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Customer Service Manager

Centreville, Virginia, United States
October 26, 2016

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Michael A. Johnson


***** ******* *****, ***********, ** 20120 Professional Experience

My Plumber Heating and Cooling

February 2012 - Present



•Leads a Team of CSRs that consists of staff of sixteen, and one Assistant Manager.

•Increased inbound call conversion (raw, unfiltered inbound calls) from 23% to 61% currently. Industry Standard is 40%.

•Established protocol, training, and evaluating practices for the department, as well as writing the CSR Redundancy Plan for My Plumber Heating and Cooling..

H & R Block, Springfield, VA

February 2007 – December 2010 DISTRICT MANAGER


•Leads a district that consists of sixteen locations, sixteen managers, and one hundred and ninety associates.

•Established hiring, training, and evaluating practices for the district.

•Ensured that policies, procedures were implemented to increase revenues, control expenses, and promote client satisfaction through delivery of a consistent positive client centric approach.

MAXJET Airways, Dulles, VA

May 2005 – February 2007 DIRECTOR OF SALES


•Worldwide Director of Sales for start up International Airline.

•Number two person in Marketing and Sales Department.

•Developed and Executed Strategic Marketing and Business Development Plans for initial operation. The execution of said plans accounted for fifteen corporate contracts, values at $15 million.

•Lead a team that consisted of two Sales Managers in the UK, as well as staff of ten on the sales and marketing side in the United States.

•As a Lead in for this position, worked congruently with AirTran Airways, signing their largest two corporate contracts, values at $2 million.

Dick’s Sporting Goods, Sterling, VA

March 2003 – February 2005



•Customer Contact Manager for a Big Box Retail chain.

•Major emphasis on P & L, Customer Service Management, and logistics, in a Sporting Goods Culture.

•Continuous product knowledge in areas of Golf, and other sporting equipment.

•Lead a staff of twenty associates.

Gategourmet, Washington Dulles International Airport

February 2001 – March 2003

Quality Assurance Manager


•Assigned to streamline, and improve operational process of the Transportation Department.

•Budgeting, scheduling, and training for one hundred ninety five United Airlines Flights.

•Safety Quality Assurance for forty-five truck drivers.

•Lead Customer Relations for United Airlines Account.

•Special Assignments in St. Louis, MO, and Atlanta, GA to install same Transportation Quality Assurance Program I established at Washington Dulles.

LSG Sky Chefs, Washington Dulles & National Airports

July 1998 – January 2001

Customer Service Manager


•Account Manager for eighteen Northwest Airlines Flights daily. Ordering proper food and equipment for seventeen domestic flights, and one international flight. Directly responsible for customer relations with Northwest Regional Catering Representative.

•Department Manager for the Customer Service/Transportation

Departments. Lead six managers, twelve coordinators. Oversaw operations for fourteen airlines, and two hundred daily flights.

•Department Manager for Equipment and Sanitation. Lead five supervisors, and fifty eight hourly employees while responsible for the logistics, cleanliness, and Liquor Beverage responsibilities for a catering unit servicing ten airlines, and two hundred flights a day.

•Operation Supervisor assigned to the Equipment and Sanitation Department. Managed fifty-eight hourly employees, while responsible for the logistics, liquor beverage operations for a catering unit servicing ten airlines, and two hundred daily flights.

DynAir, Virginia Beach & Dulles, VA

April 1997 – April 1998 Regional Manager


•Regional Manager for a cargo ground handling company, hiring Station Managers, conducting station audits, customer relations, and station troubleshooting.

•Oversaw ramp, cargo, and customer service duties.

•Constructed budgets, administration, and human resource responsibilities.

United Airlines – New York, and Various Worldwide Locations

June 1991 – December 1997 Customer Service Manager


•Team Advisor Shuttle Operations. Managed Customer Service and Ramp Service in the Shuttle by United operation at San Francisco, CA.

Responsible for thirty-one Customer Service Representatives, forty-one Ramp Servicemen, and sixty-eight departures daily. Focused on on-time zero, while working within a budget, and establishing cultural change.

•Supervisor Ramp and Cargo Service. Managed a shift at a gateway. Responsible for the operating budget for JFKCG, conducting the monthly Operating Expense Reports (Budget Reviews) with Station Manager. Collateral assignments included de-icing training and operating procedures, CG training, cultural change training, and various station task teams. Special assignments included the management person in charge of ramp, cabin, and catering services for the start up of the “Round the World Service” in New Delhi, India. Working with various Contract Service

Organizations, establishing proper working relationships, and insuring United Airline procedures were followed. Established an exchange program with sister stations, Hong Kong, London, Los Angeles, and Tokyo. Working at these stations, assisting in their operations, while breaking down cultural barriers.

•Customer Service Director International. Managed a specific portion of the JFKCS daily operation, i.e. gates, lobby, and international arrivals. Directed the efforts of a staff of Customer Service Representatives in the areas of check in, ticket issuance. Responsibilities included assuring the progress of United Airlines’ customer satisfaction ratings in the International and

Transcontinental markets. Special assignment, established the Service Director program in Brazil. I worked with the station manager of Sao Paulo, and Rio De Janeiro, planning and organizing the commencement of the Service Director program for these two stations in United Airlines Latin American Division. Following the implementation of the program, I was the acting manager for Sao Paulo, and Rio De Janeiro for one year.

•Customer Service Representative. Responsible for ACI check in, ticketing, gate management, baggage service, and international arrivals. Front line employee and an international gateway for United Airlines.


University of Oklahoma, Norman, OK

BA - History

June 1991


References are available upon request.

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