Acting OSM Resume Example Delta Airlines

ACTING OSM

Professional Summary

Hard working and dedicated individual with strong leadership and customer service skills, inspiring to obtain any managerial position that will allow me to continue focusing on excellent customer service, safety, and becoming the airline of choice.

Qualifications

Excellent communication skills, including verbal and written (Proficient in Spanish)
Over 25 years of customer relationship management
Able to work accurately and efficiently under pressure and time constraints
Work well in a team environment and possess high degree of initiative and drive
Able to set priorities based on revenue impact and able to multitask and drive results

Accomplishments

Experience

Delta AirlinesAtlanta, GAActing OSM02/2017 to 04/2017

Direct and support Airport Customer Service personnel in all operational needs and in challenging situation, including problem solving, and technical issues.
Work side by side with the Operation Service Managers, Station Manager and General Manager and assist with administrative duties, including budgeting, reports, passenger complaints, identifying performance deficiency, establishing employee development strategy and tactical plan along with personnel-related paperwork.
Consistently keep communication channels with Delta management, peers within and outside the station that creates a safety-conscious environment for the operation including our guests. In absence of the OSMs, perform all managerial functions including payroll, and MPS tasks.

Delta Air LinesAtlanta, GARed Coat International Concourses11/2016 to Current

Overseeing E and F Concourse Operation
Assist passengers, agents and OSMs
E Concourse Station Trainer for new agents, and agents that need extra personal training on Delta Term, and other Delta Airport Technology, including but not limited to KIOSKs, GIDS, TIMATIC and SNAPPS
Ensure passengers have the necessary documentation to avoid Delta fines

Delta Air LinesAtlanta, GACustomer Service Agent06/2009 to 10/2016

Responsible for ensuring flight departure safely and on-time, strong focus on safety and D-O
During irregular operation ensure I effectively and honestly communicate with passengers
Ensure timely communication with all areas (Ramp, Tower, Leadership, OCC, Business Partners)
Chosen by my Station Manager to go to MCO to train agents on International Procedures

Access Insurance HoldingsAtlanta, GAQuality Control Analyst06/2006 to 06/2009

Helped develop and implemented a Quality Control Program for the Customer Service Call Center
Responsible for thorough knowledge of Quality and Control guidelines
Monitored and coached the Call Center Representatives on a weekly basis
Supervised and trained over 50 full time employees

Education

Bachelor of Science in Business ManagementDevry University, Stockbridge, GA, USA

Spanish Translation/InterpretationProfessional Linguistics, Atlanta, GA, USA

Hospitality and Tourism ManagementInternational Career Institute, New York, NY, USA

Executive Secretary CertificationUnited Business Institute, New York, NY, USA

Resume Overview

Companies Worked For:

School Attended

Job Titles Held:

Degrees

Bachelor of Science in Business Management
Spanish Translation/Interpretation
Hospitality and Tourism Management
Executive Secretary Certification