Customer Service Quality Assurance
Resume:
T. SCOTT DUFF
Philadelphia, PA 19148
**********@*****.***
Profile Results-driven leader with over 10 years experience in leading various
customer service departments
Effective at coaching, motivating, developing and managing a staff of
up to 164 agents
Leading both internal and external customers through use of successful
business strategies and strong customer relationships
Promoted four times in 15 years into roles of increasing
responsibility
Core Competencies
Performance Leadership Customer Service
Performance
Quality Assurance Resource
Planning
Operations Management Supply Chain
Administration
Process Standardization Employee Incentive
Programs
Change Management Employee Development
Delta Air Lines, Inc. (1996-present)
Station Manager, Philadelphia International Airport, Customer Service
Operations (2006 - Present)
. Drove change and customer focused initiatives to deliver superior
customer service by holding Performance Leaders and other employees
accountable for delivery of results. Successfully completed
Delta/Northwest consolidation as well as three separate facility moves
with minimal impact to our valued customers and employees.
. Successfully managed $18.1 million in annual operations expenses.
Assisted in the negotiating of expenses for vendors and focused on
increasing revenues by taking on all Ground Security Coordinator
functions for charters instead of vending out the same.
. Developed Performance Leaders, Leads, Aircraft Load Agents through
training, ongoing mentoring, positive reinforcement and accountability.
. Accountable for all regulatory requirements. Ensured that overall
compliance was met or exceeded in safety, security, cargo handling,
environmental, ticketing/gates and ramp operations.
. Achieved performance improvements by leading performance and quality
assurance for Philadelphia operation. Achieved an average of 5%
improvement in all measured areas year after year since 2009.
Directed a team of 164 direct reports in various departments including
Sky Club, Ramp and Customer Service Agents. Monitored station
performance and continued to seek out avenues for improvement by building
and maintaining relationships with various business partners, TSA and
airport authority.
Performance Leader/Safety Coordinator, Washington National Airport
(2001-2006)
. Promoted operational excellence by enhancing the existing safety
culture to a point where Washington National was successful in applying
for Voluntary Protection Program Star Status. Encouraged team members to
be decision makers by providing guidance and support.
. Developed agents to become more involved for ultimately promoted to
Performance Leader.
. Directed operational excellence by managing a diverse work group of 100
employees and business partners
Headed the Washington National de-icing team as both a station instructor
and assisted in nationwide instructing.
. Responsible for developing agent schedules to meet requirements for
flight schedule changes in order to provide superior customer service and
ensure employee safety as well as meeting financial responsibilities.
Customer Service/Aircraft Load Agent, Customer Service Washington
National Airport (2000-2001)
. Guaranteed adherence with Delta's customer service and safety policies
and procedures. Work assignments included bag room, ramp Aircraft Load
Agent, operations agent, de-ice instructor/coordinator, station trainer
and schedule developer. Responsible for daily oversight of 3-5 team
member crews. In each area, I was responsible for keeping updated on the
changing technology, processes/procedures and sharing information with
co-workers to ensure a successful operation.
Passenger Service Agent, Customer Service and Operations Washington
National Airport (1999-2000)
. Coordinated with customers, agents, team leaders, crew members and
operations to ensure customer oriented and safe operation.
. Visible to both customers and employee group to assist with any agent
or customer concerns.
Customer Service Agent, Customer Service and Operations Washington
National Airport (1996-1999)
. Guaranteed adherence with Delta's customer service policies and
procedures. Work areas included gates and ticket counter where I was
responsible for keeping updated on all technology changes, sharing
information with co-workers in several departments to ensure a safe and
smooth operation while providing our customers consistent excellent
quality service.
Education
Radford University, Radford, VA
Bachelor of Science: Business Administration
Minor: Mathematics
GPA: 3.5
Professional Certifications/Skills
. Targeted Selection Interviewing
. Delta/Northwest Station Manager Boot Camp
. Environmental Coordinator and EMS Installation
. Performance Management and Quality Assurance
. Complaint Resolution Official
. Ground Security Coordinator
. Voluntary Protection Program Workshop
. Local Training Administrator
. Team Development
. Experienced in Microsoft Office
Chairman's Club Honoree 2007
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