Customer Service Supervisor

Margot C Ziegler

Charlotte, NC ***** 980-***-**** **************@******.***

CAREER SUMMARY

Over Twelve years of Aviation experience above and below the wing, including various administrative functions and Daily Operational management. While providing the highest levels of Customer Service for internal and external customers. Adhering and implementing all Company, FAA, DOT and local Airport policies and procedures.

WORK EXPERIENCE

AMEX Global Business Travel Charlotte, NC

(Virtual) Corporate Travel Counselor 2019-Current

Arrange complex domestic and international Business travel

for various companies

Air travel, Hotel, Rental cars, Limousine, Train

Counsel clients on efficient and lowest cost within the companies

travel policies

Ensure optimum Customer service, exceptional telephone techniques

Works independently, innovative problem solving skills

Multi skilled in American and Canadian, UK and Australian reservations

Southwest Airlines Charlotte, NC

Customer Service Supervisor II/Baggage Service Supervisor 2015-2017

(In conjunction with all the below Southwest Airlines position responsibilities)

Manage daily operation to achieve on -time performance

Maintain Operations Certification

Audit Operations daily paperwork

Assisted with transition to Amadaues Software

Performed Operation Agent daily tasks

Southwest Airlines (Acquired AirTran Airways) Charlotte, NC

Customer Service Supervisor/Baggage Service Supervisor 2012-2015

Increased NPS score and reduced DOT complains

Achieved passing Corporate Baggage audits

Numerous internal/external performance commendations

Working with Leadership Team and Business partners to achieve station objectives

Assist in training Operations, Customer Service Agents and Business partners of company policies, regulations and procedures

Coordinate work force for daily operation

Book/Modify/ Passenger Name Record

Manage daily operation of Baggage Service office/audits

Review performance/Attendance of Customer Service Agents

Review daily payroll for inconsistencies /errors

Implementation of Union policies

Manage Irregular Operations

Enforce/Training of effective PPE cause and effect

Incident Investigation

Customer Resolution

Maintaining that Crew members provide the highest levels of Customer Service

Daily staffing and overtime

Adhering regulations in the union contracts

Inventory control/Ordering station supplies

Assist customers with special needs

Assist team with transition during acquisition of AirTran Airways

AirTran Airways Charlotte, NC

Customer Service/Ramp Supervisor/Baggage Service Supervisor 2005 to 2012

Monitor/Assign daily operational staffing

Daily Station Reconciliation

Daily Payroll edits/audit

Monthly Audits of Baggage service/Finance/Agents/Safety/Security

Weekly Analysis of revenue and delays

Daily reports to Station Manager

Supervise Baggage Service

Incident Investigation

Facility/Equipment maintenance

Resolve escalated passenger issues

Book/Modify Passenger Name Record

Manage Irregular Operations

Active Communications between all management levels

Supervise and participate in daily operations

Maintain and process employee records/discipline/reviews

Maintain Celebration Calendar

Agent Training including implementation of procedural changes

Aircraft Provisioning/Cleaning

AirTran Airways Charlotte, NC

Customer Service/Ramp Agent April 2005-August 2005

Process customers and baggage to final destination

Greet and provide accurate information to customers

Booking reservations and fare quotes

Daily cash reconciliation

Irregular Operations Rebooking

Book/Modify Passenger Name Record

Assisting Crew Members with issues

Active communication to Management and Crew

Inventory control/Ordering station supplies

EMO Security Search

Baggage Handler/runner

Wing Walker/Marshaler

Aircraft Provisioning/Cleaning

Push Back/Tow Driver

Process radio calls from arrival/departure flights

Communicate baggage and cargo information to Gate

Process arriving and departing flights

Customer Communication

EDUCATION & SPECIALIZED TRAINING

Norwalk Community College Associate Degree in Business Management Norwalk, CT

Danbury High School Business Danbury, CT

Certification in Aircraft Weight and Balance

Certification in CPR and First Aid

Certification in Aircraft Investigation

Certification in Safety Compliance

Complaint Resolutions Officer

Ground Security Coordinator

Word, Excel, PowerPoint

Navatier, Amadeus, Saber

NetTracer

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