Customer Service Management

ROBERT A. BLOOM

* ****** ******* ***. #**

White Plains, NY 10605

914-***-**** *******@*******.***

CAREER SUMMARY

A results-oriented Operations Professional with extensive experience in the aviation field. Major strengths include: strong interpersonal, verbal and written communication skills, ability to work well under pressure, well organized and detailed oriented, self-motivated and eager to take on new challenges. Possesses exceptional problem solving and communication skills and a passion for customer service. Excellent leadership skills and ability to work well in team or self directed environment. Strengths include:

• Customer Communications

• Cross Functional Team Collaboration

• Process Improvement

PROFESSIONAL EXPERIENCE

Southern Air Inc, Norwalk, CT 2009-2012

Travel Coordinator

● Responsibilities include ensuring that air, hotel and ground transportation arrangements are made for

Pilot group and guests of SAI, in compliance with travel union and company policies and procedures

● Notify travelers of their confirmed commercial travel, hotel and ground reservations

● Work with handlers at various stations around the world to ensure that pilots air, ground and hotel arrangements are well coordinated in advance for arriving and departing flights

● Proficient with using the Sabre system

NORTHWEST AIRLINES, St. Paul, MN 1990 – 2009

Operations Manager, White Plains, NY

• Established and maintained effective communications regarding FAA safety programs policies and procedures.

• Provided excellent communication skills with the public, all staff, management of all levels within the company, management of local business partners and Westchester County officials to ensure customer satisfaction and compliance with corporate guidelines.

• Provided support, guidance and training on all company policies and procedures to attain a consistent professional standard level of service.

• Demonstrated knowledge and application in all aspects of customer service and airport operations including weight and balance procedures, airline ticketing, and tariffs, sales and reservations.

• Managed coordination of crews, catering, deicing and aircraft fueling requirements to meet necessary on time schedules.

• Acted as liaison between control tower and active cockpit to arrange landing requirements including refueling and all special needs.

• Supervised time management of daily flight operations to maintain optimum on time safe service.

• Worked with appropriate areas to assist customers in mishandled bags and recovery.

• Recognized for exceptional work performance for on time departures, luggage and customer service station goals.

• Trained the Trainer for both Vendor companies on policy and Northwest Airlines procedures for 120 ramp employees and 17 above wing employees.

• Acted as Ground Security Coordinator between TSA at airport and Northwest Airlines.

• Worked as Complaint Resolution Official to abide by DOT rules and regulations to address disabled passenger needs.

ROBERT A. BLOOM PAGE TWO

GROUND HANDLING, INC., White Plains, NY 1987 – 1990

Customer Service Agent, Operations Coordinator

● Processed passengers and luggage for numerous airlines at ticket counter and gate area for vendor company

● Calculated weight and balance on several commercial airlines as operations coordinator

● Determined customer needs and reaching satisfactory solutions to customer related travel problems.

● Provided support, guidance and motivation to contract employees to ensure worker satisfaction and to accomplish the goals for station and five major commercial airlines.

FIELD EXPERIENCE

SLS – CATALYST STRATEGIES GROUP, Brewster, NY 2004 – 2007

Cases Worker

Duties and responsibilities included overseeing the follow-up of patients after their completion of drug and alcohol rehabilitation programs, assisting the necessary transitions in socialization, housing and employment.

EDUCATION

Communications and Business Management, Orange County Community College, Middletown, NY

Certificate of Completion, Microcomputer Programming, Board of Cooperative Educational Service (BOCES), Goshen, NY

CERTIFICATIONS

Customer Resolution Official Training

Ground Security Coordinator

Train the Trainer Program

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