Customer Service Manager

Anthony F. Diaz

**** **** ******* ** • West Palm Beach, Florida 33411 • *********@*****.*** • 561-***-****

Qualifications Summary

• Communications- listening, empathizing, resolving, and retaining clients with conflicts or

dissatisfactions related to products or services provided by the Company.

• Problem Solving- deescalating issues in addition to attaining permanent satisfactory

resolution to interested parties.

• Team Work- collaborating with teammates in assigned team projects.

• Multitask- prioritize, meet deadlines and due dates, presenting high quality products and

services to target audience.

• Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft

PowerPoint®, Microsoft Access, and Microsoft Outlook®).

Professional Experience

SCAN LaGuardia- New York, New York September 2009- December 2009

Case Manager/Job Developer

• Develop internship placement for the program members.

• Development of job placements for Graduates.

• Assisting with outreach to the East Harlem community to recruit potential members.

• Teaching orientation classes related to areas of expertise.

• Supervision of internship placements.

• Assisting in the operation of After-Care support group activities.

• Assisting with school placement.

Ground Handling Inc. - Westchester, New York August 1997- December 2001

Operations Coordinator

• Coordinated information flow to responding departments to inbound and outbound aircraft.

• Assigned gate to inbound aircraft.

• Coordinated overnight aircraft parking.

• Filed flight plans with tower.

• Handled request from flight crews for assorted situations.

• Enforced maximum permitted aircraft-in-gate time.

• Handled grievances and problematic situations.

AT&T of Puerto Rico- San Juan, Puerto Rico November 1991- September 1996

Operator Services

• Interrupt busy lines if an emergency warrants.

• Keep records of calls placed and received, and of related toll charges.

• Provide relay service for hearing-impaired users.

• Trouble shoots difficult caller situations to satisfaction.

• Represented department in Customer Service Initiatives.

American Airlines- Newark, New Jersey, San Juan, Puerto Rico March 1984- January 1990

Passenger service Agent

• Checks in passengers at the ticket counter and ensures proper handling of luggage.

• Makes public announcements.

• Coordinates passenger aircraft boarding / deplaning in the gate area.

• Provides assistance for all customer inquiries.

• Handled grievances and problematic situations.

Education

BROWARD COLLEGE, FORT LAUDERDALE, FLORIDA

Juvenile Justice Academy Training April 2014

UNIVERSITY OF PHOENIX- Phoenix, Arizona

Master’s Degree in Criminal Justice Administration and Security April 2012

Bachelor’s degree Criminal Justice Administration • GRADUATED WITH HONORS OCT 2010

COMMUNITY SERVICE

Wellington Recreational Center- Wellington, Florida October 2010/11/12/13

Basketball Coach- 13 and 14 year-olds

Okeeheelee Youth Baseball- Greenacres, Florida October 2010/11

Baseball Manager- 13 and 14 year-olds

Greenacres Recreational Center- Greenacres, Florida December 2011/12

Basketball Coach- 15 and 17 year-olds

Contact this candidate