customer service manager resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
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.
  • Networking Fundamentals.
  • PC Hardware & Peripheral Installation. 
  • Amadeus Reservations system.
  • Customer Management system.
  • Flight Dispatch & Weight and Balance.
09/2016 to Current
Customer Service Manager Leidos Holdings Inc. Benton, MS,
  • 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 improvement ideas.
  • Evaluated team performance through corporate quality control measurements, such as observations, CSI feedback, CSA data and customer complaints and compliments.
  • Ensured Compliance with all Operations, AA Safety, FAA and Other Government Requirements.
  • 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 to administer company policies and procedures.
  • Provided team with necessary tools, resources and training to meet or exceed all operational performance goals.
05/2014 to 09/2016
Duty Manager Abm Newton, IA,
  • 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 OneWorld customers.
  • 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.
07/2002 to 04/2014
Duty Manager Abm Norcross, GA,
  • 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 officials.
  • Supervised passenger service, flight and aircraft operations.
06/1998 to 07/2002
Flight Operations Senior Lead Agent Aer Lingus Airlines Swissport USA Inc City, STATE,
  • Dispatched Aircraft flight plan, Weather and Airport procedures to flight deck crew.
  • Issued weight and Balance Loadsheet following critical aircraft performance guidelines.
  • Coordinated operational requisites such as, Fueling, Crew, Catering, Cleaning & Transportation.
  • Responsible for monitoring Check-in, Boarding, Loading & offloading of Aircraft and staff allocation.
Education and Training
Expected in to to
Associate of Arts: Fine Arts & Graphic Design
Katharine Gibbs Institute - Melville, NY
Bilingual (Fluent English, Spanish & Fair Portuguese).

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Katharine Gibbs Institute

Job Titles Held:

  • Customer Service Manager
  • Duty Manager
  • Duty Manager
  • Flight Operations Senior Lead Agent


  • Associate of Arts

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: