Customer Service Manager

Brant L. Williams

*** ********* **** *** ***

Madison, AL 35758

901-***-**** (C)

Email: abod76@r.postjobfree.com

Accomplishments:

Improved daily operations, cutting down on duplication of efforts.

Initiated plans to increase productivity and performance. Improved

productivity by reducing labor overtime from 7% to 1.5%. Annual

average number of occupational injuries was reduced from 15 to 5.

Departmental budget operates within allotted parameters. Designed

special HR project, which resulted in achieving upgrades both on time

and within budget. Awards - 2008 AirTran Airways Excellence Award

Winner.

Leadership Characteristics:

V Leadership: A confident, mature person with the ability to connect

and inspire others. A proven track record of leadership that leads

to concrete results.

V Results Oriented: A driver who possess the ability to take actions

and implement effective solutions in a timely manner.

V Problem Solver: A creative yet pragmatic problem solver. Methodical

and hands- on, as well as detail-oriented.

V Teamwork and Interpersonal Skills: A team player and builder,

receptive to ideas from others. Shares information and keeps team

members and partners informed. Works effectively with others to

identify and resolve issues. Excellent interpersonal skills and an

ability to interact successfully with all levels of management as

well as a diverse work force.

V Ethics: Highest level of professional integrity and honesty as well

as personal credibility.

EMPLOYMENT EXPERIENCE:

Operations Manager, 2011 to 2012

US Airways, Phoenix, AZ

V Managed day to day activities, fleet and ramp operations.

V Performed various task including recruitment, appraisals, training and

monitoring facility staff.

V Responsible for maximizing production. Worked within (under) budgetary

guidelines.

V Responsible for Human Capital Management.

Area General Manager, 2006 to 2011

AirTran Airways, Memphis, TN and Tunica MS

V Managed two operational airline cities including marketing staff,

customer service and field supervisors and performed all activities

including finance, sales development, Human Capital Management,

customer service and ramp operations.

V Responsible for applying industry standards to improve

productivity, solve problems by working closely with related

departments.

V Arranged and prepare high level presentations for Sr. Management

which contain important company commitments and goal performance.

V Inspired, supervised and directed staff to perform at high levels.

V Set and achieved performance goals and objectives for the

department.

V Developed and monitored annual operating budget of $2 million;

prepared monthly/quarterly/year-end projections, financial reports,

and forecasts

.

General Manager, 2004 to 2006

American Airlines/Worldwide Flight Services, Pensacola FL

Responsible for all Ground and Passenger Service operations for

American Airlines/American Eagle.

V Oversaw preparation, monitoring and reporting for annual operating

budget of up to $1 million

Managed the day-to-day airport service operations with primary

responsibility for scheduling and staffing to meet the changing

needs of the client while managing payroll hours within the

established budget.

V Trained personnel in airline/airport procedures, safety procedures,

and company policies to ensure on-going compliance.

V Responsible for the scheduling of all airport employees to ensure

adequate coverage.

V Maintained good employee relations. Resolved employee concerns in

an efficient and effective manner.

V Maintained positive Customer Relations at all times, effectively

communicated with senior airline management and project a positive

image in responding to inquiries from airlines, staff and the

public.

Operations Manager 1998 to 2004

American Airlines/Worldwide Flight Services, Raleigh NC and Washington DC

V Responsible for staffing, implementing procedures, schedules and

workflow.

V Interacted with department personnel frequently to ensure performance

and solicit feedback.

V Responsible for implementing administrative policies including

discipline; preparing and applying action plans.

V Evaluated and formulated training requirements of department and took

part in on-the-job training in differences training, and new hire

training. Managed Fuel Operations and Into-Plane refueling.

V Processed and filed Workers Compensation claims, injury and incident

reports. Resolve payroll issues within the state of Virginia, Maryland

and Washington DC in compliance with WFS and TWU Union guidelines.

V Oversaw preparation, monitoring and reporting for annual operating

budget of up to $1 million

PROFESSIONAL DEVELOPMENT AND CERTIFICATION:

Management Development Program, Committing to Leadership, Introduction to

Administrative SABRE, Microsoft Word/Excel, Power Point, SAP. Great Plains,

AutoTA

Environmental Coordinator Training (August/2002) Certified Train The

Trainer (Aircraft Refueling - 25 Major Airlines) Hazardous Waste Operations

and Emergency Response (HAZWOPER) Training (24 Hours, December/2002)

Certified Ramp Trainer - Continental Airlines (1999) Certified Train The

Trainer Aircraft Appearance Continental Airlines (Oct- 2004) Certified

Train The Trainer- Aircraft Brakerider and Familiarization ARJ - Mesaba

Airlines(April-2005) Certified Train The Trainer- Aircraft Brakerider and

Familiarization CRJ - Pinnacle Airlines(May - 2005) Customer Services Agent

Core and Ticketing Training - American Airlines (September - 2005) Ground

Security Coordinator- American Airlines (November -2005) Six Sigma, Yellow

Belt (January 2008) Arizona Department of Education Teaching Certificate

(Substitute, 2012)

Education:

V B.S. in Business Management

University of Phoenix, Tennessee

V MBA - Graduation July 2013

University of Phoenix, Birmingham, Alabama

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