Customer Service Manager
Resume:
Mark Da Silva
ADDRESS
****-** ***** ***, ********, Ontario
L6Y4S5
PHONE
************@*******.***
Profile
A well-seasoned and versatile professional with over 20 years of experience in such diverse roles
such as Duty Manager, Regional Trainer, and Supervisor. Operating over multiple jurisdictions, in
multiple countries. A strategic individual who deploys a participative management style in a fast-
paced, diverse workforce. I am a pro-active manager who spends time in the employees
environment encouraging, training, and coaching employee learning. This, in turn with promoting
from within, has increased productivity, team building, and employee confidence, resulting in a
more positive and stronger work environment.
Cultivated positive and enduring relationships with customers. I have been focused on the
Discovery Channel, and featured in a Wings Airline magazine article about “a day in the life of..”
focusing on my job, and the importance I play on customer service expectations. I have always
been awarded great praise by customers, staff and management in emails, cards and letters
throughout my career.
Skills
My expertise lies in the following areas; Communication Skills - sales and marketing,
negotiating, active listening, persuasive speaking skills. Interpersonal Skills - teamwork,
conflict resolution, motivating, customer service, and problem solving. Research and
Planning - analytical skills, setting goals, screening, interviewing, scheduling staff, clear ideas,
strategic planning Leadership Skills - supervisory skills, coaching, training, mentoring,
discipline, task completion. Productivity Skills - time management, multitasking. Sound
decision-making, critical thinking, reliable. Quick learner with a strong work ethic.
Experience
DUTY MANAGER, SUNWING AIRLINES; 2010 - 2014
Promoted rapidly from Supervisor to Duty Manager in 3 months. Spearheaded saving our
company $264,000 annually by implementing cross-training of staff on how to do different jobs,
which in turn, also improved productivity and on-time performance of our station by 14% in the
last couple of years. Understanding contract requirements and customer expectations.
Responsible for insuring compliance with established company safety policies and procedures
including FAA requirements by knowing company policies and manuals, in order to relate the
interpretations to employees. Recruit, monitor and conduct required training of personnel.
Provide employee counseling and discipline as needed. Determine and maintain the appropriate
amount of personnel and equipment necessary to fulfill job requirements. Responsible for cash handling, and cash
drop off into our vaults.
REGIONAL TRAINER (NORTH AMERICA)/RECRUITER/SUPERVISOR, AMERICAN AIRLINES; 1999 - 2010
Certified Trainer. Plan, develop and implement strategy for all staff training and development of all
employees in North America. Maintaining the integrity of our company’s name and policies. Travel
to train and develop prospective employees for American Airlines/American Eagle in Canada and
the United States of America by certifying employees to be in compliance and up to-date with
company standards and methods while placing a major emphasis on health and safety.
Spearheaded an updated version of all training videos and training material to be used throughout
the company. Teach our worldwide reservation system Sabre, Jetstream, SAM, GENDEC, Auto-
Notice, Ramplink and LMS in order to monitor the progression of all levels of staff and
management in relations to product material via inter-active lessons, tests and exams. Extremely
knowledgeable in aviation operations, computer system programs, airline safety guidelines and
protocol on all aircraft and ramp equipment. Effective communication skills while maintaining a
proactive, encouraging, pleasant and professional manner to instill confidence in trainees and all
staff. Proficient in multi-tasking for dealing with flight delays, local weather, runway status, load
planning, and weight and balance for our aircraft. Making sure flight information is kept up to date.
SUPERVISOR/TRAINER VIP BACKSTAGE SECURITY, LIVE NATION; 2005 - 2012 (P/T)
Responsible for the safety and well-being of entertainers. Extremely job and detailed focused
while demonstrating good judgement, common sense and split second decision making ability,
particularly when required to take charge of out of control incidents, and direct others in
emergency, and dangerous situations. Detail oriented in order to take significant notes regarding
events, violations, suspicious behavior, and conditions by observation. Work well under extreme
pressure. Train all new staff in diffusing intense and extremely escalating situations. Taught
handcuffing, baton and takedown (grounding) maneuvers professionally by F.B.I. and Toronto Metro
Police Trainers. Trained in large crowd control.
CALL TAKER, CRIME STOPPERS (NATIONAL/INTERNATIONAL); 1995 - 1999
Help assist in the apprehension of criminals, and criminal activity by taking down distressing calls
and tips for all types of heinous crimes in Canada, the United States of America, and parts of the
Caribbean. Gathering very informative, and thorough information, skilled in calming down the
caller, to transmit said information to the appropriate authorities. We also had a bully hotline set
up in above mention places.
Education
Humber College, Toronto; 1998
College Diploma in Business Administration
Centennial College, Progress Campus, Markham; 1996
College Diploma in Legal Assistant
Father Michael Goetz Secondary School, Mississauga; 1993
Ontario Secondary School Diploma
Professional Designations and Certifications
Trained and Certified in CPR & DEFIB, Security, and Loss Prevention. International Airport Security Clearance.
Train the Trainer Certified, Smart Serve Certified. Licensed Security Officer. W.H.M.I.S. (Hazardous
Materials Certified.) Criminal Code Applications. Use of Force, Crisis Management Programs,
Crowd Control, Self Defense, Hand Cuffing and Baton Procedures
Volunteer Work
Presently volunteer at a Distress Centre
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