Manager Customer Service

MATTINA A. FULTON

*** ***** ******, ***. ** Clifton Heights, PA 19018 Phone: 267-***-**** Email: ***********@*****.***

Profile:

Successful Manager with Over 5 Years of Experience

Recognized for Exceeding Expectations, Routinely Promoted and Trusted with Increasing Responsibility

Relevant Experience:

Management

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

Customer Service

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.

Business Development

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.

Work History:

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

Education:

Bachelor of Science, Business Management

Peirce College Philadelphia, PA 2018

Associate of Science: Business Administration

Delaware County Community College Media, PA 2011

Technical Skills:

Expertise:

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

Proficiency:

QuickBooks

Front Range GoldMine versions 4.0/ 5.0

Microsoft Great Plains Dynamics version 5.51

ChannelWave

File Maker Pro

Shares

Qik

AutoReaccom

Sabre

Community Involvement:

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

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