Sr. Staff Representative Resume Example
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.
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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.
- Served as initial point of contact for company wide security issues in the Network Operations Center (NOC).
- Provide interpretation of security mandates to NOC co-workers, flight crew members, and other departments.
- Created a ONENOTE reference manual designed to support the 24x7 security desk.
- Supervised and lead a team of 20 Customer Service Agents assigned to Station Control.
- Monitor Passenger Positive Bag Match for International departures.
- Oversee the Connect Planning and Customer Recovery Program.
- Served as the primary contact for Customer Service in Station Operations Center.
- Supervised and lead a team of 10 of Airport Operations Supervisors.
- Directed the operational activities on a shift to include Customer Service activities such as gate operations, Lobby, baggage Service International operations.
- Developed and implemented policies, procedures and process improvement initiatives to improve productivity and increase customer satisfaction scores.
- Supervised and mentored a team of Airport Operations Supervisors.
- Directed the operational activities on a shift to include Customer Service activities such as gate check-in, Red Carpet Room operations, and enplaning and deplaning customers.
- Monitored the daily activities of 200+ customer service representatives.
- Managed a team of Supervisors who were responsible for daily staffing discrepancies and the deployment of manpower from area to area.
- Liaison to IAM representatives and Labor Relations.
- Presided as hearing officer at second step grievances and Investigative Review Hearings.
- Conducted investigations, presented case facts and represented the company during employee termination and disciplinary hearings.
- Successfully managed a team of 56 Help Desk Agents responsible for providing technical assistance to over 100 airports.
- Managed a call center which received over 500,000 calls annually.
- Improved productivity by 45 %.
- Maintained customer service profiles and E Ticket support.
- Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Managed and directed the operations of a shift responsible for Aircraft cleanliness, security and appearance.
- Improved Lavatory service by 30 %.
- Served as the department's administrative supervisor for Dependability.
- Directed all operational activities for a major station to include eight cost centers.
- Customer Service, Ramp, Plant Maintenance, Station Operations and Cargo activities.).
- Managed a team of four frontline supervisors.
- Managed a 20 million dollar annual budget.
- Responsible for overseeing all aspects of customer service at a Hub location to include Customer Service activities such as gate check-in, Red Carpet Room operations, and enplaning and deplaning customers.
- Responsible to leading, aligning and developing front line supervisors and front line employees.
- Monitor front-line employee behavior with customers (both internal and external) to ensure consistency and compliance with Company policies, procedures and standards.
- Monitor the performance of a team, taking actions as necessary, to ensure daily goals are met.
- Assist customers with quoting fares and schedules, making reservations, issuing tickets, baggage check in, flight check in/boarding, resolving disservice situations, and cash handling transactions.
- Recommended and helped customers select merchandise based on their needs.
- Performed a variety of tasks involving the preparation of food in getting meals ready for serving during in-flight service.
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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Resume Overview
School Attended
- Tilden H.S.
Job Titles Held:
- Sr. Staff Representative
- Supervisor Station Control - Customer Service
- Manager, Customer Service Operations
- Hub Supervisor
- Operations Specialist
- Airport Operations Supervisor
- General Manager
- Operations Manager -Customer Service
- Customer Service Supervisor
- Customer Service Representative
- Reservations Sales and Service Representative
- Food Service Assistant - ORDHH
Degrees
- High School Diploma : General 1971
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