Customer Service Manager

Darlene Wright

*** * ********* **• Liberty, MO **068 • 816-***-**** *********@*****.***

CAREER OBJECTIVE

To advance my career

CAREER PROFILE

ACCOMPLISHED STATION MANAGER/ ADMINISTRATOR / DESIGNATED TRAINER / HR

ADMINISTRATOR offering a solid background, over 10 years experience and a strong record of organization

effectiveness, increasing employee productivity and commitment, improving business cost efficiency, and ensuring

professionalism, confidentiality, initiative and sound decision-making. Significant qualifications include:

• Providing administrator vision, excellent organizational skills and the ability to effectively handle multiple

priorities by establishing objectives, determining priories, managing time, and monitoring the progress.

• Working in businesses as Station Administrator / Manager, HR Generalist, and as an Designated Trainer.

• Extensive experience in preparing presentation materials, train at my station as well as travel and train

administrators at other stations when needed, coordinate logistical needs, such as meetings and travel

arrangements, and set up company accounts with outside venders.

• Demonstrating ongoing expertise and acumen in providing minor technical support to employees from other

stations regarding daily software programs.

• Strong analytical, organizational, communication liaison and management skills.

• Comfortable learning new additional software programs, to provide maximum assistance to District Managers,

District HR Managers, Regional and District Administrative Assistants, Station Managers, Station Assistant

Managers, and Supervisors.

• Anticipated potential problems and take steps to avoid them. Adept at analyzing, organizing, and improving

operational processes that achieve desired results.

• Collaborating and interacting well with people at all levels from diverse cultural, economic or social

backgrounds.

STATION ADMINISTRATOR / MANAGER

GREAT LAKES AVIATION, 1/2008-Present

Great Lakes Airlines, is an American regional airline operating domestic scheduled and charter services.

Corporate headquarters are located in Cheyenne, Wyoming, with hubs at Denver International Airport, and

Milwaukee General Mitchell International Airport.

Provide administrative support to the District and Corporate Teams (HR Managers, Pass Bureau Manager,

Customer Service Training Managers and Regional/District Admin Peers). Oversee the daily projects and special

assignments by establishing objectives, determining priories, managing time and monitoring progress to work

within deadlines.

• Coordinated customer service training meetings, travel arrangements, meeting room rentals and distributed

highly confidential reports, preparing presentations/information reports, and other needs to increase the

effectiveness of the team.

• Disseminated information through memos and other forms of communication, maintain confidentially of

organizational issues and documents/data/conversations from the district team (hiring, terminations, leave of

absence, and employment status change).

• Served as a HR liaison between District Team and my employees.

• Completed due diligence for implementing an enhanced training tracking form for the Customer Service

Training Team, as well as doing the training of my team.

• Performed accurate and timely data entry within our systems and complete audits of nightly, weekly and

monthly.

• Improved company cost effectiveness by coordinating and ordering supplies and equipment for the smooth

running of our office. (teaching, customer service and recognition/rewards).

• Certified and Trained in many areas of the aviation industry: Ticket Counter, Gate, OPS, Ramp, Manuals,

Security Directives, Bags, Passenger Profiling, Write Revenue and Non Rev tickets, money handling, bank

deposits, scheduling, shift trade reports, etc.

SCHOOL BUS DRIVER

LIBERTY PUBLIC SCHOOL DISTRICT, 2006-2008

The Liberty Public School District serves Liberty, along with portions of Kansas City . Its schools have ranked

among the best in Missouri in recent years, with achievement of multiple athletic and academic state titles and

championships in recent years as well as high-performance district honors from the Missouri Department of

Elementary and Secondary Education.

Provide transportation to and from school, for all levels of educational students, and providing support to the

management team. Supervise the Safety of the students by providing safe transportation and a safe environment for

the students and well as the staff.

• Verified the safety of the bus, by doing morning inspections inside, outside, under the hood, and under the bus.

• Provide a safe environment for student during the bus ride, and during the 20 sit on the bus while waiting to be

released to the school. Came up with fun thing to do, while the students waited at the school in such a large

group, up to 60 people per bus.

• Mentor High School students when needed. Spoke to the principal and/or counselor about issues at home.

Watched for signs of abuse, as well as stranger lurking or taking pictures of our busses or routes.

• Drove in the Bus Rodeo competitions against other districts.

• Did puppet shows and other interactive lessons to help the children learn about the safety rules on the

bus.

CUSTOMER SERVICE / RESERVATION AGENT

AMERICAN AIRLINES, 1/2000-2004

American Airlines, Inc. (AA) is a major airline of the United States and is the world's second largest airline in

passenger miles transported. American Airlines is a subsidiary of the AMR Corporation and is headquartered in

Fort Worth, Texas, adjacent to its largest hub at Dallas/Fort Worth International Airport.

Provide Customer Care Support, served as a liaison between the customer and the management team.

• Gathered, verified, and kept detailed records of conversations between the passengers and myself (awards for

Good Customer Service skills, and for going over and above my job description to help where needed).

• Worked with passengers to create their dream vacations, at the lowest fare we could find.

• Worked with Management team on any complaints which needed to be resolved.

w In-house training: Train the Trainer, Group reservations, HR dept., International reservations.

EDUCATION AND CERTIFICATIONS

National Education Center / Bryman College

Medical Assistant / Medical Billing / Terminology / Book keeping / Front office clerk

Butte College

Early Childhood Development / Pre-School Teacher

Ashford University

Business Administration

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