Customer Service Manager
Resume:
Cover Letter – Ernest McCullar
Good Day,
My name is Ernest McCullar and I would like to thank you for consideration of my application. I understand why many companies are searching for a mix of both youth (teachable) and experience (strong leadership and a strong work ethic). I have worked for many years beside, under and over a wide variety of co-workers. I know how and when to lead and follow. I rise to the situation before me with a positive attitude and realization that a new challenge is an opportunity to gain knowledge and experience.
My desire is to learn every aspect of the job and duties I am assigned.
My goal is to earn a position in management to teach an instill a responsible and strong work ethic in those I am entrusted with. I want to coach a winning team. Even in my small business, I say,” Just call me ‘Coach’ not Boss.” I do not have a large ego. I know my place and respect my co-workers and those assigned over me. I am a team player with a strong work ethic and desire to please. My goal is to earn the trust and confidence of everyone I work with.
I was taught from my youth of the importance of hard work and how it builds character and makes you an asset to your employer. I was instructed to always, “Be busy and find something constructive to do. Be indispensable. Be a team player”.If called upon,
I can and have worked 70-80 hours per week for 5 months at a time. I am punctual as well. I have learned to always set 2 alarms to be prepared to report to work at 3 AM if needed. As a press operator for almost 20 years for the Arizona Republic, I quickly learned to be on time because the start of the operation often begins with me.
I enjoy being a trainer and no detail is too small. I am exceptionally comfortable with customer service. I know that in the eyes of each customer I service, that I am the full representation of the company I represent. I am Sears, I am Holiday Inn, I am Monti's Steak House and several other companies not listed on this resume.
I have also found I have a skill to foster good communications between departments so the entire operation is up and running with minimum down time. As a driver for Hurley Trucking, I could accurately estimate the press downtime so the dock supervisor could prioritize the truck loads accurately. I fix problems with creative thinking and examining all options available. I strive to be your biggest asset, your go-to guy with a “can do” attitude. When I hear the words, “It can’t be done!” I say, “Watch me!”
I represent my company well. I can be trusted.
You want me on your team because I will make your life a lot easier. Think of me as the golden nugget at the bottom of your mining pan. I promise I will always shine for you.
Again, Thank You For Your Consideration,
Ernest McCullar
***********@*****.***
Ernest McCullar Resume
625 S. Windsor
Mesa, AZ 85204
***********@*****.***
Education
Arizona State University, Tempe, AZ.
Bachelor of Arts September 2000 - December 2005
Organizational Communications
Mesa Community College Mesa, AZ.
2 Associates – Communications and General Studies
Career Achievements
Throughout my working life, I have learned how to lead and follow with a strong work ethic you will find hard to match. I fix problems with creative thinking and examining all options available.
• I have the temperament of a winning coach. I excel in training, customer service with applied empathy, creative thinking and finding solutions beyond the mark.
• I think ahead, cover my bases and prepare so the outcome keeps the operation running smoothly.
• My management style is proactive, not knee - jerk reactive.
• I have beaten several attorneys (Pro-Se) during 8 years of litigation. I defended my company in 4 different Federal Lawsuits up to the United States 9th Circuit Court of Appeals on 1/18/2017. (Google - Slep-Tone Entertainment vs. Wired For Sound).
• I offered a solution to the Vice President of my last company, Daren Barton / Bags Inc. to temporarily rewrite sections of contracts with the City of Phoenix, Cruise lines, Disney Corp. and Major Hotels to use “dedicated” Southwest Airline computer systems and software instead of ours. This reduced our temporary but huge 80% failure rate of checking in passengers as Southwest tech improvements were daily extended to our operations as well. I had to decline his offer of promotion to Manager due to mandatory relocation to Denver within 2 weeks. This is why I am currently available to you.
Professional Experience
Baggage Airline Guest Services (BAGS)
6751 Forum Drive Suite 200 Orlando Florida 32821
Customer Service Agent and Ground Security Coordinator
December 2012 – June 2017 (GSC) Phoenix Sky Harbor
As a Ground Security Coordinator, I was responsible for overseeing all operations of baggage security including scanning, sealing, and transport of baggage to Airline induction and TSA security EDU units (Explosive Detection Units). I was responsible for boarding pass procedures under contract between BAGS Inc., City of Phoenix, American Airlines, United, Alaska, Delta, Southwest and all aspects of security in accordance with federal regulations of both the FAA and TSA.
As a GSC, I handled on site decisions for operations direct and indirect with air carrier employees and other GSCs.
• Customer Service Agent
As a Customer Service Agent, I conducted boarding pass check-in and baggage service for American, United and Southwest. I also worked as a line manager and trainer on assignment in Las Vegas, Denver, and Fairbanks.
I was one of the original agents of the Bags pilot program and helped formulate new procedures for a more economic, efficient and safer workplace. These same procedures were adopted later in start-up operations in Denver Colorado and Fairbanks Alaska.
• I changed our baggage induction location to a focal point of 2 Major Airlines on the SW location of Terminal 4. This reduced driver travel time from 13 to 4 minutes.
• I created a “Floating Driver” position to service the 1st position that opens up from different check-in stations of north of south sides of the rental car center. This kept driver loads more even and driver availability to the maximum.
• I created a “glance clock” set 90 minutes in the future to immediately determine if we could service the customer within our 90 minute window before all bags needed to be transported to the terminal.
• A curbside GSC position was created to assist driver delivery time, baggage security, and count verification.
• We created a manual baggage tracking record “Bingo Sheets” in order to keep track of all baggage if or when the electronic scanners went down. This filled the requirements of all airline contracts and TSA regulations while allowing baggage to be place on induction belts in time to make the flights.
• A new position, “Utility” was created to assist customer service agents to induct more passengers and their baggage in less time. This allowed more passengers to check in before the 90 minute cut-off reducing long lines and wait time.
• I created our customer inquiries procedure and line formation zones in order to determine if the customer was within our 90 minute window of service or if they were flying international: Both of which, we could not service. We would also use the utility agent or assisting drivers to go down the customer lines asking key questions to save wait time for our service or directing them to the terminal.
• Prioritizing customers with the shortest time windows to agents working one specific airline. These procedures were key to upgrading our efficiency and processing the maximum number of customers and their luggage in the shortest time.
• Wired For Sound Karaoke and DJ Services LLC
Owner Operator January 1998 – Present: Marketing, DJ services for weddings and corp. parties. Host training, Song updates and music books for 78k karaoke songbooks and 140k DJ songs. Management of 37 weekly shows and 15 hosts.
• Arizona Republic Newspaper (Gannet) Journeyman Press Operator October 1990 - January 1999 Lead production runs of 150,000 newspapers and maintenance, operators, offside operators, 4 color, make-ready, apprenticeship training.
Resume Referrals
David L Trujillo 520-***-****
Promotions & Events Manager at UltraStar Multi-Tainment Center
(AK-Chin Circle) 16000 Maricopa Rd. Maricopa, AZ 85139
Ernest Mcullar, Has shown that he is willing to go above and beyond to make sure the job gets done, hard
worker easy to communicate with and would definitely be an asset to any company.
Erick Johnson 480-***-**** 7054 Mohawk Trail Yucca Valley, Cal. 92284
Manager at Innovus Photography, LLC
Ernest McCullar and I have worked together over many years. I find him to be a hard worker and upfront and honest in his dealings with others, especially his employers. He is very personable and easy going with his peers and able to supervise others with both compassion and discipline, when necessary. I am proud to have worked with Ernest in the past and would be again if the opportunity ever presented it's self in the future.
Erick Johnson
Chris & Sharon Lindblom 480-***-****
4022 E Broadway Rd.(602) 692 – 8359 (cell)
To Whom It May Concern:
It has been our pleasure to have known Ernie McCullar in a variety of capacities for many years. We have attended church with him and have participated with him in a number of social events for the past several years. Most recently, we have been serving with him in our church’s nursery where we are jointly responsible for the care and welfare of approximately 7 – 10 toddler age children each Sunday.
We have been impressed with Ernie’s sensitivity and dedication to the children in this assignment. He demonstrates genuine love and concern for them, and has made a sincere effort to get to know each of them individually. He works well with the children who need special attention, to include those who tend to be more difficult and/or require additional oversight. He is kind, patient, and tolerant with the children, to include those with behavioral issues as well as those who exhibit physical aggression toward the other children.
Ernie is creative and can often be found singing with the children or helping them with drawings or small craft projects. He has a positive, constructive attitude, and is a good natured person.
We have found Ernie to be responsible, reliable, and dependable. This is a noteworthy when considering that church begins at 9 am each Sunday morning, and Ernie’s employment has required him to work late most Saturday evenings, and often into the early morning hours each Sunday. We have enjoyed our association with Ernie, and confidently recommend him where enthusiasm, cooperation, and trustworthiness are valued.
Kindest Regards, Chris & Sharon Lindblom
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