Customer Service Operations Manager

Eric A. Marshall

UAE Cell: +971-**-******* / +971-**-***-****

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Results-driven, skilled operations manager focused on achieving success and increased productivity through

improvements in safety, quality, and operations

HIGHLIGHTS OF QUALIFICATIONS

Experienced in production scheduling Public speaking

Knowledgeable of ISO 9001 standards Customer service-oriented

Logistics and Materials Handling Expert Superior negotiation skills

Culturally Diverse Citizen engagement

Public policy background Employee relations

PROFESSIONAL EXPERIENCE

Air & Ship Coordinator, August 2012 to Current

United States Embassy - Abu Dhabi, UAE

o Plan, develop, and coordinate the Diplomatic Clearances for all United States government owned and

contracted aircraft and naval ships operating within the UAE's airspace and territorial waters

o Responsibilities included daily communication with the UAE's Ministry of Foreign Affairs, General

Headquarters and General Civil Aviation Authority, coordinating aircraft services through FBO's, and

scheduling transportation and lodging for American aircrews

o Ability to work under immense pressure with limited time allowances to implement immediate action

plans, including the coordination of Congressional Delegations, Secretary of State, and Deputy Secretary of

State affairs

o Additional knowledge: Familiarity with aircraft specifications (including ramp limits), movement of

hazardous materials, FIR (Flight Information Region), UIR (Upper Information Region), and ICAO/IATA

codes

Operations Manager, May 2004 to Current

AK Steel - Mansfield, OH

o Supervise production line operations consisting of 52 employees in accordance with plant and corporate

policies and procedures

o Responsible to plan work schedules, conduct performance and salary reviews, administer discipline,

develop strategies for performance and productivity improvement, and manage payroll

o Justify and request new personnel, interview and evaluate prospective employees, plan and coordinate

training for new and existing employees for the purpose of development and cross training

o Troubleshoot workmanship problems and supervise shop floor activities to ensure that manufactured

products meet or exceed all established quality standards

o Utilize lean manufacturing principles to drive continuous improvement in processes and procedures

o Constantly evaluate service levels and make recommendations regarding resource allocations

o Coordinate and support operations and preventative maintenance schedules to maximize uptime and

utilization of assets

Air Transportation Craftsman, May 2004 to Current

United States Air Force Reserves - Wright-Patterson AFB, OH

o Knowledge of passenger and cargo movement functions to include transport aircraft types, capabilities, and

configuration, weight and balance factors, airlift transportation directives and documentation, cargo

securing techniques, border clearance requirements, operation of materials handling and other types of

loading equipment or devices, fleet service functions, automated data processing equipment and its

application in airlift activities, passenger service functions, and customer relations principles

o Supervising functions include preparing aircraft load plans, loading and unloading aircraft, operating

automated and manual materials handling equipment, and processing, scheduling, maintaining records on

passenger movement by airlift.

EDUCATION

University of Notre Dame – Mendoza College of Business, Notre Dame, IN, USA

EXECUTIVE CERTIFICATE IN BUSINESS ADMINISTRATION, July 2014 Completion

Troy University, Troy, AL, USA

BACHELOR OF SCIENCE, 2013

History

Community College of the Air Force, Wright-Patterson AFB, OH, USA

ASSOCIATE OF SCIENCE, 2012

Transportation Management

CERTIFICATIONS AND ACCOMPLISHMENTS

o Hazardous Cargo Inspector Certification

o Joint-Inspection Certification

o Immediate Action First Aid Certification

o Completed 6 Tours of Duty with the Air Force in support of Operation Enduring Freedom and Operation

Iraqi Freedom

o Awarded multiple medals including the Joint-Service and Air Force Achievement medals through dedicated

and exemplary service

References and Supporting Documentation Furnished Upon Request

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