MATTINA A. FULTON
Successful Manager with Over 5 Years of Experience
Recognized for Exceeding Expectations, Routinely Promoted and Trusted with Increasing Responsibility
Manage a staff of 100 employees including supervisors, agents, and volunteers; scheduling to include work assignments/rotations, employee breaks, overtime assignment, and back up for absent employees.
Dedicate agents to 9 departments, ensuring that enough staffing is provided and solving problems while maintaining functional level of staff for smooth operation.
Conduct employee performance reviews.
Correct non-compliant behaviors and impose disciplinary action as required.
Mentor and train new hires for building staff and team environment.
Issue daily reports to Operations Manager and CFO.
Exceeding Goals and Ensuring Policy Standards
Manage the operational activities of the department in accordance with established policies and procedures as well as ensuring all performance goals are met or exceeded.
Following exact company protocol in the event of accidents to ensure proper liability.
Ensure company goals and expectations are met while exceeding customer expectations.
Implement corporate culture, politics, and goals into daily work routines.
Ensure that frontline staff is constantly monitored and briefed/de-briefed related to the delivery of baggage services and safety procedures.
Develop and coach agents regarding correct policies, procedures, and customer handling.
Ensured FAA, Company and airport regulations are followed
Assist Attorneys with compiling and distributing complete contract packages.
Reviewed exiting contract packages for detailed accuracy and uniformity.
Track status of contract packages, follow up to ensure completion, create, maintain, and update contract tracking spreadsheets
Resolve escalated customer service issues.
Receiving and issuing accountable documents as well as auditing, logging and properly storing paperwork.
Served customers and assisted passengers with flight itinerary, solving problems regarding inclement weather and customized reservations.
Solicit volunteers to free up seats, re-accommodate passengers by booking alternative flights and provide travel vouchers.
Enforced safety and security measures and protect sensitive zones.
Create business relationships with area agencies, organizations and groups.
Design new marketing materials and organize marketing and fundraising events
Implemented marketing plan to bring in new business, increased membership to exceed competitors
Conduct research, compile data and prepare papers to present to Executive Director.
American Airlines Philadelphia, PA 10/2012-06/2018
CUstomer Care Operations Manager Reports Manager Ramp Unit Manager
Passenger Operations Coordinator Supervisor Customer Service Agent
Work History, continued:
Body Challenge Fitness Center Philadelphia, PA 03/2009-01/2013
office manager/administrative assistant
Independent Funding Wayne, PA 07/2006-10/2008
legal contract coordinator Senior case coordinator
Bachelor of Science, Business Management
Peirce College Philadelphia, PA 2018
Associate of Science: Business Administration
Delaware County Community College Media, PA 2011
Social Media Marketing
Effective file management skills, mail merge and desktop publishing
Designing and printing marketing material
Microsoft Office Suite: Access, Excel, PowerPoint, Word, Publisher
Front Range GoldMine versions 4.0/ 5.0
Microsoft Great Plains Dynamics version 5.51
File Maker Pro
Committed to community service, extensive volunteer history includes:
National Black Leadership Initiative on Cancer
Caring for Community Elderly
Fundraising Event Planning
Publishing and Printing
Mentored groups of teenagers ages 9 through 12 and 13 through 17