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Social Media Customer Service

United States
March 19, 2020

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Robert B. Montalbo, Jr.

Location: Dallas Ft. Worth, Texas

Telephone: 972-***-**** cell



Professional Profile

A 15 year, experienced and accomplished Customer Experience Coordinator at DFW Airport, 2018 Air Transport World Airport of The Year. My role, in managing over 700, is to enhance every step of the customer journey through DFW Airport, and to improve the customer experience in every way possible. My job has been to respond to customer’s expectations and provide superior customer service while also improving the experience of parking, checking in, security, wayfinding, food and beverage offerings, restrooms and technology, entertainment options, volunteers, and finding opportunities to improve the customer culture to make it more Customer Centric. DFW Airport assisted over 72 million passengers in 2018. I am a positive and energetic leader who believes in being at ground level to encourage, motivate and produce results. I have developed very strong relationships with air carriers and other airport partners to improve the customer journey from end to end. Developing best care and best customer practices across the board, I have a strong skillset managing a very challenging and diverse airport and providing the world’s best Customer Experience. I also oversee a team of airport staff monitoring social media, responding to text and phone inquiries, monitoring checkpoints with TSA staff, monitoring all baggage systems, monitoring all maintenance and custodial concerns, and being a part of a Data Analytics team using data analysis to be proactive and foresee the needs of DFW Airport customers. I am part of a very dynamic and forward- thinking Customer Experience team and airport. Airport Council International ranks DFW Airport the top-ranking airport for customer satisfaction among large airports. J.D. Power ranking for 2018 put DFW Airport in the top 5 in North America. Customer Experience is more than just Customer Service. Areas of Expertise

• Customer Experience Leadership Operations

• Human Resources Management Communications/Writing

• Human Behavior Airport Psychology Revenue Opportunities

• Customer Journey Customer Mapping Linguistics

• Security VIP Meet and Greet Volunteers

• Emergency Management Community Engagement Employee Engagement Professional Experience

Customer Experience Coordinator May 2017 to Present DFW Airport Manage and direct a group of over 700 Customer Experience staff at one of the world’s busiest airports, focusing on the complete customer journey from end to end, to include all customer contact. I am the written voice of DFW Airport as I oversee all email responses to the public, supervise phone, social media, and ground level customer engagements and I resolve conflicts. I am a front-line manager responsible for a very large budget, leading teams serving a very diverse domestic and international customer. Oversaw a complete brand change at DFW Airport while increasing customer satisfaction scores and making DFW Airport 2018 Air Transport Airport of the Year. Implemented Wait Time Technology at checkpoints to give customers real time information. I also oversee the DFW Airport VIP Meet and Greet Program serving celebrities, heads of state, politicians, diplomats and foreign consulates, Federal Bureau of Investigation and United States State Department. Key Achievements

• 2018 Air Transport Airport of the Year Implemented Wait Time Technology/Checkpoints

• Prioritization Criteria for Planning Attitudes and Trends of Customers

• Smart Restroom Technology Improvements to Facilities

• Developed Dynamic Signage Standardization of Customer Amenities

• Biometric Baggage Drop Special Assistance Improvements

• Developed Integrated Operations Center Improved Curbside Experience

• Ground Transportation Improvements Produced several professional newsletters Customer Experience Supervisor June 2005 to May 2017 DFW Airport Lead and managed a customer service team of over 500 hundred staff and volunteers, creating moments of WOW for DFW Airport guests, from parking to boarding, the complete customer journey. Resolving and managing conflicts, improving morale and employee engagement, improving customer amenities and developed improvements to People, Product, Processes, and Premises. Improved Employee Engagement scores by 15% year to year trend to a record high 98%. Recognized for Excellent Customer Service by City of Dallas Mayors Council and DFW Airport. Professional Development

• Working on Master’s Degree in ESL

• Working on American Association of Airport Executives Certification

• Volunteering Teaching ESL

• Certifications from Berlitz Language School: Spanish, Portuguese, Italian, French

• Dallas County Emergency Management

• Disney Institute Customer Service Summit


• Enrolled in Master’s Degree Program: English as a Foreign Language, North Texas State University

• Completed Bachelor’s Degree: Psychology and Journalism, Texas State University

• Completed Bachelor’s Degree: American Literature/Creative Writing, Southwestern University

• Completed Associate’s Degree: Radio, Television, Film, Central Texas College

• I am fluent in Spanish, Portuguese, Italian and semi-fluent in French and German. Early Career Summary

• Full Time Operations Supervisor, United Parcel Service, Dallas, Texas, April 2000 to May 2005

• Co-Manager, Kroger Food Stores, Dallas, Texas, April 1997 to December 2000

• Project Manager, Department of Labor, Philadelphia, Pennsylvania, January 1995 to January 1997

• Unemployment Insurance Claims taker, Ft. Worth, Texas, September 1991 to January 1995

• Account Executive, Univision, CBS and FOX Television Networks, August 1987 to August 1991 Information Technology

• Versed in all Microsoft Applications

• Versed in HTML/Code

• Versed in Fortran and Cobalt

• Versed in DOS

• DFW Airport Board Certified Emergency Management

• Volunteer Integration Software

• A+ Certification from Microsoft

• Data Insights Google Cloud Platform Certification

• Google Cloud Architecture Course


• I am an accomplished musician playing piano, guitar and harmonica

• I am a professional Disc Jockey and Voice Over Talent

• I have a strong background in Media and Media Relations References

• References submitted upon request

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