SEARCH

Sr. Staff Representative Resume Example

Resume Score: 90%

Love this resume?Build Your Own Now
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
Company NameCity, StateSr. 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.
Company NameCity, StateSupervisor 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.
Company NameCity, StateManager, 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.
Company NameCity, StateHub 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.
Company NameCity, StateOperations 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.
Company NameCity, StateAirport 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.
Company NameCity, StateAirport 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.
Company NameCity, StateGeneral 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.
Company NameCity, StateOperations 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.
Company NameCity, StateCustomer 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.
Company NameCity, StateCustomer 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.
Company NameCity, StateReservations Sales and Service Representative01/1983 to 01/1987
  • Recommended and helped customers select merchandise based on their needs.
Company NameCity, StateFood 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., City, State, 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.

Build Your Own Now

DISCLAIMER

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

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

Similar Resumes

View All
Sr.-Staff-Production/Reservoir-Engineer-resume-sample

Sr. Staff Production/Reservoir Engineer

Magnolia, Texas