Customer Service Administrative Assistant

ANTHONY MCDOWELL

*** **** ***** #*, ***** Charles, MI 48655

Cell: 989-***-****

***********@*****.***

SUMMARY

Experienced General Manager who excels at building teams and ensuring a high level of quality in performance and

services, and thrives in dynamic, challenging, and fast-paced professional environments.

HIGHLIGHTS

Cost reduction and containment Systems implementation

Staff retention Troubleshooting and problem solving

Relationship building Dedicated

ACCOMPLISHMENTS

Achieved a continuous top rating of "Outstanding" on Financial Controls Audits.

Consistently met, or exceeded, station's budgetary goals.

Successfully developed and maintained relationships with various regulatory agencies. Leading North American station in Quality First Program. Record setting OSHA and safety performance. Built and maintained Emergency Response and Business Continuity Plans. Experienced in managing in a Union environment. More than twenty years of experience in customer and client contact, interviewing, questioning, and assessing pertinent needs and providing solutions. More than twenty years of experience in an office setting involving navigating, obtaining, and processing information between a wide variety of different programs and applications including but not limited to Microsoft Office suite, Cognos, Ultipro, Kronos, payroll software, training software and software used in the retrieval and analysis of performance across a range of metrics. More than fifteen years of experience as an administrative assistant in an office setting which included all the inherent duties and responsibilities, written and verbal communication, customer, client and staff support, and all secretarial duties. More than twenty years of experience producing and processing a wide variety of paperwork, reports, audits and investigations in a highly deadline oriented environment. During my years of customer service I have received extensive training in dealing with a customer base that may at times be irate, confused, under stress, intoxicated, and in unfamiliar situations and environments.

EXPERIENCE

AIR WISCONSIN AIRLINES CORP.

Appleton, WI / MBS

General Manager 11/2006 to 07/2016 40 hours plus per week

Successfully led staff of up to 41 customer service agents, through transition from mainline to vendor servicing of both

the Northwest Airlines and United Airlines products. Consistently met or exceeded budgetary and operational

performance goals. Extensive experience with three airlines and numerous flying partnerships. Led teams that have passed every operational and regulatory audit.

Anthony McDowell

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REPUBLIC/NORTHWEST AIRLINES

Minneapolis, MN

Customer Service Agent /Supervisor/Administrative Assistant 09/1979 to 12/06 40 hours per week

Experiences include Line Station positions at FNT, LGA, DTW, and MBS. Served in a variety of positions which included

ramp, operations, sales, customer service, and station administration. During most of my tenure with Northwest Airlines (15 years) I served in the capacity of Administrative Assistant/Agent. This was an office environment and included: Written and oral communication with customers, clients and vendors. Data processing and retrieval. All station file maintenance. Calculations involving billing, budgeting, payroll and accounts receivable. Paperwork and report processing with a decided emphasis on accuracy and the requisite deadlines. Customer contact was a part of my daily duties involving information gathering, providing solutions and problem solving.

LEADERSHIP PROGRAMS AND CERTIFICATIONS

GSC CRO United Airlines Emergency Response Special Assist Team Leading Employee Engagement Building Blocks

to Effective Teams Creative Teamwork Developing Successful Leaders Developing Your Coaching Skills

EDUCATION

Michigan State University, East Lansing, MI 81 credits earned

Mott Community College, Flint, MI 78 credits earned

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