Customer Service Manager

C HRISTOPHER M . B LASIE

**** ********* *** ******, ********* E Fairfax, VA 22033 T: 551-***-**** acbehx@r.postjobfree.com

Highly motivated and committed transportation industry professional with expert knowledge of market research,

executive presentations, operations, quantitative analysis (forecast models), marketing programs, customer

experience, technology, and utilization strategy. Acquired firsthand knowledge of passenger preferences in

fulfilling an in-depth competitive analysis project for the onboard brand management team of Continental Airlines.

Leverage nine years of front-line customer service experience to articulate amenity preferences statistically proven

to succeed upon implementation. Manage, influence, and lead diverse cross-functional teams; build effective

networks to deliver results. Outstanding interpersonal and natural leadership skills. Master of Arts,

Communications & Leadership, Marist College. Additional strengths include:

Project Management & Strategy Execution Client Collaboration / Leadership Skills

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Operational Efficiency & Improvement High-Profile Management Presentations

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Entrepreneurial Mindset / Marketing Interpersonal Communication Abilities

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Data Analysis/Management Reporting Field Operations & Market Research

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PROFESSIONAL EXPERIENCE

US AIRWAYS, Washington, DC

Customer Service/Operations Manager (2012-Present)

Developed an operational efficiency plan that has improved employee engagement, customer experience, and station

performance. Manage 500 customer service agents responsible for airport experience and service recovery operations.

AIRSERV CORPORATION, Newark, NJ

Account Manager (2010-2012)

Secured a leadership position with a $7 million Continental Airlines cabin service vendor impacting over 160

domestic and international flights concurrently owned by Colgan and CommuteAir (short-haul providers affiliated

with Continental). Expertly train and oversee 300 professionals responsible for aircraft aesthetics and maintenance.

PRIMEFLIGHT AVIATION SERVICES, Newark, NJ

Operations Development Division

Manager of Special Projects and Operational Development (2009-2010)

Managed over 200 employees for Continental Airlines top vendor focused on the appearance, modernization, and

cleanliness of its aircraft cabins. Chosen to serve on the Executive Team charged with upholding Primeflight s

partnership with Continental, utilizing a broad base of contacts in both companies to execute management-

sponsored improvement initiatives on time and under budget. Sustained and grew valuable working relationships.

CONTINENTAL AIRLINES, INC., Houston, TX (2001-2009)

Brand Marketing Division Onboard Product, Market Research, Competitive Intelligence

Senior Analyst (2007-2009)

Effected positive change and generated shareholder value in a corporate development role focused on creating the

next-generation cabin for Continental Airlines aircraft. Executed and led a special assignment to observe,

document, and summarize customer amenity and comfort preferences that earned the audience of the most senior

leaders of the company, up to and including Continental s Chief Executive Officer. Traveled internationally and

across the U.S. on competitor airlines to analyze the impact of specific service offering differences to perceived

levels of passenger satisfaction. Gathered valuable intelligence on actual uses of in-seat personal productivity tools

and entertainment systems to educate senior brand managers at company headquarters.

Notably partnered with Boeing s Aircraft Development Team to provide input on Continental s vision for

future aircraft configurations and interior design enhancements. Leveraged firsthand knowledge of

passenger preferences in the field to implement modifications with the highest probability of success.

Integral contributor and project manager to the engineering team that built the new Business and First

Class seat installed in the Boeing 787, 777, 767, and 757 models in the fleet. Recommended the firmer

integration of broadband connectivity to satisfy on-the-go commercial travelers.

Outlined and introduced the strategic action plan to augment Continental s on-board service offering to

customers traveling to and from China, the Middle East, and Europe. Conducted extensive cost-benefit

analyses on new product development initiatives to inform senior management decisions.

Encouraged the universal adoption of Video On Demand LiveTV, in-seat power, and food service

upgrades in every seat class as a minimum standard on all future Continental Airline planes. Gathered

feedback from every service division including food & beverage, in-flight services & customer relations.

Christopher M. Blasie, Page Two

T: 551-***-**** acbehx@r.postjobfree.com

CONTINENTAL AIRLINES, INC. CONTINUED

Field Services Division Newark Liberty International Airport

Aircraft Appearance & Operations Supervisor (2005-2007)

Built, sustained, and managed new and existing relationships with key third-party vendors responsible for the

cleaning, maintenance, and appearance of Continental Airlines fleet of domestic and international aircraft.

Oversaw and allocated a $13 million budget earmarked for on-board amenity enhancements and special

improvement projects raised to meet evolving customer demands. Acquired expertise in passenger cabin

preferences and feedback, obtaining detailed knowledge of the dimensions, spatial relativity, and air quality that

translates into the varying levels of human comfort acceptable to the public.

Selected to serve as the official Training Partner to the departure preparation team at Newark Liberty.

Carefully inspected the interior of all aircraft selected for review prior to launch, ensuring the adherence of

airline policies and procedures by the company s suppliers.

Analyzed, compiled, and communicated inventory forecasts and requisition orders to corporate

headquarters. Conducted financial audits to eliminate duplicative expenses, saving the airline thousands of

dollars in marginal costs. Regarded for exceptional attention to detail and proactive leadership.

Field Services Division Washington-Dulles International Airport

Airport Services Supervisor (2003-2005)

Promoted to a leadership role based in Washington-Dulles supervising the ground shift personnel of ExpressJet

Airlines (operating as Continental Express). Scheduled and monitored the day-to-day activities of 46 airport sales

agents and performed regular quality control checks on manpower utilization. Advised senior management on

process improvement recommendations to enhance departure processing rates. Enforced internal controls aligned

with Continental s Customer First Initiatives through influence, persuasion, and direct intervention.

Directed and led the recruiting process to upgrade talent at all levels of the ground team organization.

Initiated and launched ongoing professional training sessions to increase awareness of ExpressJet service

standards and operating policies, increasing customer satisfaction levels by a substantial margin.

Assigned to service as the lead security coordinator between the airline and local law enforcement.

Represented ExpressJet on issues involving the Transportation Security Administration (TSA), the Federal

Bureau of Investigation (FBI), and the Metropolitan Washington Airport Authority.

Field Services Division Newark Liberty International Airport

Customer Care Manager (2001-2003)

Excelled in a front-line customer service and client management role for Continental Airlines ground operations

team. Served as the central liaison between the Customer Care Executive Team and the airline reservation center,

mediating competing priorities to maintain optimal productivity. Resolved escalated questions and concerns raised

by priority business passengers to ensure total satisfaction with personnel performance. Communicated critical

passenger feedback to senior management through a detailed statistical report issued on a monthly basis.

Conceptualized and implemented Continental s Meet and Assist Program designed to provide

premium-level departure and arrival service to government officials, VIP guest, and company executives.

Defined a standard operating policy and trained ground personnel on proper execution.

Increased multi-agency cooperation to effect seamless service with high-profile private passengers.

Personally organized the security logistics for actor Christopher Reeve s visit to Israel that required

collaboration with the Port Authority of New York & New Jersey and U.S. Customs and Immigration.

EDUCATIONAL BACKGROUND

MARIST COLLEGE, Master of Arts, Communications & Leadership, Poughkeepsie, NY (2007)

MARIST COLLEGE, Bachelor of Arts, Communications & Public Relations, Poughkeepsie, NY (2001)

ADDITIONAL INFORMATION

Affiliations: Continental Airlines Management Association; Marist College Young Alumni Association; Eagle Scout.

Computer Skills: Proficient in Microsoft Office (Word, PowerPoint, Excel, Access).

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