Accomplished, committed, highly organized leader. Listening and communicating effectively while motivating others toward a common goal. Daily analyzing projects and programs while meeting operational needs. Willingness to self-learn in order to problem solve and maintain knowledge on current and emerging trends. Collaborate effectively with all levels of management, while appropriately enhancing job knowledge and performance skills.
Skills
Talent development
Client relations and retention
Conflict resolution techniques
Training and coaching
Customer Service
Deadline-oriented
Schedule coordination
Research ability
Skilled multi-tasker
Focused on customer satisfaction
Meticulous attention to detail
Education and Training
Ben L. Smith High SchoolGreensboro, NCExpected in 03/1990 – –High School Diploma: - GPA:
Education/Training/Special Skills
Ground Security Coordinator (GSC)
Compliant Resolution Official (CRO)
Performance and Attendance (PATS)
Care Team
Work brain
SAM/ Enabling and Disabling Contractor Access
Archer/ Incident Reports
Microsoft Word, Excel and PowerPoint Presentations
Sabre/ RES and DECS, QIK
Microsoft Suite(Excel, PowerPoint and Outlook)
Training in Active Listening
Training in Diversity, Equity and Inclusion
Experience
Wipro Ltd. - Customer Service Operational Manager Akron, AL, 03/2017 - Current
Daily managing over 200 employees while strategically planning, scheduling operational metrics, implementing safety protocols while establishing clear expectation of situational awareness and a safe work environment.
Administer the company's HR policies, as well as adherence to processes and procedures.
Daily use of sound judgement and discretion regarding leading and directing and balancing multiple projects in a time sensitive environment, under pressure, and meeting deadlines.
Daily promoting operational goals with focus on “Are You Ready” (AYR) metrics ensuring all aircrafts meet a 100% departure metric, ensure all aircraft arriving and departing are on time and 100% compliance for all passengers and their bags while traveling with American Airlines.
Routinely implementing cost awareness by ensuring accurate staffing levels by keeping overtime cost at a minimum while meeting operational needs.
Daily auditing for station compliance with regard to Cash, Credit Card, Overage and Shortage Discrepancies and station deposits.
Compliance manager for the RDU station, tasked with assisting and maintaining multiple projects while meeting compliance and regulatory deadlines (GM Quarterly Audit, TREX, TFEE, CSAs, Ticketing and Bag Waivers). All vendors enabled and disabled every 30 days for access to complete their daily job duties.
Working with Unions CWA, TWA and IAM developing a determined relationship to further the overall objectives of American Airlines. Continuing to cultivate a cohesive, authentic and respectful foundation for our Business Partners internal and external.
Onboarding for all new hires, 30,60,90 day observations ensuring all new employees are set up for success.
Responsible for ordering and keeping inventory ensuring all personnel are supplied with work equipment Personal Protective Equipment (PPE).
Responsible for operational bids being in line with flight schedules to ensure all locations and operational needs are met Responsible for performance and attendance, FMLA compliance, documenting and investigating On the Job Injuries, (OJI) and Medical Leaves.
Responsible for ensuring compliance by the completion of all job training and regulatory requirements.
Daily proficiency with Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
American Airlines - Senior Customer Service Coordinator City, STATE, 03/2010 - 03/2017
Currently supervise lead and direct customer service agents
Facilitate and delegate duties while establishing team building.
Train and mentor agents during daily informative briefings and informal learning relevant to course training through Learning Hub
Forecast daily load factors and scheduling for departures while focused on possible unforeseen.
Issues presented, due to agent availability, as well as possible delays and diversions.
Facilitate daily on time departures while focused on 100% right start (RON) for daily originators.
Demonstrate a positive effective environment for all customers and guest in a friendly manner.
Focus daily on self- learning to problem solve and collaborate more effectively.
Assist station manager with spread sheets when requested. Complete any delegated project in a timely manner.
Daily assist shift managers with research on any customer service complaints in regard to DOD, ADA and OJIs to ensure compliance.
Ensure American Airlines policies and procedures are researched recommended and supported to ensure company revenue is protected.
Daily enforce FAA, TSA and DOT regulations.
American Airlines - Customer Service Agent City, STATE, 02/2008 - 02/2010
Daily focused on providing excellent customer service experience to all passengers while forming positive co-worker relationships
Assisted passengers at ticket counter with ticketing, checking baggage, upgrades, One on One service to all our preferred passengers as well as any other request.
Worked gates which consisted of boarding flights, communicating with crew members and ramp agents organizing on time departures.
Worked baggage service office meeting and receiving inbound flights while processing claims for delayed, lost baggage, damaged bags and replacing car seats misplaced during travel. Daily addressing any concerns expressed by our passengers while offering the passenger excellent care, empathy and customer service.
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