Manager Customer Service
Resume:
Esther Sawyer
Dayton, OH 45417
Cell: 937-***-****
******@*****.***
Work Experience
Federal Aviation Administration
May 1985 - April 1998 Air Traffic Controller Dayton, OH
Worked as an Air Traffic Controller at Dayton Automated Flight Service Station. Similar to a call center but much more technical. I briefed pilots of weather conditions along their routes of flights, filed their flight plans and did search and rescue operations in the case of overdue flights.
Federal Aviation Administration
April 1998 - January 2000 Supervisory Air Traffic Controller, Dayton OH
Front Line Supervisor for Air Traffic Controllers at Dayton
Automated Flight Service Station. I directly supervised their
work, conducted performance management, training, coaching and
mentoring.
Federal Aviation Administration
January 2000 - August 2001Operations Manager Kankakee, IL
My duties included performance management, training, coaching and mentoring of 6 Front Line Supervisors, 3 Staff Support Specialists, and Administrative Officer, a Secretary and 47 Air Traffic Controllers at Kankakee Automated Flight Service Station.
Federal Aviation Administration
August 2001 - March 2002 Air Traffic Manager Kankakee, IL
My duties included performance management, training, coaching and mentoring of 1 Operations Manager, 6 Front Line Supervisors, 3 Staff Support Specialists, and Administrative Officer, a Secretary and 47 Air Traffic Controllers at Kankakee Automated Flight Service Station. I was operated the facility within preset fiscal constraints.
Federal Aviation Administration
March 2002 - August 2004Air Traffic Manager Florence, SC
I managed the Florence Airport Traffic Control Tower. My staff included 2 supervisors, 1 staff support specialist and 20 Air Traffic Controllers. The Facility was responsible for the separation of aircraft and safe, orderly and expeditious flow of the same through Florence ATCT airspace.
Federal Aviation Administration
August 2004 - March 2009 Air Traffic Manager Mansfield, OH
Responsible for the sound fiscal operation of Mansfield Airport Traffic Control Tower. Staff consists of two front line supervisors, one secretary and 18 Air Traffic Controllers.
I retired from the FAA in June 2012, with 34 years of Federal Service. My salary at retirement was $114,000 per year.
Advance America Center Manager
February 2013-April 12, 2014
Duties
Center Management - Review operating results of center daily, weekly and monthly to identify areas of opportunity for increased profits and decreased expenses.
Budget Control – Manage profit and loss, payroll and other budgeted items; continuously identify ways to control costs.
Employee Relations - Recruiting, hiring, training, disciplining, evaluating, developing, and terminating of center staff.
Leadership - Provide guidance in all aspects of operations. Recognize and develop skills/abilities of associates in order to meet center and company objectives.
Training – Provide on-site training instruction on all aspects of leadership, company procedures and policies.
Marketing - Maintain an on-going marketing strategy and marketing tracking sheets for the center. Conduct divisional market analysis/strategy to increase total market share and active accounts.
Customer Service – Provide exceptional service and support to customers.
Education
Embry-Riddle Aeronautical University – 12 credit hours
Bachelor of Business Administration
Professional Aeronautics Daytona Beach, FL
Wright State University School of Nursing - 95 credit hours
September 1974-March 1978
FAA Training
Airport Management – 6 semester hours
Management – 27 semester hours
Meteorology – 4 semester hours
Air Traffic Control – 22 semester hours
Personnel Management – 14 semester hours
Contact this candidate