High energy Manager, successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.
Core Qualifications
Staff motivation and development
Change implementation
Team building and leadership
Service quality improvement
Calm under pressure
Complex problem solving
Cross cultural communications
Focused on values and vision
Education
Seton Hall UniversitySouth Orange, New JerseyExpected in 2014 ā āMaster of Arts:Strategic Communication and Leadership - GPA:
Strategic Communication and Leadership
Graduated with Distinction - 3.9 GPA
Montclair State UniversityMontclair, New JerseyExpected in 2003 ā āBachelor of Science:Biology - GPA:
Union County CollegeCranford, New JerseyExpected in 2001 ā āAssociate of Arts:Biology - GPA:
Professional Experience
City Of San Antonio, Tx - Airport Operations Supervisor San Antonio, TX, 04/2007 - 01/2016
Achieved top Outstanding personal performance rating.
Manages team of 100 professionals daily.
Created Team Care, which motivated staff and resulted in a 41% increase in customer satisfaction.
Chief Editor of departmental Weekly News newspaper.
Promoted Diversity and Inclusion by launching various events with foreign government representatives and other vendors.
Selected by the senior management to perform as acting Assistant Director.
Oversees flow of operation of Customer Service division.
Makes strategic decisions on planning of resources through interacting with Senior Management from other divisions, cities and countries.
Created management development program: Reaching Individual Standards of Excellence (RISE).
Focused on environmental issues within the company, such as recycling guidelines, resulting in annual cost reduction over 25% ($400,000 in annual savings). Received the 2010 American Forest and Paper Association (AF&PA) Business Leadership Recycling Award.
Implemented a training program for business partners and vendors.
Participated in internal audits related to Customer First commitments, which led to 96% compliance.
- Customer Service Representative Columbus, OH, 09/2005 - 03/2007
Reviewed and planned an improvement of the international arrivals area with senior VPs, Directors and Managers.
Delegated as a member of the Assist Team for opening new international destinations.
Guided the delivery of service to meet the company's goals and standards.
Oversaw work area ensuring that all resources are committed appropriately.
Directed group of employees, planning and preparing for daily operation.
Mentored employees when dealing with customer problems and extraordinary situations.
- International Concierge City, STATE, 05/1998 - 08/2005
Consistently achieved top ranking.
Negotiated with technology group the design of improved and efficient information system.
Interacted with International Product Marketing and Sales.
Participated in the production of the First to Favorite marketing video.
Increased by 75% and maintained loyalty program.
- Airport Sales Agent City, STATE, 07/1997 - 04/1998
Trained and guided other employees.
Analyzed daily data and reported to headquarters.
Established relationships with vendors in London, U.K.
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