Fiscal Year

2020

Case Number

A-20056-23059

Case Status

Certified

Received Date

2020-03-23

Decision Date

2020-07-29

Refile

N

Original File Date

2020-01-01 08:40:27

Previous SWA Case Number State

Schedule A Sheepherder

N

Employer Name

AMERICAN AIRLINES

Employer Name Slug

american-airlines

Employer Address 1

1 SKYVIEW DRIVE

Employer Address 2

Employer City

FORT WORTH

Employer City Slug

fort-worth

Employer State

TEXAS

Employer State Slug

texas

Employer Country

UNITED STATES OF AMERICA

Employer Postal Code

76155

Employer Phone

682-227-0639

Employer Number of Employees

100000

Employer Year Commenced Business

1934

NAICS Code

481111

FW Ownership Interest

N

Employer Contact Name

Vincent S Carver

Employer Contact Address 1

1 Skyview Drive

Employer Contact Address 2

Employer Contact City

Fort Worth

Employer Contact State/Province

TEXAS

Employer Contact Country

UNITED STATES OF AMERICA

Employer Contact Postal Code

76155

Employer Contact Phone

682-227-0639

Employer Contact Email

[email protected]

Agent Attorney Name

James N Garilas

Agent Attorney Firm Name

Ogletree Deakins Law Firm

Agent Attorney Phone

8032521300

Agent Attorney Address 1

Ogletree Deakins Law Firm

Agent Attorney Address 2

2142 Boyce St., Suite 401

Agent Attorney City

Columbia

Agent Attorney State/Province

SOUTH CAROLINA

Agent Attorney Country

UNITED STATES OF AMERICA

Agent Attorney Postal Code

29201

Agent Attorney Email

[email protected]

PW Track Number

P10019151485719

PW SOC Code

13-1111

PW SOC Title

Management Analysts

PW Skill Level

Level I

PW Wage

61110.00

PW Unit of Pay

Year

PW Wage Source

OES

PW Determination Date

2019-09-26

PW Expiration Date

2020-06-30

Wage Offer From

61110.00

Wage Offer To

89394.00

Average Salary

75252.00

Wage Unit of Pay

Year

Worksite Address 1

4700 American Blvd.

Worksite Address 2

Worksite City

Ft. Worth

Worksite City Slug

ft-worth

Worksite State

TEXAS

Worksite Postal Code

76155

Job Title

Analyst Global Reservations - Quality

Job Title Slug

analyst-global-reservations-quality

Minimum Education

Bachelor's

Major Field of Study

Communications

Required Training

N

Required Experience

Y

Required Experience Months

36

Accept Alternative Field of Study

Y

Accept Alternative Major Field of Study

Marketing, Business Administration, or related field

Accept Alternative Combination

N

Accept Alternative Combination Education

Accept Alternative Combination Education Years

Accept Foreign Education

Y

Accept Alternative Occupation

Y

Accept Alternative Occupation Months

36

Accept Alternative Job Title

in supporting call center quality

Job Opportunity Requirements Normal

Y

Foreign Language Required

N

Specific Skills

Demonstrated experience in Participation on Corporate Quality initiatives while in the Call Center operation; Conducting calibration sessions and participating in taskforces related to quality for Reservations; Quality assurance processes and customer service standards for Reservations call centers including call evaluation guidelines, scoring criteria, trend analysis and reporting; Reservations internal management processes including rules of conduct, performance reviews, and shift bids; International HR guidelinespolicies for attendance, corrective action, country laws and employee rights; Department of Transportation Regulatory requirements; ANAC International regulations; Utilizing NICE recording system end user functionalities of querying for prerecorded calls, creating coaching packages, completing evaluation forms; NICE system administrative tasks of profile creation, privilege assignment, recording plans; Technical support for call recording system including remote software installations, troubleshooting errors and creating tickets with NICE support team; NICE systems speech analytics feature and functionality to determine words and phrases for speech analysis, call category parameters, listening exercises, reporting behavioral trends and targeted analysis; Compass system end user functionalities including team breakdown, metrics for analysis, creating and submitting performance documentation and navigating its multiple screens; Reservations metrics, targets and goals including AHT, AWT, revenue, near endfar end release reports, tips, waivers, partner transfers, adherence, lost time, and compliance; International Reservations operational structure including crosscountry specialized desks, mirror sites, call routing and internal processes for alternative forms of payment including home banking and installment options; Supporting Reservations call center internal processes to support Irregular Operations with flight disruption procedures including coordinating reps for proactive customer calls, contact airports, actionpriority queues, reaccommodation manifesto; Policies and Procedures for Reservations call centers; Reservations systems and resources including SABRE, AACoRN, and WebReference; Reservations phone technology systems Genesys, Navia and Interactive Workspace; Microsoft Office including Word, Excel, Power Point, and SharePoint.

Combination Occupation

N

Offered to Applicant Foreign Worker

Y

Foreign Worker Live on Premises

N

Foreign Worker Live in Domestic Service

N

Foreign Worker Live in Domestic Service Count

Professional Occupation

Y

Application for College/University Teacher

N

SWA Job Order Start Date

2019-09-30

SWA Job Order End Date

2019-10-30

Sunday Edition Newspaper

Y

First Newspaper Name

Fort Worth StarTelegram

First Advertisement Start Date

2019-10-13

Second Newspaper Ad Name

Fort Worth StarTelegram

Second Advertisement Type

Newspaper

Second Ad Start Date

2019-10-20

Employer Website From Date

2020-01-01 08:40:27

Employer Website To Date

2020-01-01 08:40:27

Professional Organization Ad From Date

2020-01-01 08:40:27

Professional Organization Advertisement To Date

2020-01-01 08:40:27

Job Search Website From Date

2020-01-01 08:40:27

Job Search Website To Date

2020-01-01 08:40:27

Employee Referral Program From Date

2020-01-01 08:40:27

Employee Referral Program To Date

2020-01-01 08:40:27

Local Ethnic Paper From Date

2019-10-16

Local Ethnic Paper To Date

2019-10-22

Radio/TV Ad From Date

2020-01-01 08:40:27

Radio/TV Ad To Date

2020-01-01 08:40:27

Employer Received Payment

N

Posted Notice at Worksite

Y

Layoff in Past Six Months

N

Country of Citizenship

BRAZIL

Foreign Worker Birth Country

BRAZIL

Class of Admission

H-1B

Foreign Worker Education

Bachelor's

Foreign Worker Information: Major

MARKETING

Foreign Worker Years of Education Completed

2008

Foreign Worker Institution of Education

ESAMC ESCOLA SUPERIOR DE ADMINISTRACAO, MARKETING E COMUNICACAO

Foreign Worker Education Institution Address 1

RUA JOSE PAULINO, 1345

Foreign Worker Education Institution Address 2

Foreign Worker Education Institution City

CAMPINAS

Foreign Worker Education Institution State/Province

SAO PAULO

Foreign Worker Education Institution Country

BRAZIL

Foreign Worker Education Institution Postal Code

13013001

Foreign Worker Experience with Employer

N

Foreign Worker Employer Pays for Education

N

Foreign Worker Currently Employed

Y

Employer Completed Application

N

Preparer Name

James N Garilas

Preparer Title

Attorney

Preparer Email

[email protected]

Employer Information Declaration Name

Vincent S Carver

Employer Information Declaration Title

Director Sr. Attorney