Customer Service Manager

TRACY MCDONALD ASHE

**** ********* ****** ( Tupelo, Mississippi 38801

662-***-**** ( *****************@*****.***

COORDINATOR: Events, Projects, Outreach

Dynamic manager and planner with over 10 years of experience guiding major

organizations to meet and exceed corporate goals. Highly capable of

planning and executing all aspects of mission-critical projects and events.

Strong leader focused on nurturing team members and providing the best in

customer service and care. Proven talent for establishing organizational

strategies, workflows, and performance improvements that support optimal

efficiency and productivity.

AREAS OF EXPERTISE

Local/Regional Event Planning & Coordination ( Project Management (

Relationship Building

Team Training & Leadership ( Department Communications ( Business

Development/Expansion

Policy & Procedure Development/Implementation ( Customer Service &

Relations ( Networking

Operations Management ( Performance Management & Improvement ( Staff Hiring

& Coaching

EDUCATION

Pursuing Marketing Strategy for Business Leaders Certificate

Cornell University

Master of Business Administration in Hospitality Management

Almeda University

Bachelor of Arts in Social Work (2005)

Associate of Applied Science in Hospitality and Tourism (2004)

Associate of Applied Science in Human Services (2000)

University of Alaska, Fairbanks, Alaska

HIGHLIGHTS OF EXPERIENCE

Training & Leadership:

. Educated and supervised team of over 500 customer service personnel.

. Trained personnel in operational standards and procedures with 85% staff

retention rate.

. Devised and deployed new training programs and strategies in compliance

with corporate and government guidelines.

. Established team contests and rewards for performance and efficiency.

. Developed new hire training programs and customer service training

manuals.

Operations & Performance:

. Led flight operations in compliance with policies, procedures, and

federal regulations.

. Promoted operational excellence and teamwork, and resolved company needs

and employee concerns in strategic meetings for safety and productivity

improvement.

. Introduced room service menu for high class lodge. Boosted revenues and

guest counts with improved service levels and food quality.

. Planned and launched local promotions and activities.

. Optimized security level with multiple security initiatives.

. Received numerous awards for safety and quality.

. Facilitated achievement of Green Star environmental compliance.

TRACY MCDONALD ASHE ( Page 2 ( *****************@*****.***

PROFESSIONAL HISTORY

TA MCDONALD TRUCKING, Southaven, Mississippi ( 2004-Present

President

Direct client acquisitions and vehicle transportation throughout the United

States and Canada for auction houses, online auctions, and local

dealerships. Forge strong relationships with clients and deliver high level

customer service to cultivate repeat and referred customers.

PINNACLE AIRLINES, Memphis, Tennessee ( 2007-2011

Manager

Oversaw Ground Operations Commissary department, including ramp operations

for 40 gates. Directed work planning and assignments, performance

evaluations, discipline, and coaching. Monitored cleanliness and product

security, and ensured equipment and furniture maintenance. Regulated

environment and work safety, security regulations, food and supply

purchasing, and staff attendance and performance. Completed loading

planning, ramp and baggage service improvement plans, customer service

management, and operational reports and statistics. Coordinated safety

meetings and built strong vendor relationships.

PIKE'S LANDING, Fairbanks, Alaska ( 2003-2005

General Manager

Governed daily operations of a fine dining restaurant serving 750

customers. Headed front and back of house performance as well as inventory

management, and hired and trained staff.

AIR WISCONSIN/UNITED EXPRESS, Denver, Colorado ( 2002-2003

Shift Manager

Trained and managed ramp personnel and 200 customer service agents.

Supervised load planning, ramp and baggage service improvement plans, and

customer service. Directed company and government regulation adherence,

safety meetings, and operational costs. Prepared operational reports and

statistics.

ALASKA AIRLINES, Anchorage, Alaska ( 1999-2002

Ground Operations Supervisor

Administrated ramp service, fleet and operation schedules, ramp activities,

and cargo services. Provided training, performance evaluations and

discipline, load planning, and information relay for corporate offices.

AFFILIATION

Professional Women in Business

COMPUTER SKILLS

Microsoft Office Suite

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