Customer Service Coordinator
Resume:
MICHAEL
OKERE
********@*****.***
Houston, TX 77042
Bold Profile
Skilled leader and problem-solver with a 30 years record of success overseeing travel work. Excellent maintenance and repair abilities demonstrated in airlines and travel settings. Resourceful in coordinating supplies and personnel to meet any need. Experienced Service Coordinator with 30 years of responsibility in aviation agencies. Extensive professional network of service providers and proven history of effective work. Skilled Service Manager knowledgeable about forecasting department goals and objectives. Highly effective at driving quality and service improvements to cultivate loyal, satisfied customers. Hires, trains, motivates and monitors performance of all service department staff. Organized and motivated employees eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Flexible hard worker ready to learn and contribute to team success. Program follow-up and assessment Community resource expertise Family service plans Accurate recordkeeping MS Office expertise Ongoing client support Basic math Active listening Work ethic Computer skills Clerical Planning Time management. Dedicated airfield operations expert with aviation industry experience. Proficient in airfield maintenance, aircraft fueling and aircraft ground handling operations. Talented at implementing new airfield operations protocols and enforcing compliance with aviation regulations. Hardworking and passionate job seeker with strong organizational skills eager to secure supervisory level [Job Title] position. Ready to help team achieve company goals. Hardworking Flight Operations skilled in managing aircraft operations to promote passenger safety and aircraft efficiency. Well-versed in maintaining flight logs with accuracy. Desire to bring 30 years of airport experience to employers. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
PROFESSIONAL SUMMARY
Air Canada - Aircraft Services Ramp/ Flight Operations Coordinator 03/2010 - 03/2023
WORK HISTORY
Contributed to business growth by confirming customer satisfaction with service and quality
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Monitored documentation procedures to maintain consistent policies and current records
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Recognized by the supervisor for maintaining accurate and timely records despite heavy caseload
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Coordinated wide range of services for multiple ground handling companies and airlines customer service areas
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Partnered with clients to develop reachable goals and reasonable action lists for individualized service plans
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Established quality standards for service team members and evaluated progress
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SKILLS
• Aircraft Clearing
• Chemical Cleaning
• Flight Plan Coordination
• Weather Report Interpretation
• Active Listening
• Notice Decoding and Encoding
• Aircraft Mission Dispatching
• Safety Improvements
• Safety Protocols
• Safety Violations
• Travel Arrangements
• Airlines Reservations Systems
Sebra, Amadeaus, World Span
and Apollo
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• Microsoft suites, Apple IOS
• Flight Record Maintenance
• Facility Operations
• Passenger Support
• Quality Assurance
• Administrative Support
• Time Management
• Procedural Changes
• Incident Reports
• Complex Problem-Solving
• Professional Communication
• Airport Rules
• Business Operations
• Alarm Systems
• Weather Updates
• Flight Clearance Processing
• Reservations and Ticketing
• Safety Practices
Key Performance Indicator
Tracking
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• Systems Analysis
• Credentialing Oversight
• Aircraft Emergency Protocols
• Navigation Charts
• Minor Repairs
• Flight Navigation
Physical Security Information
Management
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• Oversee Capital Projects
• Security Regulations
• Safe Handling
• Status Updates
• Coordinate Communications
• Rules of Force
• Intuit Quick Books
• Filemaker Pro
• Operational Efficiency
• Office Support
• Aviation and Transportation
• Equipment Efficiency
• Greeting Visitors
• Safety Audit
• Traffic Maintenance
• Continuous Improvement Process
• Dispatching
• Fixtures
• Airfield Management
Obafemi Awolowo University of Ife
Ile Ife Nigeria • 09/1989
Bachelor of Science: International
Relations
And Diplomacy Thesis: East African
EDUCATION
Scandinavian Airlines System, SAS - Reservations Executive Coordinator
01/2001 - 08/2009
The Park Group Inc - Airlines Ticket Auditor
04/1998 - 12/2000
Identified and contacted appropriate community resources on behalf of clients
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Scheduled and conducted workshops and events on local, state and federal resources available to clients
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Delivered positive reinforcement and constructive criticism for employee work efforts
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Monitored employee work levels and optimized performance with strategic approaches
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Coordinated efficient maintenance schedules to keep systems running at peak levels
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Maintained optimal supply levels to meet expected demands without overreaching budget targets.
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Assisted customers via phone by providing confirmations, answering questions and offering general information
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Optimized cashflow by securing and fulfilling reservation requests promptly
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• Researched and resolved all customer issues
Verified guest information and payment options ensuring accuracy and completeness
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Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services
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• Suggested amenities suited to clients' needs
Summary Skills Experience Provided clients with assistance in preparing required travel documents and forms
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Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries
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Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
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Worked with maximum efficiency to evaluate operational and financial control systems during audits
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Determined and detailed gaps in process, procedure and system controls
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Created and implemented an audit program that could identify risks and assess compliance requirements
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• Analyzed audit areas' design and operational effectiveness Administered internal auditing programs through use of data analytics software
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Completed order transactions and generated travel documentation and detailed itineraries
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Monitored new trends and technologies related to audit areas to implement modifications in processes and procedures
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Inspected internal controls for businesses in various industries to determine compliance with Bank Secrecy Act
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Contacted and verified will-call orders and cancellation list or past customers to offer last-minute ticket options
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• Greeted crew members, flight attendants and passengers
• Responded politely to passenger complaints regarding ticketing and Economic Cooperation zone
Kiwi International Airlines - Operations Service Manager 11/1996 - 02/1998
British Airways, Lagos And Kano - Customer Service Coordinator 03/1991 - 06/1994
baggage handling
Delivered outstanding service by interacting with customers, answering customer inquiries and handling customer complaints.
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Delivered a high level of service to clients in effort to build upon relationships for the future
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Updated clients on a consistent basis regarding projects and answered questions quickly and with knowledgeable support
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• Scheduled clients for appointments to meet all needs promptly Provided exemplary coaching to department employees, realizing successful increase in team morale
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Scheduled clients and managed client exits by ensuring all current and future needs were met
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Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems
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• Motivated, led and supported employees to maintain low turnover Recruited and hired individuals demonstrating passion, dedication and added value to the team
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Pitched in to complete various duties during peak periods or employee absences
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Identified client business and operational needs and introduced services to provide solutions
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Devised and implemented strategies to promote organizational growth, penetrate new markets and improve patient care standards and initiatives
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Reviewed inventory levels and ordered supplies to keep products in stock
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Defined department objectives and monitored performance to facilitate operations.
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Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up
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Collaborated with leadership teams to evaluate previous actions and adjust procedures for handling future issues
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Monitored documentation procedures to maintain consistent policies and current records
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Tracked and reported customer interaction trends to assess procedures and identify opportunities to improve systems
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Established quality standards for service team members and evaluated progress
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Maximized revenue by proactively building and managing key customer relationships
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Worked with sales teams to understand processes and enhance after-sales support
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• Processed customer account changes with proprietary software
• Created call sequencing flow charts to optimize center performance Reconciled accounts, posted daily entries and conducted financial analysis
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• Oversaw logistics for customer deliveries
• Consulted with customers regarding needs and addressed concerns
• Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products
Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
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