Customer Service Management

Lisa Jones

Staff Management - SMX

Houston, TX **090

*******@*****.*** - 281-***-****

Experienced Customer Service Supervisor/Manager/Trainer with more than 10 years of experience combined with customer service seeking to contribute to and grow with a dynamic, progressive, and innovative organization. Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency.

Highlights

Shares/Sonic/Foms/Sabre/Quik/Cargo Trac/UC360

Time Management/Multi Tasking Abilities

Extensive Cash Handling/Daily Station Close Out

Station Trainer/Senior Lead/GSC-CRO

Jet bridge Operator

Lead Safety and Audit Control

Authorized to work in the US for any employer

WORK EXPERIENCE

Staff Management

SMX - December 2013 to Present

Responsible for leading, directing and guiding a team of 21 agents, to ensure that we provide the most current and recent information in the cargo tracking process. Providing support to both internal and external customers to ensure that shipments arrive to final destination without interruption, as well as activated any and all necessary traces, if shipment (pieces or the entire shipment) does not reach destination complete. Reached out to downline stations, gateways OAL (other airlines) or HUBS to expedite searches and request support from management when necessary. Handled Dangerous Goods shipments, life saving shipments as well as high value or high priority shipments. Conducted monthly new hire training, as well as prepared re- current training for existing employees. Coordinated with HR to ensure that we remained compliant for our semi yearly or quarterly audits to avoid penalties. Worked with CBP (customs border patrol), to ensure shipments are inspected according to regulations and ensure that all International documents have complete/ corrected copies/original before movement, to avoid fines/penalties. Maintaining strong knowledge of flight routes and structures, as well as maintain strong knowledge of aircraft types to avoid possible delays due to shipment size (dimensions, weight and commodity).

Supervisor

TPS - June 2013 to December 2013

Coordinating via radio to ensure that recovery buses on site and at airport terminal to transport flying passengers to and from the secure parking lot/terminal. Monitored DOT compliance and regulations, as well as adhering to company policy to ensure the safety of the flying public, but the employees as well. Responsible conducting daily briefings on current policy changes enforced through higher management/corporate. Enforced time management, effectiveness, punctuality and positive attitudes. Stay at Home Mom

Unemployed - January 2013 to June 2013

Station Trainer

US Airways - June 2011 to January 2013

06/2011-01/2013

Responsible for leading and directing team of 15 to utilize proper time management to ensure flights are dispatched safely and remain compliant with FAA regulations, while providing superior customer service. Ability to analyze problems and reach solutions under high stressed situations in a timely manner to meet customer satisfaction. Flexibility to adapt quickly to continual changes in the industry and following through on enforcing new policies as implemented by the company. Responsible for auditing and closeout of the day's production along with maintaining month's reports and finalizing end o month reports. Familiar developing work schedules for employees. I have also been involved with the interview process, as well as hiring and mentoring new staff members. Also served as a Station Trainer to maintain accurate and up to date training for entire station as well as below wing contract employees. Maintain up to date training records and follow up in regards to training materials. Responsible for maintaining positive working relationships with vendors and coworkers, as well as city, airport, and other airline tenants.

Stay at Home Mom

Unemployed - September 2008 to June 2011

Customer Service Agent

Frontier Airlines - November 2005 to September 2008 Announced flight status updates and information about gate changes over Houston Airports paging system. Coordinated with airport vendors regarding fueling and catering logistics. Created and booked numerous reservations several times throughout scheduled shift. Checked baggage and collected baggage charges. Escorted passengers in wheelchairs from the terminal to the aircraft. Processed reservations, coordinated stand-bys and monitored cabin availability. Tagged checked baggage with appropriate destination with a 100% accuracy rate. Issued travel and hotel vouchers for passengers on overbooked and canceled flights. Printed itineraries and tickets for several passengers. Enforced safety and security measures and protected sensitive zones by System Operations Control Center (SOCC).Determined flight close-out times and completed and verified flight forms. Instructed passengers on all safety and emergency procedures and answered any questions. Monitored compliance with size limitation guidelines for the carry-on baggage program. Responded politely to passenger complaints regarding ticketing and baggage handling. Drove jet bridge to aircraft for passenger boarding/deplaning.

Stay at Home Mom

Unemployed - August 2005 to November 2005

Hub Operation Coordinator

Continental Airlines - Houston, TX - June 1997 to August 2005 Coordinated with airport vendors regarding fueling and catering logistics. Coordinated with ATO and cockpit crews to ensure safety of all souls on board aircraft. Ensured on time departures. Conveyed all reliable information between maintenance and ramp and Airport Ticket Office to ensure safety of passengers coworkers and all departments responsible for the safe dispatch of the aircraft. Secured gate management. Familiar with aircraft size, wing span to foresee and issues with gate usage. EDUCATION

High School Diploma

Thornton High School - Thornton, CO

1995

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