Customer Service Manager
Resume:
Desired Industry: Aviation SpiderID: *****
Desired Job Location: orlando, Florida Date Posted: 11/22/2012
Type of Position: Full-Time Permanent Availability Date: Dec3 2012
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, More Than 75%
Highest Degree Attained: Other Willing to Relocate: No
Objective:
Management professional with 17 years of experience in the Airline industry, including management, communication, training, safety management, business planning, performance analyst and general airline management. Background includes the establishment of programs to increase proper training, improve productivity, reduce costs, and improve employee relations. Demonstrated record of success in improving efficiency, and increasing productivity. Exceptional oral communication skills to negotiate and persuade customers and staff to achieve results beneficial to the operation. Fully bilingual skills English/Spanish. (written/verbal).
Experience:
American Airlines Orlando, FL
2006- 2012
Customer Service Manager
Managed and directed the daily Customer Service Operation, Automotive Operation, Maintenance Operation, Cargo Warehouse Operation, and Ramp Operations for American Airlines. With over 150 employees and an annual budget of $22M. This includes International / Domestic arrivals and departures, passenger service, Transfer baggage, Cabin appearance, budgeting, and all ramp and cargo functions. Also resolving customer issues, complaints and ensuring that all security rules are being followed.
Delivered daily goals including on time performance of 85.7%, as well as Customer Satisfaction targets of 72%, baggage ratios 7.1% per 1,000 and enforcing all safety standards.
Managed and supervised the design and development of all training courses for the ground control operations and customer service department.
Managed and controlled the daily operation for our contractor Alaska Airlines resulting in a 98% monthly on time performance.
Worked directly with our contractors to enhance customer satisfaction and while lowering our cost by 2% quarterly.
Encouraged employee teamwork to generate and implement individual and team's best ideas.
Working relationships with all Government agencies i.e. Customs, Agriculture and Immigration Services along with Dade County authorities, GOAA, TSA, DOT, OSHA, and F.A.A.
Provided quality service and achieve superior customer satisfaction while meeting profitability and cost control goals. Ensured compliance with all operations, AA Safety, FAA and other government requirements during tour of duty. Also providing team members with fair and equitable treatment while running an effective operation.
Northwest Airlines Orlando, FL 1997 - 2006
Regional Ground Operations Manager
Managed the development of all training courses, successfully completing all projects on time and under budget. (Trained & managed a total of 580 local and regional ground employees).
Certified Instructor. Pursued new learning tools to enhance educational programs. Generated classroom excitement by introducing hands-on lessons and programming. Effectively implemented available lesson plans to ensure continuity of instruction.
Traveled to other stations to train manager and ground employees to implement new company, and FAA directives and/or regulations.
Managed the overall operation of the operations facility including equipment, field status, inbound and outbound aircraft, and facility security.
Completion of an intense and massive training campaign, of a total 3,800 employees with a goal of just four weeks, but completing it in just one and a half weeks.
Us Airways Orlando, FL 1996 - 1997
Ground Service Agent
Assisted passengers in the ticket counter, gates, and luggage service by providing great customer service and exceeding company standards.
Delivered final product on time meeting employer specifications.
Trained to transport dangerous goods.
Handled time-sensitive freight, general goods, hazardous materials, and government shipments.
Experienced in handling emergencies, flight delays, diversions, and other related incidents.
Exercised general surveillance of airport movement formulated and issued ground movement clearances to aircraft and ground vehicles operating on the airfield.
Education:
Flagship University AA
Business Management 2006 Managing Union Employees 2006
Budgeting and Expense Reduction 2006 Certify Trainer 2006
Ground Security Coordinator 2006 Complaint Resolution Officer 2006
Staff Development & Training 2006 Client Relation, Retention, and Service 2006
Northwest University NWA
Business Management 1998 Certify Trainer 1998
Data Entry and Inventory Control 2001 Budgeting and Expense Reduction 2001
Managing Union Employees 2001 Ground Security Coordinator 2001
Skills:
Sales & Revenue Generation
Market Research & Analyst
Promotion & Sales Tactics
Budget Control
Teambuilding & Supervision
Staff Development & Training
Coaching /Mentoring Account Management
Effective Presentation Skills
Report & Document Preparation
Spreadsheet & Database Creation
Bookkeeping & Payroll
Microsoft Office, Worldflight, Sabre, Adobe, and Amadeus computer system Clients Relations/Retention
Meet & Exceed Goals
Data Entry and Inventory Control
Profit & Loss Strategies
Expense Reduction
Safety Implementation & Security Programs
Outstanding Customer Service
Additional Information:
Roland Vila
7321 Marseille Circle
Orlando, Florida 32822
**********@*********.***
www.linkedin.com/pub/roland-vila/58/771/286
To: Perspective Employer
I am writing this letter to introduce myself, and give a more detailed description of my previous position as a Customer Service Manager C-CON HUB Miami International Airport, and Customer Service Manager Dual Operations (above wing and below wing) Orlando International Airport.
I am certain that you will find that I possess many of the skills, and knowledge you are seeking to fulfill this position.
In this position I was in charge of coordinating the daily Ramp Operations for International / Domestic flights, including transfer baggage, cabin appearance and all ramp functions. This included the direct reports of 7 departmental managers, 45 crew chiefs and 225 Ramp, Luggage and Cabin Appearance staff. Other responsibilities of this job were to keep track of the daily budget to ensure proper usage and also cut down cost without disrupting the operational needs.
I was charged with overseeing the overall daily ramp operations from C-CON (Central Control Tower ) which includes, offload / onload of mail, cargo, bags, grooming of the aircraft interior, transferring baggage or cargo tail to tail, securing the aircraft following TSA, FAA, DOT, and AA rules and regulations, also bag room operations which includes 32 piers and 7 inbound carrousels.
Another branch of my responsibilities was to coach and counsel employees when needed which includes monitoring lost time (sick, loa, family leave, or personal emergencies) and to administer the attendance control policy. I also encouraged employee teamwork to generate and implement individual and teams best ideas to cut cost or enhance performance. This also included conducting investigations when necessary and dismissing employees for performance or attendance issues while following company rules and regulations. I always provided team members with fair and equitable treatment while running an effective operation.
I also have extensive experience as a regional trainer in addition to managing ticket counter, gate, and baggage service operations. I worked directly with employees and vendors to ensure exceptional customer service and as a vendor for Alaska Airlines, I over saw all passenger service operations ensuring that we complied with all contractual obligations and delivered a quality product to Alaska Airlines and their passengers.
With regards of budgeting, I was in charge of approving or disapproving the overtime requested by other departmental managers. I verified their needs by looking at the operation versus the daily budget while looking for other solutions to prevent overtime usage. This process needed to be done following the contract rules and regulations agreed upon in the bargaining agreements between AA and the TWU union.
This is just a brief description of my many responsibilities as a Customer Service Manager. As you can see based on the attached resume I have extensive experience in the airline industry and am sure I will prove to be a valuable asset to your team. I look forward to meeting and discussing this further in person. Thank you for your time and consideration.
Respectfully Yours,
Roland Vila
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