Airline Industry
Resume:
William Dean Hecker
ST. Joseph, MO 64506
***********@*****.***
OBJECTIVE:
To obtain a career that provides challenge and diversity, as well as the opportunity to expand my knowledge.
Skills: Typing, Filing, 10-Key, Payroll and Union Contracts
Abilities: Good Customer Service skills with decision making and problem solving.
EXPERIENCE:
Customer Service Agent February 10, 2015 - Present Airlines
Kansas City MO
Handles ticketing and airport check-in by operating a computerized point-of-sale system, boarding, baggage service, reservation and resolving passenger complaints and problems.
Customer Service Supervisor - June 14, 2009 - January 2015
Air Tran Airways/Southwest Airlines
Kansas City MO
Supervisor ticket counter, gate, baggage service and ramp agents.
Implement and enforce policies that are consistent with Air Tran /Southwest.
Maintain personnel files, status changes, termination and hiring.
Oversee aircraft security on arriving and departing flights.
Help handle problems and complaints that passenger have about flights, baggage service and check-in.
Update aircraft fuel tickets
Shift Manager - January 2,2004 - June 14, 2009
America West/US Airways
Kansas City Mo
Supervise ticket counter and fleet service agents
Direct and coach customer service agents while handling customer service challenges.
Develop and coach agent on proper customer procedures.
Implement and enforce policies that are consistent US Airways.
Do audit on fleet service agent on loading of baggage, mail and freight.
Assit with payroll.
Plan emergency drills, safety audit.
Over see aircraft security, Ron sheets.
Customer Service Supervisor - November 28,1994 - January 2, 2004
Trans World/American
Supervise of airport operation for TWA.
Coordinated ground security.
Serve on special assignments team in Saint Louis, MO.
Over see domestic and international check-in.
Maintain positive boarding control on international flights.
Create late and damage claims.
EDUCATION:
Trans World Travel Academy, Saint Louis MO
Travel and Tourism
Computerized reservation, sale, car rental, hotel booking, trains and cruise line tickets.
Rock Port R-2 High School, Rock Port MO
Diploma
General Studies
COMMUNICATION:
Give morning and afternoon shift briefing on daily system operation.
CERTIFICATE:
1995 - Customer Service Agent/Ground OPS Training for TWA
1996 - Initial GSC training
1998 - Eagle Award TWA Human Resources
1999 - Auto/Manual Weight and Balance training
2001 - Customer Service/Ground OPS for American Airline
2004 - TRAC Leadership for America West/US Airways
2012 - Perfect Attendance Award
REFERENCES:
Julie Price
Megan Cooper
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