Customer Service Manager
Resume:
Avon, OH *****
*********@*****.***
Art Stone
Summary Extensive management experience in retail, manufacturing,
sales, and airline industry. Experienced as a business
owner
Supervisory, Management Professional appearance
experience Excellent communication
Detail oriented skills
Results oriented Safety leader
Computer skills Airline Hub experience
Business problem analysis Instructor, Facilitator
experience
Experience Airway Cleaners LLC
Cleveland, OH
2011-2014
General Manager
Responsible for day-to-day operational performance of CLE
location at Cleveland Hopkins Airport
Maintain a safe, clean and reliable operation
Responsible for maintaining station facilities, equipment,
and
professional appearance standards for all Airway employees
Manage the station budget, staffing forecasts and resource
requirements
Maintain strong working relationships with airline /
airport authorities /
vendors / governmental authorities ( FAA / TSA / CBP)
Responsible for performance management and ongoing
professional developmental support of direct reports
Responsible for compliance with stations controls and UAL
audit
standards
United Airlines 2008-2011
Cleveland, OH
Airport Operations Supervisor
Develop the skills of front line co-workers with goal of
delivering
excellent customer service and delivering a quality
product in
accordance with Company guidelines
Ensure consistency on operational, service and product
delivery
Develop and support standard work and continuous
improvement
processes
Oversee and support the performance of the CLE station
Focus on performance issues with the goal of changing
co-worker
behavior
Serve as subject matter expert on safety, service and
procedures
Denver, CO
2002-2008
Sr. Instructor - Field Training Services
Coordinate training for ramp organization
1230 ramp serviceman
Support Line Instructors within the ramp operations
training parameters
Provide Leadership and direction to the ramp instructors
(16)
Maintain compliance with internal and external regulations
(FAA, TSA, OSHA)
Assist with annual budget for west region training
organization ($2.1 million)
1996-2002
Ramp Supervisor
Team building experience
Supervised various functions (planeside operations,
fueling, de-icing, baggage, administration, budget, shift
supervisor, scheduling, manpower)
Teams ranged from 6 to 120
Initiated numerous recognition programs
Developed baggage matrix to compare all hubs on daily
basis
Facilitated supervisor briefings
Annual station award for 1999 and 2000 "Leadership
Excellence"
3 months in 2001
Operating Manager (Upgraded Temp) - Ramp Service
Oversee all ramp operations on a shift (465 employees)
Provided leadership to all ramp supervisors (45)
Built and maintained excellent relationship with IAM
1990-1996
Ramp Serviceman
Assisted on planeside operations - loading and unloading
of baggage and cargo
Upgraded during time as Supervisor Ramp Services
Vita Mix Corporation
Cleveland, Ohio
1980-1990
Operations Management/Personnel Director
Developed Employee Handbook listing company policies and
benefits
Initiated and administered the company 401k program
Maintained the employee benefit program to be cost
effective for company
Responsible for all human resource functions of the
company
Supervised building and facility maintenance
Managed shipping and receiving activities
Streamlined and automated distribution channels with UPS
manifest system
Supervised the in house direct mail processes
Maintained the VM mailing list with contract employees
Updated list with new addresses after each major mailing
Supervised the logistics of the Canadian operations
Direct mail, warehouse, distribution and repairs
Demonstrated the 3600 machine at trade shows
Worked in warehouse during high school
Education Bowling Green State University
Bachelors of Science in Business Administration
Olmsted Falls High School
College Prep
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