Customer Service Sales
Resume:
Cindy Grover
Eureka Springs, AR ********@***.*** Cell: 562-***-****
72632
. Dedicated operations manager with 15+ years of experience in the Airline
industry and over 25 years in customer service. Consistently achieve
record-high customer satisfaction rankings, improvements to the bottom
line and turnaround of underperforming operations.
. Respected builder and leader of customer-focused teams; instill a shared,
enthusiastic commitment to customer service as a key driver of company
goal attainment. Lead by example and ensure the execution of all safety,
security, quality and regulated ground operations policies.
Areas of Expertise
Customer Service Customer Satisfaction Teambuilding &
Management Enhancement Training
Operations Management Front-End Supervision Cost-Reduction
Complaint Handling & Staff Recruitment Strategies
Resolution HR Policies and
Procedures
Professional Experience
AMERICAN EAGLE AIRLINES 11/1998 to Present
General Manager, Bentonville, AR 04/12 to present
General Manager, Springfield, MO 01/11 to 04/12
Manager of Ramp Services, Los Angeles, CA 2009 to 2011
Manager Passenger Services, Los Angeles, CA 2004 to 2009
Field Service Instructor, Los Angeles, CA 2001 to 2004
Agent/Lead Agent/Trainer, Los Angeles, CA 1998 to 2001
Continuously promoted throughout 15 year career starting at entry level
position culminating to management role with oversight of numerous ground
handling departments with 125+ organized and non-organized employees.
Current duties include:
. Oversee all customer service ground activities for day-to-day
operations for American Airlines and US Airways at the Northwest
Arkansas airport while providing leadership and motivation to team.
. Establish and maintain high standards of safety, security and customer
service in accordance with Company policies and procedures.
. Implement procedures for safe and on-time movement of aircraft through
the station by obtaining optimum use of equipment, facilities and
personnel.
. Ensure overall station compliance as well as compliance of personnel
with administrative policies, procedures, safety rules and any Company
or government regulations.
. Responsible for meeting all operational performance targets as well as
monitoring and controlling the station operating budget.
. Recommend capital expenditures for acquisition of new equipment;
negotiate contracts with equipment and material suppliers and approve
requisitions for equipment, materials and supplies.
. Coordinate activities with local airport management, community,
regulatory agencies, and other stations or headquarters staff.
Investigate causes of internal and external complaints relating to the
facility; participate on operational conference calls, station audits
and prepare various reports.
1987 to 1997
FRIEDA'S, INC. - Los Angeles, CA
Sales Representative, 1994-1997
Sales Assistant/Sales Coordinator, 1990-1994
Administrative Assistant, 1988-1990
Sales Secretary, 1987-1988
Advanced to increasingly responsible positions in sales department by
marketing and promoting products for specialty produce company. Duties
Included:
. Maintaining and increasing telemarketing sales of product lines and
programs.
. Processed paperwork for sales representatives.
. Training of new sales coordinators in general job duties as well as on
Excel, Microsoft Word, and order entry programs.
. Assisting Sales Manager in department budgets, P & L statements, new
product development.
. Developing and maintaining monthly accrual programs, evaluating sales
numbers and presenting new formats for tracking units and dollars.
Education and Training
Chicopee Comprehensive High School - Chicopee, MA 9/78 to 5/82
High School Diploma
Training: Completed numerous courses and seminars in customer service,
sales strategies, time management, leadership, and performance and employee
development.
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