Articulate, high energy, self-motivated Program Manager and customer service professional driven to succeed. Strategic planning and client relationship management with 25 years of successful cross-functional management experience. Outstanding, consistent growth and upward mobility, including more than 15 years of supervision and management within fast paced, team oriented, customer driven, building services, aviation, cruise-line, food service, and call-center environments, where strict deadlines and adherence to operational goals were the norm
Accomplished in staffing, training, motivating, and evaluating personnel and operations to assure adherence to quality service, resulting in high degree of customer satisfaction. Organized and trained above average customer service teams in diverse industries, that consistently met and exceeded service and operational goals
Responsible for monitoring, evaluating and responding to Embarkation Department exempt and non-exempt staffing needs, based on operational projections and KPI requirements.
Planned and implemented recruitment events, orientation, training and scheduling activities for all Florida ports.
Partnering with HR, and port management, coordinated subsequent employee relations activities, to ensure optimization of all employee resources.
Consistent and regular communication, on-site port visits, direct participation in orientation/training sessions and staff meetings ensured staff commitment to company policies, the operation and outstanding guest experiences/satisfaction levels.
Counseled departmental supervisors and management regarding interpretation and administration of HR policies and procedures, and compliance with local, state, and federal guidelines and policies in relation to hiring, and employee relations practices.
Assisted with employee disciplinary counseling, terminations, resignations and exit interviews; FLMA and vacation schedules and insurance needs
Implemented programs to address, career growth, training and development, and improve employee retention.
Managed and administered inbound and outbound customer service and sales for major clients, AT&T, AMEX, Florida Blue Cross/Blue Shield, Verizon, and Readers Digest in a high volume call center operation.
Monitored multiple databases to track performance of customer service/sales agents, supervisors, and operations, ensuring that target sales/revenue volumes, service goals and objectives were consistently met or exceeded.
Successfully managed AT&T US/Philippine international operations, significantly improving processes, efficiency, and customer care/satisfaction.
Directed and managed 65% downsizing of AT&T's US operations and subsequent/concurrent Philippine startup without impact to service levels, client and/or customer satisfaction
Developed and implemented ongoing training and incentive programs with client participation that resulted in teams consistently exceeding KPI.
Planned and directed new contract ground services operation serving American Airlines at Miami International Airport.
Developed initial and ongoing operational processes and standards that significantly shaped a strong, successful start-up operations.
Interviewed, hired and trained staff of agents and supervisors.
Strong leadership in building critical consensus and relationships with local, state and federal representatives led to successful programs and above expectation revenues
Personal marketing and PR activities resulted in contracted services with industry clients, Pan American and Miami Air providing aircraft detailing services.
Managed/Supervised day-to-day operations and staff in a fast-paced customer satisfaction driven food service operation. Responsible for staffing, training, crew scheduling, and assisting general manager with inventories, ordering, store presentation, cash handling and local store marketing activities.
Monitored and managed all cash handling processes, cashier transactions, shift and daily store bank deposits, reducing risk and maintaining loss at .2% or less.
Personal local store marketing, and senior focus groups resulted in 10-12% increase in senior breakfast sales and guest ticket.
Supervised ramp service personnel in daily operations, preparing ramp and equipment for aircraft arrival and departure activity, fueling, inbound/outbound baggage and freight handling, and aircraft movement/repositioning
Proposed, planned and implemented “Lead Agent” program resulting in significantly improved ramp organization, efficiency, baggage delivery, on-time departures and customer service
Responsible for implementation of station environmental safety program, monitoring adherence to OSHA/HAZMAT standards, reporting and follow-up re non-conformance and all ground service incidents and/or accidents involving staff, aircraft or ground equipment
Scheduled and hosted bi-monthly safety and environmental presentations that were instrumental in raising awareness and compliance with safety standards and initiatives. Had direct impact in reduction of lost labor hours, equipment downtime, and workman's compensation claims at Miami station.
Directed and administered commercial building services provided to contracted owner and property management companies, ensuring quality, high standard cleaning and custodial services. Recruited, hired, trained and scheduled building supervisory, janitorial and custodial staff for assigned buildings. Scheduled daily meetings with building management to assure quality services.
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