Customer Service Management

Lisa Jones

*** **** ***** **. *******, TX ***** 281-***-**** *******@*****.***

Objective and Skills

Experienced Customer Service Supervisor/Manager/Trainer with more than 15 years of experience in logistics, cargo handling, warehouse and aviation operations 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.

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/Forklift trained/certified

Lead Safety and Audit Control Liaison

Experience

Staff Management SMX - December 2013 to Present

Responsible for daily inventory of active/live cargo shipments. Maintain and ensure freight and balance accurate to avoid loading delays. Monitor inbound/connecting freight as well as local freight being tendered in IAH. Being mindful of passenger loads for commercial aircraft. Ensuring shipments/cargo are within measurement requirements. Responsible for proper DG labeling and handling, ensuring that original documentation meets all guidelines at origin/destination for customs clearance to avoid penalties, fines and delays. Adhering to all FAA/TSA/CBP (Customs and Border Patrol) and OSHA guidelines to avoid fines and maximize revenue for repeat and new customers. Complete all in bond moves, including I.T.’s and FIRMS Codes are correct for smooth clearance/transfer process. Promote accuracy regarding origin, gateway and destinations, HAWB destinations. Responsible for communication to meet customer needs for nearest pick-up/delivery port to expedite handling time. Providing delivery orders and POD (proof of delivery). Actively noticing any special handling of shipment (DG, High Value, Time sensitive...etc.) Speaking with consignees regularly regarding arrival notices and storage charges if applicable. Daily activity of loading/unloading cargo with forklift and securing shipments to avoid claims to maximize profit. Ensuring transit time is shortest route as possible to meet customer satisfaction.

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 by management/corporate. Responsible to communicate with team about time management, effectiveness, punctuality and positive attitudes. Enforcing safety procedures during irregular operations. Constructing new and alternative methods to gain team effectiveness and remain within company metrics.

Stay at Home Mom- Unemployed- January 2013-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 passenger’s 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.

MANAGEMENT

Strong Management and Leadership skills to enhance customer experience and generate repeat revenue. Responsible for daily station close out process. Ensuring accurate and timely deposit of monies collected daily.

LEADERSHIP

A MEMBER OF SAFETY AND AUDIT CONTROL COMMITTEE. ENSURE THAT STATION REQUIREMENTS AND GROUND EQUIPMENT ARE WITHIN COMPLIANCE.

Education

DIPLOMA 05.27.1995 THORNTON HIGH SCHOOL

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