Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency.
Exceptional Customer Service oriented approach and specializes in quality service, customer retention, productivity and
team management and development.
Windows PC Platforms : 98, ME, XP, Vista, 7 & 10.
Microsoft Office Suit : Word, Excel, Outlook & PowerPoint.
Mac Platforms : Mac OS 9, Mac OS X 10.0 - 10.11 & iOS operating systems.
Digital Arts & Graphic Design.
PC Hardware & Peripheral Installation.
Amadeus Reservations system.
Customer Management system.
Flight Dispatch & Weight and Balance.
Customer Service ManagerOct 2016 to Current American Airlines － Charlotte, NC
Provided Quality Service and Achieve Superior Customer Satisfaction.
Resolved customer service and operational problems during tour of duty.
Used cross-functional teams to generate and implement quality
Evaluated team performance through corporate quality control
measurements, such as observations, CSI feedback, CSA data and
customer complaints and compliments.
Managed Profitability and Cost Control Goals.
Ensured Compliance with all Operations, AA Safety, FAA and Other
Coached and counsel personnel and provide guidance to team on customer
service and performance issues.
Conducted investigations and Boards of Inquiry (BOI) and, when necessary,
dismiss employees for performance issues.
Communicated with managers, peers and team members, both within their
immediate department, as well as with other departments
Administer company policies and procedures.
Provided team with necessary tools, resources and training to meet or
exceed all operational performance goals.
Duty ManagerJun 2014 to Oct 2016 Cathay Pacific Airways － Jamaica, NY
Oversee the performance of handling agents to ensure they deliver services and products at Company's required
standard and exemplify Cathay Pacific's Service Straight from the Heart (SSFTH) philosophy.
Ensured the operation is conducted in a safe and secure environment while meeting the company's punctuality, customer
experience and financial objectives.
Ensured contracted suppliers are performing in accordance with the appropriate handling agreements and in
conformity with all operative, qualitative and safety requirements.
Managed Cathay Pacific Quality Control Program for JFK station.
Distributed, Updated and developed electronic
conversion of the program to electronic format of auditing for a more streamlined experience for staff while promoting
company's green initiative.
Collected, reviewed and archived audit data to develop monthly summary recap for station
manager and business partners.
Maintained a strong working relationship with our North American Commercial team, Integrated Operation Center ( IOC )
and Customer & Commercial Center ( CCC ) to effectively manage delays, disruptions, cancelations with particular
emphasis on customer airport experience.
Lead Cathay Pacific team to ensure consistent delivery of OneWorld and Marco Polo benefits for Cathay Pacific and
Create a positive work environment by recognizing tasks well done.
Kept all staff informed of latest flight
developments and or changes.
Foster teamwork and a sense of belonging and importance to everyone.
Interacted with both daily team and passengers to provide the appropriate support
on any flight, work environment or personnel issue.
Duty ManagerJul 2002 to Apr 2014 Iberia Airlines of Spain － Jamaica, NY
Coordinated and implemented new security enforcement standards.
Responsible for providing a consistent and superior level of customer service and promoting customer loyalty.
Handled crisis situations using trouble shooting skills effectively.
Managed staff efficiently to handle all aspects pertaining to the operation of intercontinental flights.
Expedited the flow of information to maintain flight schedules.
Utilized interpersonal skills to serve high profile passengers such as heads of state, government and diplomatic
Supervised passenger service, flight and aircraft operations.
Flight Operations Senior Lead AgentJun 1998 to Jul 2002 Aer Lingus Airlines Swissport USA Inc － Jamaica, NY
Dispatched Aircraft flight plan, Weather and Airport procedures to flight deck crew.
Issued weight and Balance Loadsheet following critical aircraft performance guidelines.