RUSSELL SWANEY

adidv8@r.postjobfree.com 808-***-**** Aiea, HI 96701

Summary

Seasoned customer service professional. Effective working within team environment with minimal or no supervision. Detail-oriented with over 20 years of hands-on experience in diverse work environments. Customer-focused individual proficient in managing workload and client relations. Recognized for meeting and exceeding all expectations through attentive, individualized service and concise communication. Skills

• Problem Resolution

• Customer Service

• Account Management

• Shipping and receiving understanding

Experience

Delta Airlines Honolulu, HI

Customer Service Agent

03/2008 - 08/2020

• Responsible for providing leadership to direct reports supporting frontline teams and the operation at the Cargo Customer Service Center.

• Responsible for creating a climate for high performance to support corporate cargo initiatives and system cargo performance.

• This position facilitates the development of best practices and continuous process improvements.

• Ensures adherence to the Safety Business Plan.

• Ensures distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity.

• Key communicator of timely and accurate information.

• Sets priority standards and ensures adherence to these standards by self and others.

• Inspires and motivates employees to do their best.

• Champions changes and leads other through. Strategic in thought and processes and decision making.

• Responsible for the leadership development of direct reports through mentoring on-the-job training and delegation, and continually provides targeted support, guidance, coaching and motivation based on individual needs.

• Measures and analyzes direct report's performance through the use of performance management tools, available customer service and operational metrics, job shadowing and direct observation.

• Responsible for the timely completion and delivery of performance, quality assurance observations, performance discussions, logs, documentation and administrative action.

• Continued training and development in building leadership capabilities as expected.

• Develops both strategic and tactical plans that create a safety- conscious environment resulting in employee safety and well-being. Hawaii Super Ferry Honolulu, HI

Assistant Port Manager

01/2006 - 03/2009

• Train, schedule and manage employees in daily tasks

• Develop good customer relationships and addressing customer service needs

• Manage inventory, maintenance, equipment and other operational functions

• Develop strategies for better workplace efficiency and goal achievement

• Liaise between managers, customers and employees

• Ensure positions were filled to maximize space efficiency aboard ferry

• Engage with customers to ensure safety aboard the vessel whilst maintaining a high level of customer service.

• Maintain safety and security protocols per Corporate / TSA/DOT Harbors Division requirements

• Certified Forklift, Skytrak Lift, and Ramp operator Aloha Airlines Honolulu, HI

Ramp Operations Manager

02/2003 - 03/2008

• Managed day-to-day shipping and receiving to ensure customer satisfaction.

• Conducted daily safety audits on equipment to ensure operational safety.

• Followed and enforced policies and procedures required by FAA/ DOT/ and TSA.

• Reported maintenance and repair needs for transportation vehicles and equipment.

• Provided excellent service and attention to customers when face-to-face or through phone conversations.

• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

Education and Training

University of Hawaii- Leeward Campus Pearly City, HI Associate of Science in Marine Technology/ Oceanography 05/1975

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