Customer Service Manager
Resume:
Michelle Quintana
**** ***** **., *********, ** *6051
******************@*****.***
SUMMARY
High-energy airline customer service professional with proven success and expertise in customer services and
leadership, airport field security operations, and general business operations. My interest is to advance within
customer based industries, ultimately working towards a General Manager position. I am willing to relocate.
WORK EXPERIENCE
10/06/08-Present. American Airlines DFW--Customer Service Manager-
Passenger and Cabin Services
Responsible for managing day to day operation of over 100 employees responsible for TSA security
search procedures and documentation filing for passenger aircraft, as well as ramp operations and
movement, including aircraft provisioning, lav servicing and passenger service gate side activities.
Conduct weekly assessments of workplace safety and communicating with OSHA teams any related
hazards or discrepancies. Responsible for conducting employee accident investigations when
warranted. Responsible for compliance with yearly OSHA audit.
Responsible for compliance of TSA search procedures by search teams, while ensuring that the
teams complete search duties in a timely manner as to not adversely affect timeliness of flights or
passenger operations. Serve as Ground Security Coordinator when needed.
Responsible for daily manpower scheduling and personnel allocation, as well as participating in
periodic headcount disbersement meetings and job allocation planning. Responsible for authorizing
overtime as needed for the workgroup, as well as employee vacation, personal days, etc.
Responsible for supply chain for onboard supplies used in over 500 flights daily. This includes
monitoring ordering, warehouse storage, delivery and daily use count. Recently developed more
user friendly organization of supplies, using cooperation and input from my direct reports.
Responsible for conducting investigations and following up with disciplinary action when necessary.
Communicate with customers regarding complaints and concerns about the general operation of the
airline, as well as employees of other departments and divisions. Serve as point of contact for
customer complaint resolution.
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06/25/07-10/04/08. American Airlines Fort Lauderdale---Customer Service Manager,--International
Security Team, Ticketing, Gates and Ramp.
Oversaw FLL customer service operation at the ticket counter and gates, ensuring team of 50 agents
adhered to company regulations for ticketing, money collection and deposit as well as gate functions.
Responsible for timely ticketing and baggage transactions as well as on time departures at the gates.
Also served as GSC for the station and manager for the station's International Security Program (ISP)
team.
Trained on complete TSA search programs and able to perform searches per TSA regulations.
Responsible for team of 3 security leads and 12 contract search employees.
Responsible for recordkeeping of security search documents and HAZMAT/Dangerous Goods in
Priority Parcel. Also responsible for records of security and DG/HAZ training conducted per TSA and
American Airlines regulations and procedures.
Ensured that Fort Lauderdale ISP documentation was correct and ready for audit at any time. Under
my supervision, Fort Lauderdale station went from audit failing before my arrival to 100% compliance
while I was overseeing security there. Prepared written self audit reports, and reported findings to
local General Manager, American Airlines Security at Headquarters, as well as local TSA
management.
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Represented American Airlines at Broward County Airport Authority emergency management
meetings in time of hurricane and tropical storm preparedness and planning during Tropical Storm
Fay and Hurricane Ike.
05/15/06-06/20/07 American Airlines HDQ--Day of Departure Operations Analyst, Revenue Management.
Provided primary interface with airports and System Operations Control as well as reservations and
sales offices, resolving inventory related operational problems and issues.
Responsible for monitoring weather conditions nationwide and weather related cancellations system
wide, making recommendations to airport management when warranted.
Participated in operational conference calls during times of severe off schedule operations, including
incidents where the TSA had declared security emergencies.
Provided feedback to market specialists regarding booking levels and passenger trends, gathering
information from internal computer data compiling systems.
Represented Day of Departure Operations at visits to stations throughout the system, presenting
departmental goals and procedures, as well as answering questions from the field and providing
explanations when asked about the internal decisions made.
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05/97 05/13/06 American Airlines DFW International Operational Coordinator/Supervisor; Premium
Service Representative, Operational Coordinator, Agent-ATO and TL
Heavily involved in all aspects of AA International flights to Europe, South America and Asia. Served
as supervisor of international service gate activities and served as first point of contact for customers.
Proficient in ticketing and gate activities.
Performed quality checks of aircraft prior to departure, ensuring all necessary provisions were
onboard.
Acted as liaison between passenger services and flight service, aircraft maintenance, fleet service,
catering and TSA.
Responsible for ensuring that safety and security procedures were strictly followed regarding TSA
PPBM requirements, without compromising dependability and service.
Responsible for following up on PPBM failures and conducted investigations when necessary,
presenting findings to local management and TSA representatives.
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SKILLS AND ACCOMPLISHMENTS.
Trained as GSC from 1999-present
Chosen to be part of rebuilding team in DFW Cabin Services. Highly successful in managing and
engaging for success a large TWU group of employees in Cabin Services. Customer Satisfaction
numbers for DFW cabin services have been consistently above system wide goals.
Implemented better utilization of available tools to reduce cabin service direct delays.
Proficient in operational administrative functions such as Auto-TA, Staff Admin, providing training
bulletins, TWU contract, and agent/ramp bid creation and manpower functions.
Environmental Coordinator Spill Responder 2007-present
Customer Experience Leadership Coordinator for FLL 2007-2008
Participated in all aspects of charter flight operations in FLL and DFW
Represented American Airlines Eastern Region at St. Bernard Parish Philanthropy/Building project in
2008.
Departmental OSHA coordinator-certified OSHA training. DuPont Safety program certified.
Completely Bilingual English/Spanish including read and written as well as spoken.
EDUCATION
1994-University of Texas at Arlington, Arlington TX
Bachelor of Arts
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