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International Shift Manager Resume Example

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INTERNATIONAL SHIFT MANAGER
Summary
Substantial knowledge and outstanding skills in customer service with twenty - one years experience including six years at US Airways and three years in management. Accustomed to working in the fast-paced airline environment with the ability to think quickly and successfully handle difficult situations and passengers. Handle customer service and ensured that customers are well assisted. Hands on experience in dealing with flight cancellation and delays including planning, working with POC, rebooking, and input mandatory of staff when needed. Development of an employee-oriented company culture that emphasizes quality, continuous improvements, key employee retention, development and high performance. While providing a safe and reliable operation ensure the team stick to the On Time Every Time checklist. Strong writing skills authoring numerous documents including daily and ad hoc reporting.
Highlights
Platforms: Window 8.1, MAC OS Tools: Microsoft Office Suite (Word. Excel, Access, PowerPoint, Outlook) Microsoft Publisher, Project, and Lotus Notes, MAC Office
Accomplishments
  • Director, Wise Choice Computer Program/Camp.
  • Develop the curriculum and programs to help under privilege young adults learn how to use the computer and develop job readiness skills.
  • Implement summer programs and skill camps that will help children to learn or relearn skills that they may have lost over the summer through educational game competitions.
  • Executive Technology Director, Nehemiah Project - Philadelphia Branch.
  • Coordinate all the activities in computer training for the teachers and students in Mombassa, Nairobi Kenya, also in Republic of the Congo Africa.
Experience
07/2008 to 11/2014
International Shift ManagerCompany Name － City, State
  • To engage the Customer Service Agents (CSA), in doing their best through motivation.
  • Educate them on the new policies and procedures then empower them with the tools needed to perform a great job.
  • Direct, organize and coach CSA in handling customer service challenges, regarding misconnects, cancelation and delay flights.
  • Integration of new policies and procedures for CSA as well as Customer Service Supervisors (CSS).
Customer Service Supervisor
  • Detailed oriented person, very proficient in handling the daily operations and the daily reports and audits.
  • Able to coach, direct and support customer service agents with the procedures that come with each flight.
  • Skilled of resolving passengers' issues and concerns.
  • Proficient knowledge of airport operations, and also competent in enforcing policies and procedures in areas where agents may be lacking.
  • Proficient in preparing and communicating ticket counter and gate agents work schedules.
  • Conduct ticket counter and gate briefings.
Customer Service Agent
  • Assists passengers with check-in procedures, including tagging baggage and issuing boarding passes, process ticket changes and create reservations on the ticket counter.
  • Also assist passengers with special situations to resolve their problems.
  • Implements standard procedures during overbooked, irregular flights and denied boarding situations at the gate as well as the ticket counter.
  • Solicits volunteers to free up seats, re-accommodates passengers by booking alternative flights and provided travel take flight coupons or checks.
07/1997 to 05/2008
Application DeveloperCompany Name － City, State
  • Maintain applications and create programs for this healthcare insurance company design especially for statutory and internal reporting.
  • Collaborate with Department of Public Welfare (DPW), Department Of Insurance (DOI) and vendors to conduct secure data transfer.
  • Work closely with the business units in retrieving health care data for special initiatives.
  • Maintained applications and created programs for this healthcare insurance company, designed specifically for statutory and internal reporting for six states.
  • Developed highly effective applications to enable end user data for business analysis, such as membership trends and marketing leads.
  • Work closely with the business units in retrieving health care data for special initiatives and managerial reporting.
Education
Bachelor of Business Administration: EntrepreneurshipTEMPLE UNIVERSITY － City, StateEntrepreneurship
Interests
Conflict Resolution Officer (CRO) and Grounds Security Coordinator (GSC) certified
Professional Affiliations
Member - Black Data Processing Associates
Personal Information
Criminal Background Check Date: August 02, 2014 Pennsylvania Child Abuse History Clearance Date: August 10, 2014
Additional Information
  • SECURITY CLEARANCE Criminal Background Check Date: August 02, 2014 Pennsylvania Child Abuse History Clearance Date: August 10, 2014 CERIFICATION Conflict Resolution Officer (CRO) and Grounds Security Coordinator (GSC) certified
Skills
business analysis, coach, CSS, Customer Service, data transfer, Insurance, Lotus Notes, MAC, MAC OS, managerial, marketing, Access, Excel, Microsoft Office Suite, Office, Outlook, PowerPoint, Microsoft Publisher, Window 8.1, Word, policies, reporting
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Resume Overview

School Attended

  • TEMPLE UNIVERSITY

Job Titles Held:

  • International Shift Manager
  • Customer Service Supervisor
  • Customer Service Agent
  • Application Developer

Degrees

  • Bachelor of Business Administration : Entrepreneurship

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