Airport Manager Customer Service

Patricia A. Quarless

**** ** **** ******, **********, FL 33319 954-***-**** *********@*****.***

Professional Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Skills

Documentation and reporting

Conflict Resolution

Customer Relations

Professional telephone demeanor

Inbound and Outbound Calling

Application Review

Effective communication skills

MS Office

Organization and Time management

Written Communication

Work History

Customer Service Agent (Direct Interactions), 05/2020 to Current

Ohio Dept. Of Job And Family Services – Seattle, WA

Communicated with people from various cultures and backgrounds on application process.

Documented all communication with applicants and inputted information into system.

Scheduled appointments with applicants to gather information and explain benefits processes.

Offered friendly and efficient service to customers, handled challenging situations with ease.

Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.

Managed over 50 calls per day.

Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

Airport Manager, 06/2015 to 03/2019

Fly Jamaica Airways, Norman Manley International Airport – Kingston, Jamaica

Monitored airfield duties and personnel to make proactive changes to procedures, workflows and task responsibilities to maintain operations targets.

Conducted departure and arrival briefings.

Maintained flight and events logs, aircrew flying records and flight operations records of incoming and outgoing flights.

Managed flight itinerary updates and communicated changes to appropriate air traffic control contacts to optimize movements and protect aircraft.

Trained and developed new hires to drive efficient performance by teaching and emphasizing key skills, procedures and performance optimization strategies from day one.

Maintained energy and enthusiasm in fast-paced environment.

Oversaw daily operations to ensure high levels of productivity.

Airport Manager, 05/2010 to 06/2015

CAL JM Transition Limited, Sangster International Airport

Developed and implemented workforce planning schedules to meet objectives across teams to ensure operational efficiencies.

Responsible for operational and administrative management of both International Arrivals and Departures.

Maintain effective communication with multiple levels of management, work groups and customers.

Analyzed financial impact of program decisions and review performance of program cost and scheduling.

Developed budget proposals and recommended subsequent budget changes.

Addressed medical emergencies and flight operation obstacles as both first responder and emergency management leader.

Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

Developed and maintained courteous and effective working relationships.

Developed team communications and information for meetings.

Education

SUNY Binghamton - Binghamton, NY

Major in Sociology

References

Available upon request.

Contact this candidate