Customer Service Power Plant
Resume:
Mark A Samlaska
Seattle, WA *8116
(206)310 – 0730 Home
*.********@*******.***
Qualifications
- Successful experience in customer service and personnel management for two major corporations.
- Quality-oriented professional with a reputation for service, satisfaction, and results.
- Proven ability to manage multiple tasks, projects, and assignments simultaneously.
- Creative troubleshooter able to quickly identify and resolve problems.
- Effective communicator able to clearly present complex information to diverse audiences.
- Solid leader able to build and mentor highly productive and loyal teams.
- Regularly selected for special projects and assignments due to positive attitude, competence, and willingness to learn new skills.
- Demonstrated ability to quickly learn and utilize new methods, systems, and technologies.
- Recipient of several service and achievement awards in recognition of accomplishments.
- Respected by customers, managers, and associates for follow-up, integrity, and excellence.
Professional History
Hanjin Global Logistics, Seattle, Washington 2014 to 2015
Office Superviosr - Work directly with shippers and US Customs. Preparation and knowledge of required documents. Thorough understanding of critical weight and balance issues. Specific and overview of transportation security issues. Complete knowledge of airway bill procedures, cargo operations, accepting, and dispatching of cargo. Supervisor office employees and day to day activity.
United Airlines, Seattle, Washington 2013 to 2014
Customer Service Agent - Work airport operations, checking in customers for their flights and rebooking due to irregular operations. Work with our VIP customers on making travel arrangements.
Frontier Airlines, Seattle, Washington 2010 to 2012
Station Training Coordinator - Train employees with new policies and recurrent training that is due for annual training. Lead day to day operation of flight arrival and departures.
Menzies Aviation, Seattle, Washington 2009 to 2010
Customer Service Supervisor - Directed a wide range of airport operations for major international carrier. Key areas of responsibility included ticketing, luggage service, customer satisfaction, and gate operations. Reported directly to customer service management group. Assured compliance with all company FAA regulation and policies.
LSG Sky Chefs, Seattle, Washington 2008 to 2009
Customer Service Supervisor - Work dispatch operations with catering of airline flights and making sure that team are leaving the kitchen ontime and with the right equipment for the customer. Working closely with Alaska Airline to ensure quality and customer satisfaction.
Aeroground, Sea-Tac Airport, Washington 2006 to 2006
Terminal Manager/Customer Service Supervisor - Supervised and managed customer accounts, working with team members to deliver quality service to our customers that we serviced. Managed a group of employees both in warehouse and customer service operations. Help to resolve external customer issues.
Bowne Marketing and Business Communications, Kent, Washington 2006-2006
Information Project Manager - Executes database and direct marketing data processing work in accordance with client requests, postal standards, and established internal procedures in a timely manner. Performs quality control procedures to ensure accuracy of output. Seeks way to improve client processed and departmental procedures.
Northwest Airlines, Sea-Tac Airport, Washington 1998 to 2006
Customer Service Agent Cargo - Work directly with shippers and US Customs. Preparation and knowledge of required documents. Thorough understanding of critical weight and balance issues. Specific and overview of transportation security issues. Complete knowledge of airway bill procedures, cargo operations, accepting, and dispatching of cargo.
Customer Service Supervisor - Directed a wide range of airport operations for major international carrier. Key areas of responsibility included ticketing, luggage service, customer satisfaction, and gate operations. Reported directly to customer service management group. Assured compliance with all company FAA regulation and policies. Trained, scheduled, and supervised a 70 member service team. Facilitated daily staff meetings to identify strategies, implant new procedures, and resolve problems. Performed employee evaluations and development activities. Established reputation as an approachable and effective supervisor resulting in high team morale, productivity and loyalty. Immediately resolved customer concerns and issues which have become increasingly complex in the post 9/11 era. Regularly receive commendations from customers for professional, courteous, and satisfactory problem resolution. Coordinated activities and operations with other airport and company departments including security, maintenance, and flight crews. Additionally, developed positive working relationships with such federal agencies as INS, Customs, and USDA.
American Airlines, Minneapolis, Minnesota 1986 to 1998
Fleet Service Clerk - As part of a team, coordinated and performed the loading/unloading of passenger bags, mail, and freight and the delivery to respective destinations within strict deadlines. Assured proper apportionment of baggage weight to allow maximum balance for the aircraft. Maintained communications with ground control teams via FAA equipment. Regularly filled in at various workstations including aircraft detailing, repositioning and parking. As lead, directed and supervised other crew members. Developed reputation for quality, dependability, and initiative.
Additional Experience
Loss prevention office, Dayton Hudson Department Store, St. Paul MN (p/t 1995-97)
Computer Skills
MS PowerPoint, MS Excel, MS Word, World Span (PARS)
Sabre
Education
Completed Airframe and Power plant License, Minneapolis Tech College Aviation Center (1992).
General Studies - Normandale Community College (1985-86)
Additional Training
Certified Instructor - Customer Service, Northwest Airlines (annually 2001-04)
Dangerous Goods Training - American/Northwest/Carglux Airlines (1986-2006)
Complaint Resolution Office - Northwest Airlines (annually 1998-2004)
Customers with Disabilities - Northwest Airlines (annually (1998-2006)
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