Customer Service General Manager

Carl Pierce

*-**** **. *** *** *.**********@*****.***

Wheeling, WV. 26003 724-***-****

Objective: Seeking a new challenge in a management position to utilize my talents of budget management, business development, team building, and a history of providing impeccable customer service.

Professional Skills Summary

Skilled in the identification of cost drivers and measured performance through established metrics; maintain focus on operational efficiencies, growth patterns and change management ensuring highest quality standards.

As General Manager with Worldwide Flight Services I exceeded projected revenue by $105,000.00 on a budget of $1.8 million while reducing manpower by 7%.

Diplomatic communicator and liaison for various peer groups and different levels of management.

As Manager of Delta Connection Contracts, was appointed monitor for Trans States and Delta Airlines baggage service committee tasked with identifying system issues to developing and enacting action plans to mitigate future service failures.

An adaptable, innovative, proactive and detailed oriented manager who aligns individual and teams focused with corporate goals.

As the Manger of Ramp Services with US Airways Express drafted and implemented a new baggage transfer procedures resulting in lowering the monthly lost baggage score from an average of 50.3 to 2.3 a full point below corporate goal without increasing manpower or cost.

Wide ranging leadership and career experience in customer service.

Station Manager Trans States Airlines, Manager Ramp Services US Air, Store Manager Maple Mountain Home Improvement Store and Project Manager RAED Investment.

Reputation for excepting challenging assignments head on exceeding financial and management goals based on sound financial discipline and uncompromising standards; quickly identifying problems and offering sound solutions.

Station Manager with Trans States Airlines I spearheaded the relocation of the JFK hub operation from terminal 7 to terminal 2 the move consisted of facility selection, build out modifications, and the physical move of operations, ramp services, customer service, in-flight services, hub management staff and regional offices. This move was accomplished on time, under budget causing no service disruptions.

Personality is well suited for fostering a cooperative, buy in spirit among all generations

Responsible for a work force of 450 union employees ranging in age from 18 years of age to 64, I reduced several key metrics through solid communication and daily interaction with the work force.

Carl Pierce Page 2

Work History

Operations Manager Jetstream Ground Services Pittsburgh, PA.

Oversee management of all local business partnerships pertaining to Admirals club, Delta, American and United ticketing lobby, customer holding areas, operation areas and administrative areas. Preformed aircraft turn cleaning, RON cleaning and conducted security searches conducting weekly, quarterly and annual audits. Conducted New hire, annual and job specific training. Participating in monthly and annual FAA inspections

Equipment operator Ten Mile Washington, PA.

Safety Coordinator responsible for training, accident investigation and equipment safety check lists.

Supervisor of Sweeper Truck Operations scheduled and followed through with site visits

Heavy Equipment Operator Excavator, Bulldozer, Front end loader, Skid steer, Telehandler and Dump truck

Property Manager South Point Towers Pittsburgh, PA.

Leased tenable units from 75 % occupancy to 100% within first six month

Rehabilitated 8 untenable Penthouse units achieving 100% occupancy to the building, while

rehabilitating 2 regular units a month and assisted owners in sale of property

General Manager Worldwide Flight Services Pittsburgh, PA.

Exceeded projected revenue by $105,000.00 on a budget of $1.8 million, while obtaining new contracts

Received repeated passenger commendations for providing exceptional customer service.

In my first year as General Manager my Team and I improved our stations Northwest Airline monthly score card from

An average 3.12 to 4.63 qualifying for all bonuses.

Retail Manager Maple Mount Equipment Butler, PA.

Drove sales, exhibited strong leadership and management in all selling departments, and guaranteed 100% customer satisfaction while maximized sales through selective computer-based training.

Redesigned store layout to enhance the shoppers’ experience allowed them to flow through the store with an unobstructed view of the merchandise. Implemented a daily area of responsibility for all employees, giving them a sense of ownership in the store increasing their product knowledge, improving store cleanliness and reducing damage and theft.

Manager Ramp Services PSA Airlines Pittsburgh, PA

Wrote and implemented a new baggage transfer policy resulting in lowering the monthly lost baggage score from an average of 50.3 to 2.3. a full point below corporate goal.

Co-wrote and implemented new training curriculums that providing training consistent with current procedures maximizing operational performance and increased safety awareness.

Selected to collaborate with US Airways Express Training group to quickly draft approve and enact new company training guidelines in response to an urgent FAA mandate for the EMB 145 aircraft.

Station Manager Trans States Airlines Pittsburgh, PA.

Appointed project manager for the JFK hub transition, participating in facilities acquisitions, construction, and choreographing the movement of the customer service group, operations, ramp services, maintenance, in-flight, local and regional support staffs with no chargeable delays.

Named manager of the year in 1998.

Selected Station of the year

Military Service Honorable discharge

Sergeant United States Marine Corp Beaufort, SC.

Meritoriously Promoted from Private through Corporal in less than eighteen months.

Held every vehicle license including MB1A 50-ton crane RT755 crane and Lead for the P-19 Crash tuck proving runs

Held several individual and team records in the Crash Fire Rescue competition show casing proficiencies in my field.

Received Meritorious Commendation for outstanding performance of myself and crew during an aircraft accident saving two lives and limiting property damage that could have exceeded 30 million dollars. And

Received Meritorious unit citation ribbon for outstanding performance during an Inspector General unit inspection.

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