Customer Service and Operations Manager with over 22 years of customer service and airport management experience in both a Hub and major Line station. More than 42 years of airline experience. An effective track record of managing a wide variety of customer service issues quickly and efficiently.
Successfully managed and supervised the customer service recovery efforts for over 500 cancellations of Mainline and Internationals flights at a major Hub. Comprehensive plans were developed and executed to mitigate customer disservice. The plan implemented improved Customer processing times by 35% between 2011 and 2013.
Effectively managed a team of Resource Supervisors primarily made up of new members who were not proficient or efficient at managing others. The team realized success and achieved year end goals through mentoring, coaching and counseling.
Assisted in the planning, construction and transition of a new Detroit (DTW) cargo facility. The new structure improved cargo facilitation and increased revenue by 25% within one year of completion.
United Airlines Management Training Courses:
Ground Security Coordinator (GSC) Training -2014
360 Degree Management Leadership Training - 2014
Coaching and Professional Development -2013
Service Leadership for General Managers Training -2012
Complaint Resolution Officer Training -2012
OSHA 30Hour Certificate training - 2009
212 Degree Management Training -2008
Business Education Leadership Training -2006
Strategic Leadership Training -2006
Leadership Communication Training -2006
Administrative, budget, call center, Customer Service, Help Desk, Hub Experience, staffing, supervisor, manager, telephone sales.
Managerial and supervisory experience; organizational and interpersonal skills. Computer proficiencies in MS Word, MS Excel, MS PowerPoint, Tera Data Database,Shares, Unimatic, MARS and CARS.
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