Customer Service Manager

Jamie Paquin

Email: *********@********.***

Address: ** ******** ****

City: Fiskdale

State: MA

Zip: 01518

Country: USA

Phone: 704-***-****

Skill Level: Management

Salary Range: $45,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jamie Paquin

PO Box 1030 98 Gladding Lane Sturbridge, MA 01566 704-***-****

*********@********.***

OBJECTIVE

A reliable, ambitious professional seeking a management position with new growth opportunity.

EXPERIENCE

US Airways, Bradley International Airport

Shift Manager 2011-Present Responsible for improving customer experience from a 3.83 to a 4.23 (out of 5) Lead station in development of turns, seeing improvement from 71.6% to 81.8% year over year Respond to all customer complaints and compliments, while developing employees to minimize station complaints Organize, direct and coach passenger service and fleet employees Develop and coach agents regarding correct policies and procedures, and customer handling

US Airways, Charlotte Douglas International Airport

Customer Service Shift Manager 2009-2011 Develop employees and implement methods of maximizing revenue and controlling expenses Ensure enforcement of all company departmental procedures, including safety and security Responsible to ensure the protection and security of Customer and Company property at all times Coach and counsel supervisors and agents Responsible for maintaining station records, completing reports and any other operational and administrative support required by Senior Management Lead one of the emergency response teams during the flight 1549 incident in New York

Piedmont Airlines, Charlotte Douglas International Airport

Tower Operations Manager 2007-2009 Responsible for developing and coaching employees to maximize productivity Conduct daily conference calls to update gate and ramp managers of daily events Oversaw the daily operation of over 283 domestic and international flights Coordinated with EOM/OCC and dispatchers during irregular operations to minimize operational impact and solve potential problems Coordinate operation between all departments to ensure safety and proper procedures adhered to

Piedmont Airlines, Charlotte Douglas International Airport

Gate Operations Manager 2006-2008 Monitor Supervisors and Agents to ensure customers are receiving the best possible service Responsible for the efficient use of resources to ensure maximum operational performance Trained agents in new computer system during cutover to America West system QIK Manage time and attendance, as well as I-learning compliance for Supervisors and Agents Conduct weekly audits and safety walks within facility

Piedmont Airlines, Charlotte Douglas International Airport

Customer Service Supervisor 2001-2006 Strategically adjusted daily schedules in order to increase effectiveness of employees Improved Customer Service by coaching Agents on how to meet performance goals for station Worked with management to provide additional training materials as well as teaching agents new procedures Spear-headed training and implementation of new computer programming resulting in increased productivity among agents Oversee all aspects of the operation including departures, arrivals, boarding and customer service

EDUCATION

University of Massachusetts Amherst, MA

B.S. Hotel, Restaurant and Travel Administration 1998

COMPUTER SKILLS

Proficient in Microsoft Word, Excel, Power Point, Access, MARSHA, SABRE, QIK, PMS systems, Internet Applications

Contact this candidate