Customer Service Manager

Michael C. Rohde

651-***-**** *********@*****.***

SUMMARY OF QUALIFICATIONS

Experienced, personable, results-oriented professional with a strong business acumen gained from over 28 years of logistics, sales, station management, operation planning, scheduling, employee management and financial budgeting. Strong customer service skills in development, strategic planning, sourcing, managing, sales, contract negotiation, operations/process coordination, and organization skills. Effective administrator and communicator, adept and trusted at managing client VIP relationships. Posseses extensive knowledge of detailed planning and scheduling logistics worldwide, as well as strong client and customer service communication skills. Proactive at identifying and implementing problem solving methods to maximize goals, reduce costs, and achieve business objectives. Skills transferable to any industry seeking a self starter with veteran managerial experience, and strong customer service skills.

PROFESSIONAL EXPERIENCE

MCR Aviation Travel Service, Inc. 2004 – present

Owner

Worldwide air charter facilitator for individuals, groups, companies. Brokerage, operational management, sales, logistic planning, financial budgeting, and scheduling. Excels at face to face relationships with clients and vendors.

Utilizing my 28 + years in sales, scheduling, logistics, and operations to benefit clients all over the world.

StarFlite International, Inc. 2004 – 2012

Director of Charter Operations and Sales

Responsible for contract negotiation, management and operational integrity for the yearly contracted sports, entertainment charters operated worldwide. Coordinated approximately 1000 charter flights yearly. Used extensive operational problem solving skills, along with people skills through experience to keep customers operational experience.

Managed 10 NBA/NHL teams and various worldwide charters on a yearly basis, as well as military, entertainment groups, White House Press Corporation charters, group charters.

Achieved nearly 99% operational on-time reliability for our clients during my tenure.

Coordinated NBA Europe, China, Mexico charters for teams and also escorted them.

Designed and coordinated charter ops program and procedures for the airlines serving our teams. Routed aircraft for teams whole season minimizing delays and subs. Proven spur of the moment problem solving skills.

Northwest Airlines, Inc.

Senior Manager, Charter Operations 1998 – 2004

Responsible for planning, coordinating and managing all service requirements and operational logistics of Northwest Airlines’ $73 million charter program which included 32 professional sports teams, White House Travel Office (Press Corps), U.S. Military, brokers, corporations, dignitaries, entertainers and colleges/universities. Provided 24/7 on-call coverage as primary point of contact for customers, suppliers, flight crews and functional areas within Northwest.

Increased the annual number of charter flights operated from 400 to over 2500 through redesign and refinement of processes while maintaining on-time departure reliability of 96%.

Interviewed, selected and managed charter support staff, including flight escorts, loadmasters and fixed-base operators; jointly managed department’s $2.1 million annual expense budget.

Michael C. Rohde Page 2 *********@*****.***

Northwest Airlines-Ramp Manager/Tower Manager- MSP Hub 1996 – 1998

Manager of concourse which included 62 aircraft departures during my work day, 120 ground employees managed. Tower manager which coordinated 200 flights a shift plus charters and cargo. Deicing manager as well. Inclement weather service disruption problems solved through analysis, experience, leadership.

NWA hub luggage goal champion for the hub 1996, managed mail operation to a 15% increase in revenue.

Northwest Airlines-Station Manager-Boise 1994 – 1996

Successfully opened NWA new station with 30 days notice from ground up.

Achieved all operating goals, and achieved manager rating of 4.6 (out of 5.0), top 1% of managers systemwide. Promoted after 2 years to MSP hub. Hospitality award from airport.

Northwest Airlines-Pilot Scheduling/Crew Planning Manager 1991 – 1994

Managed all schedulers for NWA crew scheduling, problem resolution and problem solving skills used to effectively make sure daily flying level was covered.

Coordinated Desert Storm pilot crew scheduling operations, with emphasis on crew optimization in Europe. Desert Storm and Desert Shield award from USAF.

Northwest Airlines-Pilot Training Scheduling Supervisor 1989 – 1991

Helped develop and execute strategic training scheduling systems for all NWA fleet types.

Supervised and hired over 11 training schedulers to manage the training syllabus for all aircraft fleet types.

EDUCATION

Bachelor of Science

Majors: Business Administration

Minor: Criminology/Psychology

Florida State University

Minnesota Licensed Sales Realtor 1989-2011

SKILLS

Teamwork * MS Office Word * Powerpoint * Excel * Quickbooks

Linkedin.com/in/michaelcrohde

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