Customer Service Executive
Resume:
*** ***** **, ******, ** *****
***************@*****.***
Mercedes Rivera
Objective: Management position where I can effectively utilize my
gained knowledge in;
Communication Strategies
Computer Skills
Hardware and OS Architecture
Software Architecture
Software Development Life Cycles
Basic Programming
Diagram Development, ERD/UML
Project Management
Ethical Hacking, Computer Ethics, General Ethics
Enterprise Architecture/Network Security
Architecture/Security Architecture
Experience:
American Airlines Cockpit Crew Scheduler
12/1999 - Present Ensure compliance with Federal Aviation Regulations APA
Pilots Union Contract and company policies
Schedule, assign, and reassign flight crews to cover open
sequences.
Monitor cockpit crewmember's monthly activity records. and
legalities
American Eagle Maintenance Engineering/Engine Trend Clerk
Airlines Worked with AE Engine Trends, downloading, updating,
06/1997 - 12/1999 researching, and analysing engine conditions using the
Pratt & Whitney SFIM/ECTM program.
Merged American Eagle Airlines and Executive American
Eagle's ATR Engine Trend databases into one
Trained new hires on the SFIM/ECTM computer program.
Developed the training manual for the ATR Engine Trend
Clerk position.
Obtained Pratt & Whitney Engine Trend Certificate
Executive Executive Secretary
American Eagle Acting Executive Secretary for the President and Vice
01/1997 - 06/1999 Presidents of Executive American Eagle Airlines
Executive Receptionist
American Eagle Interacted with vendors and public and maintained a log of
06/1996 - 01/1997 business contacts.
Assisted Support Service, and HR Departments, with the
screening of possible candidates and organizing
interviews.
Helped the Sales and Marketing Department by organizing
some of their activities, and confirming attendance.
Developed a computerized phone database directory for the
reception of the administration area
Executive Aircraft Dispatcher
American Eagle Responsible for FAR-Part 121, pilot's compliance with
08/1994 - 06/1996 flight time documentation and qualifications
Desk Coordinator and Dispatcher.
Created and monitored flight plans, -routing and
re-routing flights as needed,-and provided
up-to-the-minute weather information to the Captain
Inter Airlines Flight Operations Agent/Trainer
Services (IAS) Worked as an operations agent: prepared flight plans, load
Ground Handling manifests and coordinated ground services for various
Services airlines and private aircraft.
01/1992 - 01/1994 The company also piloted an education program in aviation
related programs in the premises where I worked part time
as an instructor. As an instructor I taught; ethics and
jurisprudence in the workplace, providing tutelage
regarding work and professional ethics, phone ethics,
customer care, and proper professional presence to the
young apprentices
The Perfect Store Manager/Trainer
Gift Shop In charge of store operation; customer care, inventory,
08/1989 - 12/1991 interviewing, and hiring new employees, make daily store
deposits, employee schedules, oversee that employee wages
were correctly delivered every Friday.
Trained new and seasonal employees in the art of
professional gift-wrapping.
Provided owner and stakeholders with regular updates
regarding store operation, profits vs. loss, and proposed
planes to maximize efficiency of operation, resources, and
profits
US Federal Census Census Data Collector-Part Time
02/1990 - 06/1990 Visited selected households for one on one census
interviews with special questionnaire to obtain specific
localized statistical information to be used as initial
control points.
Helped supervisor in the distribution of routs for other
data collectors
Department of Spanish Teacher
Public Education Because of my knowledge of the English language I
08/1987 - 06/1988 participated in a federal funded program that helped
students that moved from the US to Puerto Rico providing
them a smooth language transition from English to Spanish
Taught Spanish to English speaking students from first to
six grades in small groups. By assembling these students
outside the regular classroom I was able to help them
learn the Spanish language in a stress free environment
Department of English Teacher
Public Education Taught elementary school English, the composition of my
09/1986 - 06/1987 classes were as fallows;
Four six grade classes of thirty plus students
Two fifth grade classes of thirty plus students
One home class of thirty plus students
Education:
Capella University Bachelor's Degree in Process
04/2009 - Present Information Technology, Security and Assurance
Strayer University Bachelor Degree / Unfinished/Transferred
09/2008 - 03/2009 Computer Science
Inter-Airlines Federal Aviation Administration Certification
Services FAA Aircraft Dispatchers License
01/1992 - 06/1992
School of Medical Associate Degree
Science, University Preventive Oral Health
of Puerto Rico
08/1983 - 06/1985
Software: Intermediate to advance knowledge in Microsoft Office
software; Access, Excel, Outlook, Power Point, Word,
Project, and Visio
Basic Java
Basic HTML and Web Design
Network: Basic Network and Security Architecture design and
function
Knowledgeable in the following systems; LANs, WANs, VPNs,
Routers, Firewalls, TCP/IP
Skills: Critical/ Strategic/ Creative Thinking
Time Management/ Multi-tasking
Basic Security Management/Business Management/Project
Management
Decision-Making/Problem Solving
Detail Oriented/Documenting/Analytical
Business/Interpersonal Communication
Customer Service/Telephone Etiquette
Teaching/Coaching
Ethics/Diplomacy
Resourceful
Patience
Teamwork
Reliable/Responsible
Quick learning
Languages: English
Native; conversational/reading/writing
Spanish
Native; conversational/reading/writing
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