Highly enthusiastic customer service professional with 28 years client interface experience. Results-oriented Operations Services Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Highlights

Strong organizational skills

Seasoned in conflict resolution

Sharp problem solver

Energetic work attitude

Telephone inquiries specialist

Forward Commander for flight 5191

Deadline-oriented

Scheduling

Training and development

Focused on customer satisfaction

Safety/Environmental Coordinator

Experience

Operations Services Manager

Delta Air Lines

As an Operations Services Manager I directed 80+ people daily. I coordinated all recurrent training to ensure every agent was in compliance with DOT and FAA regulations. Created new processes and systems for increasing customer service satisfaction in regards to baggage performance. I created a report that reviewed all customer service failures and ensured the agents were coached on every failure. Resolved product issues and shared benefits of new technology with implementations of new programs and software. Attended local, regional and national training seminars focusing on results orientation. Managing a hub I had to maintain organizational skills through proper planning and recommended changes to staffing when needed.

Performance Leader

Delta Air Lines

As a Performance Leader in a small station I managed 22 employees where I had to cross-train employees in all aspects to provide back-up for other customer service representatives when needed. While in Lexington the airport check in kiosks were implemented and explained the benefits of new technology to not only the employees but the passengers as well. Worked under strict deadlines and responded to service requests and emergency call-outs. Service Excellence Coordinator

Delta Air Lines

Monitored the daily activities of the ticket counter check in and gate boarding processes of the customer support teams. Addressed negative customer feedback immediately. Effectively communicated with team members to maintain clearly defined expectations. Provided detailed daily and monthly departmental reports and updates to senior management. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.

Reservations agent

Delta Air Lines

Responsible for handling calls from Delta Air Lines Special Member Services. Exceeded monthly sales goals and led a small team of peers with creatubg training manuals targeted at resolving even the most difficult customer issues. Customer Service Agent

Delta Air Lines

Responsible for safe loading and unloading of passengers giving accurate counts of passengers for the proper weight and balance of the aircraft. Giving great customer service to every passenger thanking them for their business. Aircraft Load Agent

2254 Treetop Ln, Hebron, KY 41048 C: 859-***-**** acteul@r.postjobfree.com Washington, DC

04/1984 to 06/1987

Washington, DC

1985

Oxon Hill, MD, USA

Delta Air Lines

Safe loading and unloading of aircraft. Planning and executing the proper loading of the aircraft for weight and balance. Responsible for monthly fuel audits.

Cashier/Supervisor/Manager

Natural Energy Unlimited

High School job where I worked my way up to store Manager. As store manager I recruited, managed and mentored an average of 8 new customer service representatives per year. Improved service quality and increased sales by developing a strong knowledge of company's products and services. In the first year of being Manager I increased the sales by 15% year over year. Effectively managed departmental expenses to stay within allocated budget with inventory control. Education

High School Diploma: General

Oxon Hill High School

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