Customer Service Manager

JR JOHN REYES

Rego Park, NY ***** 718-***-**** **********@*****.***

PROFESSIONAL

SUMMARY

An effective leader with a strong focus on safety. Able to communicate precisely, inspire teammates and build relationships of trust while working towards common goals.

SKILLS Leadership Communication

Adaptability Time Management

Team Building Conflict Resolution

Customer Needs Assessments

Organizational Skills

Customer Service Support

Customer Experience

Customer Inquiries

Service Quality

Collaborative Team Player

Microsoft Windows and Office

Client Relationships

WORK HISTORY SENIOR OPERATIONS MANAGER 08/2022 to CURRENT Success Academy Springfield Gardens

Manage a team of 4 to ensure day to day operations run smoothly on a consistent basis; provides assistance in support of planning and implementation of processes for program/project management Conduct weekly 1 on 1 meetings with each team member to recap previous and upcoming tasks; facilitate in depth analysis of data by identifying struggles and accomplishments to ensure its reliability. Assist in the coordination of project planning and preparation. Highlight detailed examples to work on to improve work quality on a weekly basis Maintained and prioritized to-do-list and followed up to complete tasks on-time

Assist in the preparation of budget proposals

Gathered accurate data for scholar health records (MAFs, Immunization Documents, Physical Forms etc.) along with staff and scholar tech for according audits

Educated staff on organizational mission and goals to help employees achieve success

Assisted in achieving Network requested deliverables on time and in it's entirety for appropriate grading

Developed and maintained vendor relationships to streamline work flow such as purchase orders, work orders and logistics for field trips Ensure that requisite information is included and justified in terms of proposed activities

CUSTOMER SUPPORT MANAGER 02/2021 to 08/2022

Z League Queens, NY

Manage and moderate numerous discord channels to promote customer engagement while ensuring community guidelines are adhered to Managed a team of 12 customer support representatives, providing ongoing training and development opportunities.

Communicate updates, promotions and announcements in a professional and timely manner across all discord channels

Collect customer feedback, data and experience to be collaborated with the operations and marketing teams

Assist with troubleshooting (website, in game stat recording, etc.) in real-time to provide the best customer service possible Organize successful community events and promotions Reduced response time to customer inquiries, ensuring timely assistance with their concerns via Live Chat, Email and Social Media CUSTOMER SERVICE SUPERVISOR 03/2018 to 07/2020

Alaska Airlines

Welcome and greet guests upon arrival and assist with checking in to the lounge

NYC Food and Beverage Safety Certified

Prepare food, beverages, liquor and barista service to the guests Assist with guest inquiries regarding memberships, flight information, seat assignments and various other guest needs

Coordinate weekly delivery orders (food, liquor and miscellaneous lounge products) with the corresponding

Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.

Enhanced team productivity through regular coaching, feedback, and performance evaluations.

Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.

OPERATIONS CONTROL CENTER SPECIALIST 08/2016 to 03/2018 Virgin America

Center point of communication across over 25+ stations to ensure optimal operation safety and

performance

Update flight departure and arrival times via MCPlot in accordance with VX departure times and delays

Coordinate with ATC in regards to airport operations (Ground Delay Program / Ground Stop)

Work alongside Maintenance Control Center for routine aircraft safety checks and safety items across

entire VX fleet

Communicate with Crew Scheduling Department to ensure legal block times / connection times for both

the flight deck and inflight crew

Report to the Control Center Manager for all station related operational issues that may effect guest

care related issues

Issue mass emails and/or compensation for all guest related matters requiring reconciliation

GROUND OPERATIONS SUPERVISOR 08/2008 to 08/2016

JetBlue Airways JFK International Airport

Motivated and trained employees to maximize team productivity. Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.

Enhanced operational performance to ensure on time departures and correct cargo counts while prioritizing aircraft safety with weight and balance

Encouraged and promoted ideas aligned to business needs and benefits. EDUCATION Bachelor of Science 01/2010

Queens College of The City University of New York, Flushing, NY High School Diploma 06/2004

Forest Hills High School, Queens, NY

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