Sr. Staff Representative Resume Example United Airlines

SR. STAFF REPRESENTATIVE

Summary

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.

Highlights

Effective leadership
Excellent communication skills
Managerial experience
Focused on customer satisfaction

Hub and Line Station experience
Front line Supervisory experience
Excellent organizational and interpersonal skills

Accomplishments

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.

Experience

United AirlinesChicago, ILSr. Staff Representative10/2014 to 07/2015

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.

United AirlinesIlchester, IlSupervisor Station Control - Customer Service01/2013 to 01/2014

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.

United AirlinesChicago, ILManager, Customer Service Operations01/2011 to 01/2013

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.

United AirlinesChicago, IlHub Supervisor01/2008 to 01/2011

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.

United AirlinesChicago, ILOperations Specialist01/2006 to 01/2008

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.

United AirlinesChicago, ILAirport Operations Supervisor01/2004 to 01/2006

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.

United AirlinesChicago, ILAirport Operations Supervisor01/2002 to 01/2004

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.

United AirlinesChicago, ILGeneral Manager01/1998 to 01/2002

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.

United AirlinesChicago, ILOperations Manager -Customer Service01/1996 to 01/1998

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.

United AirlinesChicago, ILCustomer Service Supervisor01/1992 to 01/1996

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.

United AirlinesChicago, ILCustomer Service Representative01/1987 to 01/1992

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.

United AirlinesChicago, ILReservations Sales and Service Representative01/1983 to 01/1987

Recommended and helped customers select merchandise based on their needs.

United AirlinesChicago, ILFood Service Assistant - ORDHH01/1972 to 01/1983

Performed a variety of tasks involving the preparation of food in getting meals ready for serving during in-flight service.

Education

High School Diploma:General1971Tilden H.S., Chicago, IL, USA

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

Skills

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.

Resume Overview

Companies Worked For:

United Airlines

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

Sr. Staff Representative Resume Example

Resume Score: 90%

Resume Overview

Create a job alert for [job role title] at [location].

Similar Resumes