONVENTION CENTER

  Jan 2011 - Jul 2013

  Reservations and Guest Care Agent

  Seasonal Guest Care Agent position which became full-time in January 2012 based upon select performance.Provided call center support/customer care to existing/potential guests and all other callers to provide hospitality-related room reservation accommodations, address hotel and restaurant-related inquiries/account issues, thus, ensuring flawless service while promoting harmony, and support within a proactive team environment.

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  Daryl Flood Relocation and Logistics

  Jun 2013 - Nov 2014

  Manager of First Impressions - Front Desk Receptionist (Part-time)

  This position greets and makes the first positive and lasting impression in-person and on the phone to employees and visitors. Operates multi-line phone system, greets callers and routes them to the appropriate person. Maintains orderly and efficient work/reception area; receives, sorts and routes mail; orders, receives and maintains office supplies; performs basic clerical duties to support relocation and logistic functions.

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  Daryl Flood Relocation & Logistics

  Jun 2013 - Nov 2014

  Manager of First Impressions-Front Desk Receptionist (part time)

  This position greets and makes the first positive and lasting impression in-person and on the phone to employees and visitors. Operates multi-line phone system, greets callers and routes them to the appropriate person. Maintains orderly and efficient work/reception area; receives, sorts and routes mail; orders, receives and maintains office supplies; performs basic clerical duties to support relocation and logistic functions.

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  SUNSET LOGISTICS

  Jul 2013 - Dec 2013

  Dispatcher

  Took Customer orders, determined best routes and dispatched drivers to haul sand, gravel and rock from various quarries to plants and job site locations throughout the Fort Worth metropolis. Demonstrated excellent skills in mapping routes to maintain fuel efficiency and time sensitive service demands required for private business, state or public projects.

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  The Walsh Group - Walsh Construction & Archer Western

  Feb 2015 - now

  Front Desk