Customer Service Manager

LOIS WOLCOTT

*** ******** **** ****

Simpsonville, SC 29681

Cell: 864-***-**** ********@*****.***

SUMMARY

I am a highly energetic, positive training facilitator and insightful leader with extensive experience in

customer focused business. My strong analytical and problem-solving skills are focused on performance

management and creating an exceptional internal and external customer experience. Demonstrated highly

effective communication skills, professional demeanor and excellent people development/mentoring skills

are used to improve individual and organizational performance in extensive worldwide business travel.

Associate of Arts Business Administration Graduated with honors, September 2007.

Performance Development Customer Service Excellence Leadership Development

Business Manager Process Improvement Incident Analysis

Training Multiple Areas Evaluate Training Materials Microsoft Office Suite

Maintain Training Records Maintain Client Relations New Hire Orientation

PROFESSIONAL EXPERIENCE

G2 SECURE STAFF, Greenville, SC

General Manager March 2011 – Present

Hire and lead a team of 32 customer service professionals in the airport environment. I more than doubled the

business revenue in the first nine months by acquiring an additional client through demonstrated

professionalism and efficient business operating procedures.

Responsibilities include but are not limited to:

• Interviewing, hiring, drug screening and background checks, airport security processes, and processing

I-9s through e-verify

• Training in exceptional customer service standards, safety and security, and norms and expectations

• Training employees to assist and care for passengers with disabilities in a safe and dignified manner

• Planning and scheduling for optimum efficiency and effectiveness

• Coaching and counseling for performance improvement and enhancing communication between team

members

• Disciplinary actions when necessary

• Managing a monthly budget to insure increasing revenues

• Continuous communication with customers and clients to improve positive business relations

DELTA AIR LINES, INC, Hebron, KY

Corporate Trainer 1999 – 2008

An accomplished and respected Learning Facilitator and Leader, responsible for classroom facilitation of over

30 courses to students ranging from front-line agents to station leaders and managers. Expertise in change

leadership and coaching and mentoring for performance. Strong development and motivational skills in varied

levels of an organization

• Mentored and coached agents in 30 airports during major restructuring resulting in a 53% increase in

preferred check in channels month over month.

• Key player in a culture change intervention impacting over 30,000 employees, by training and

mentoring, resulting in a customer service rating change to 4.8% above the industry average.

• Highly skilled public speaker with the ability to facilitate to diverse work groups and from entry level

to corporate executives.

• 9 years of Facilitation, Consultation and Leadership experience in over 47 cities and 21 countries.

• Trained and mentored approximately 5200 students in technical, customer interaction, and leadership

and compliance skills, using Knowles Adult Learning Principles.

• Coordinated training and implementation of station policies, procedures and regulatory and safety

compliance, ensuring International station’s preparedness for opening.

• Developed a performance consultation project initiating a needs analysis system to determine

knowledge gaps and create learning interventions to fill those gaps, decreasing in station help calls by

30%.

Passenger Service Agent 1997 – 1999

Managed multiple gates, ensuring all agents completed necessary tasks and procedures, focusing on safe

operations, on-time departures and customer satisfaction.

• Developed step process for gate agents to follow to simplify processes and procedures.

• Handled customer questions and resolved complaints to create positive lasting customer relationships.

• Investigated agent errors and recommended interventions to avoid future problems.

Customer Service Agent 1996 – 1997

Learned extensive specific computer program to manage the gate environment as well as provide exceptional

customer service for passenger travel.

Won 3 of 4 on-time departure contests, showcasing my time and gate management skills.

EDUCATION

AA, Business Administration, American Intercontinental University, Buckhead, GA, 2007

Graduated with honors, GPA 3.72

PROFESSIONAL MEMBERSHIPS/ AFFILIATIONS

Toastmasters

President of Independence Business Association

RPAC Chairman for Women’s Business Council

Chairperson Northern KY Commercial-Investment Committee

Secretary of Home Builder’s Women’s Council

Contact this candidate