Joseph Christopher Palumbo

**** ***** *** ****

Phoenix AZ 85017

602-***-****

ad0jxm@r.postjobfree.com

**** ******* ** *** **** Presented by the National Conference on Citizenship US Air Force Veteran with over 15 years of management experience within Customer Service Environments; People-oriented with a positive, upbeat and cooperative demeanor; Promoting customer service excellence through thorough employee training, mentoring, and team morale building exercises

Excellent listening, verbal and written communication skills Challenges team members and self to learn and understand changing policies and procedures

Ability to multi-task and work independently or in a team Proficient with Microsoft Office suite, and other operating systems Available to work varied hours including nights, weekends, and holidays Proven ability to establish collaborative customer relationships in a fast-paced environment, analyze feedback and adjust accordingly

Excellent customer service skills

Strengthen team members growth through QA Monitoring and coaching Professional Experience:

United Valet Phoenix AZ November 2015- February 2023 Account Manager

• Oversee the training, coaching/counseling processes to ensure that performance standards are met or exceeded.

• Monitor supplies and equipment on each shift to ensure that employees have the necessary resources to successfully perform job requirements.

• Ensure the accuracy and compliance of company time and attendance policies and payroll processes.

• Conduct daily shift briefings, weekly manager/meetings, weekly OPS meetings with Client and monthly staff meetings to ensure a consistent and effective flow of information.

• Respond to and resolve any guest or visitor complaints. U.S. Airways / American Airlines Phoenix AZ November 2011 - November 2015 International Reservations Agent / Variable Training Facilitator

• Train, coach, mentor and motivate current and new hire personnel engaged in telephone sales by providing industry leading customer service by providing excellence in overall customer satisfaction to include concierge level service for every customer.

• Uphold company standards concerning quality and quantity of work to ensure maximum sales effectiveness and standards of efficient and courteous customer service reps

• Onboard new personnel in classes of 20+ for positions at US Airways / American Airlines, in training lasting 10 weeks or longer,

• Coach agent performance via NICE call monitoring, ensuring accuracy using company standards while personalizing to the team member

• Run through classes for Senior agents for the most up to date information, by sharing best practices, using humor and having a thick skin

• Maintain composure, professionalism and confidence under extremely stressful situations

• Promote premier customer service through direct sales utilizing 32+ airlines in over 100 countries.

• Expert in: high volume sales and customer service through direct customer contact

• Provide instant information about flight interruptions, delays, fares and destinations

• Pursue sales opportunities offered by the airline or our partners to maximize revenue.

• Statistics:

2015 Statistics 101% Handle Time, 98% Work Adherence, Expert Quality 2014 Statistics 121% Handle Time, 117% Work Adherence, 99.2% Quality 2013 Statistics 118% Handle Time, 122% Work Adherence, 99.4% Quality

•

U.S. Air Force Okinawa Japan / Lajes Portugal / Izmir Turkey November 1993- July 2002 Air Transportation specialists

● Guaranteed safe and on-time passenger arrival by closely monitoring passengers and route safety and enforcing regulations.

● Inspected vehicles daily to ensure safety operations and continued continuity extending value and life of vehicles

● Answered passenger questions and provided accurate information about schedules, routes, ticket payment options

● Parked vehicles at loading areas for safe passenger and cargo on/off loading b

● Adhered to established protocols and safety procedures for loading and transporting potentially hazardous cargo with a 97% on-time departure reliability rating.

● Coordinated transport of food and medical supplies for passenger and crew in-flight comfort.

● Served as mediator when appropriate to settle conflicts between field personnel flight and ground crews and terminal operations to ensure safety, on-time arrival on/offloading and departure with 100% accuracy for Cargo, passenger and crew personnel accountability.

● Coordinated repairs to vehicles to maintain fleet operations and continuity

● Instructed and proficiently trained all civilians, Airmen, officers and family memebers about driving conditions and hazards on tropical remote islands and in foreign countries where driving laws and customs are very different

● •Mentor Airmen in their Career Development Courses for future weighted promotions

● Trained all staff with updated procedures for safety policies

● Provide and coordinate Distinguished Visitors Services

● Receive, sort, categorize, inventory, track, pallatize, load, cargo onto interr theater and CONUS/OCONUS flights for timely delivery around the world to include Whole blood, HRs, exosives, general cargo, jingles, HHG, mail, Reg MAIL, 999, vehicles, aircraft amd anything else we can fit on an altcraft

Education:

Airman Leadership School, Ft Dix/McGuire AFB NJ, 1999 Air Force Leadership and NCO Preparation

Trinity College, Fairfield CA, 2005-07

Board Certified Pharmacy Technician License # 67009 Rio Salado College, Phoenix AZ, 2011 -

Organizational Management Completion TBD

Train the Trainer program(certificate work completed and adjunct trainer status awarded) Achievements:

USAF Commendation Medal 2000

Presidential Joint Service Commendation Medal 2001 USAF Achievement Medal with Valor

National Defense Service Medal

Kuwait Liberation Medal

NATO Kosovo Medal

NATO Medal

Armed Forces Service Medal

Volunteer Activities:

Ronald McDonald House (24 hour Walk Run Organizer) 1995-2011 Green Room Toys for Tot’s toy campaign and fundraiser (Fundraiser Chair) 2001-2008 Variety Children’s Charity (Black Tie Fundraising Committee Chairman) 2001-2011 Pet me please! (My dog is a therapy dog, he actually does all the work) 2011-present Hunter House (Safe house for abused men and children) 2008-2014 Volunteer Teachers Assistant DoDDS 1994-1997

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