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Customer Service Manager

Raymond, Illinois, 62560, United States
March 20, 2011

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*** *******

Raymond, IL ****0

217-***-**** home


A challenging and rewarding career where prior experience, personal

ability, and a commitment to professionalism will be of value and allow for

continue growth.


-20 years experience in Management with the ability to exercise judgment,

integrity, and decision making in areas of responsibility.

-Assisted in the research, development and the authoring of five manuals.

1.) Station Operating Manual

2.) Airport Services Manual

3.) Winterization Manual

4.) Fueling Manual

5.) Weight and Balance Manual

All manuals were approved by the FAA and implemented.

-Participated in numerous professional development seminars and courses

-Ability to communicate in a professional and concise manner

-Effective in completing company set goals


Odyssey Aviation/Million Air

Chicago Midway 2002-2010

General Manager

The General Mangers objective is to encourage high company morale and

excellent customer service, while keeping the budget and profitability as a

priority. Delegating authority to Line and Customer Service Managers as

well as providing customers with an authority figure to handle any problem

that the customer/pilot may have.

Working with the President and Vice President maintain executive leadership

by maintaining the highest standards of professional and personal conduct.

Striving to make the company profitable both in monetary terms and through

the support and encouragement of effective management practices. Instill

employees and the public a sense of confidence about the conduct and

intentions of the company along with upholding laws and regulations

relating to us. Hold the Department of Defense into plane servicing

contract (DESC) and Quality Control procedures for the city of Chicago.

Working with the Secret Service and the FBI handling foreign and domestic

dignitaries to include any former US President and current Vice President

and cabinet. Any Aircraft up to B757 is accommodated at our Facility,

fueling is our primary business with safety, security.

American Trans Air

Chicago, IL (January 2001-January 2002)

Manager of Station Operations/Customer Service

Oversees daily flight operations at the Chicago Midway Hub through

continuous interaction in conjunction with the System Control Center. Make

sound and timely decisions while keeping up in a dynamic, fast paced and

rapidly changing environment. Responsible for 30 Jet Arrivals and

Departures B757-200, B737-800 and B727-200 along with 25 Commuter flights.

Working to support company goals and standards, including those mandated by

local, state, and federal agencies. Overseeing communications,

prioritization, and maintaining organization of a central location.

Responsible for the dissemination of information to 6 Supervisors and 70


Pro Air Inc.

Detroit, MI / Chicago, IL (February 1999- September 2000)

Director of Customer Service-Hub Operations

Responsible for ensuring ProAir passengers are provided with excellent

customer service. Performed all management duties to effectively operate

the airport station. Motivated employees to remain focused on performance

to include weight and balance, operations, security, hazardous materials,

ramp operations, delayed flights, limited gate availability and irregular

operations to ensure customer satisfaction and cost effectiveness. Oversee

the commissary and catering operation. Interviewed, screened and qualified

applicants for employment. Maintained a Human Resources office on location,

responsible for cash sales, deposits and ticket stock. Have a working

knowledge of Federal Air Regulations, Code of Federal Regulations. Adhered

to company policies and procedures. Ensuring the compliance to all safety

and security procedures .Participated in National Aeronautical Safety

Inspection Program with the FAA.

Vanguard Airlines

Chicago, IL (February 1997-February 1999)

Customer Service Manager

Responsible for overseeing many aspects of airport services such as:

Handling 20 jet service flights per day. Assisted with ramp start up and

the procurement of equipment, manage staff of 50 employees including 4

supervisors, and responsible for cash deposits, scheduling, hiring and gate


United States Marine Corps

Twentynine Palms, CA (December 1982-December 1986)

Third Marine Air Wing, Aircraft Launch and Recovery Technician


Chapman College, Orange, CA (1983-1986) Major: Business

Military Education: Non-Commissioned Officers Academy Graduate (1986)


Anti -Drug and Alcohol Supervisory Council, Midway Airlines.

Service in the Risk Zone, Success Science, Tampa, FL.

Coaching for Performance, Center for Human Resource, Costa Mesa, CA.

Labor Law in Illinois, Management Center, Green Valley, NV.

Interviewing Styles and Techniques, Problem Solving, Communication and Team


Line Service Training for Fire Fighting, Part 139.321 Title 14- Certificate

Aviation Fuel Quality Control Seminar, (Airbp)

Aircraft De/Anti-icing Training (NATA Safety First)

Professional References,

Lt.Colonel Jeffery Becker US Army Aviation 708-***-****

Maureen Joyce Dept of Aviation Chicago, IL 773-***-****

David Coleman AirBP Fuels 847-***-****

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