1. Bridgette M. McMullen
10618 Castleton St.
Houston, TX 77016
Mobile: (713) 539-2200
Email: bridgette.mcmullen@me.com
Over 20 years of outstanding customer service experience at Continental/United Airlines.
Areas of Impact
Customer Service  Strategic Planning & Leadership  Financing and Budgeting
Revenue Management  Project Management  Business Development
PROFESSIONAL EXPERIENCE
United Airlines 2007-2015
Revenue Integrity – Strategic Analyst
 Manage team of Revenue Integrity Analyst (6) through training/recurrent training in identifying revenue leakage and
reduce the impact of currently known forms of leakage through automation
 Identify and evaluate airline industry Revenue Integrity best practices
 Implement appropriate best practices within United’s RI function.
 Management of the Premium Cabin Firming, Suspicious Booking Firming, Revenue Leakage Reporting, Automated
Flight Firming and First-Class Inventory Recapture RI functions.
 Improve departmental efficiency and productivity by means of systems automation through Automated Flight
Firming enhanced applications
 Perform various project management and implementation functions for RI projects and systems. Proficient usage of
Microsoft Word, Excel, PowerPoint and Visio.
 Initiate, develop and conduct internal RI training and communication programs working closely with Revenue
Accounting
 Maintain relationships across all United divisions through education of RI policies and procedures vision with sharing
data across the system with teams that create revenue-negative bookings sharing lost of revenue data
 Developed and maintain new programs and queries to comprehensively review all reservations (first class, business
class and economy) PNRs for areas of revenue leakage and fraud (internal and external) detailed ticketing errors,
reading PNR history, fare structure and illegal passenger upgrades
 Responsible for business development including rules definition, code development, testing, deploying and
implementation of Revenue Integrity Applications (FNP, SAT, DPP and DSP) with detailed focus on reservations,
ticketing rules, PNR history, fares breakdown. and Revenue Accounting ADMs.
 Conduct complex analysis projects and coordinate proposals across multiple departments and present
recommendations to senior management.
 Proposed to Revenue Management internal processing of all ADMs by building a internal system reducing cost of out
sourcing to Vendors.
 Developed business requirements for Group Booking violations through working with Sales and Reservations Group
desk.
 Developed business requirements for STM system for all divisions ensuring compliance of employee login creating a
seamless tracking of employee data.
United Airlines 2005-2007
Revenue Management of Current Revenue Controls: Responsible for the development and implementation of revenue management
strategies and tactics for day of operations
 Analyzed trends in fare usage, revenue and markets
 Assessed and segmented customers based on market conditions
 Defined market conditions, including competitive positioning
 Developed forecasts of revenue changes

2.  Identified and leveraged pricing and inventory opportunities
 Formulated, analyzed and evaluated revenue strategies
 Processed waitlist clearance for all International first/business bookings through manual procedures
 Identified all group booking violations based on RI guidelines
Bridgette McMullen Page 2
Continental Airlines 2004 – 2005
Coordinator of Employee Travel Center: Responsible for assisting all retiree travel.
 Issued retiree’s paper and electronic tickets (e-tickets)
 Maintained ticket stops and ticket validation
 Responsible for employee travel enhancements
 Maintained all employee personnel updates (ie. vacation, attendance, recruiting)
Continental Airlines 1997 – 2004
Customer Care/General Sales – Supervisor: Responsible for supervising a team who handled customer complaints and compliments regarding
pass travel experience.
 Filed compliments and complaints on behalf of customer service events
 Issued compensation for service failures and created ezCare files within Customer Care database
 Requested refunds on behalf of customers
 Monitored and evaluated phone calls through Continental’s eCoach/Witness system
 Created one on one coaching thru side by side training (buddy jacking) ensuring proficiency in tools and knowledge of
resources available for recurrent training
 Kept team current on all procedures and guidelines through team meetings, team building and Customer Care training
 Coordinate and manage system application enhancements (ezCare and Electronic Travel Certificate database)
 Provided cross-departmental communication regarding Customer Care policies and procedures
 Reviews Customer Care guidelines and matrix ensuring within compliance based on DOT Contract of Carriage
 Provide outstanding customer serve through effective listening, attention to detail, proficiency in product knowledge
and understanding customer service event
 Monitored Customer Care agent case data ensuring compliance with writing skills and resolution of customer
complaints
 Monitored Customer Care agent compensation ensuring compliance based on Customer Care matrix
Continental Airlines 1995 – 1997
Seven Habits Business Writing
Team Leader / Supervisor Training Instructor
Power Point Effective Leadership Training
Visio Facilitative Leadership
Access Electronic Certificate Database (System Administrator)
EDUCATION
Forest Brook Senior High School, 1979
Texas Southern University - Studied business management, 1982