Customer Service Operations Manager

Timothy Hosea Jr

***.*******@*****.*** 404-***-**** Atlanta, GA

SUMMARY

Dynamic professional with 36 years of experience seeking Airline Customer Service / Operations Manager role. Proven expertise in operational support, customer relationship management, and strategic planning, with a history of achieving significant profit margins and productivity increases at British Airways and Hallmark Aviation. Skilled in team development, compliance, and multi-channel customer engagement, ensuring high standards of service and efficiency.

WORK EXPERIENCE

Southstar Energy Services Atlanta, GA

Consumer Relations Supervisor Nov 2021 - Present

• Ensure adherence to industry regulations and internal policies to maintain high standards of compliance.

• Oversee team development and performance, ensuring effective handling of customer inquiries and documentation of workflows and processes.

• Incorporate best practices into customer service protocols, enhancing customer satisfaction across various communication channels including phone, email, and social media. Hallmark Aviation Atlanta, GA

Regional Customer Service Manager Dec 2019 - Dec 2021

• Provided operational support and guidance in customer relationship management, process implementation, and adherence to safety and security protocols while maintaining budgetary oversight up to $1.5M.

• Enhanced staff competencies and increased productivity by 50% through effective cross-training initiatives, contributing to the successful launch and operation of new projects in diverse locations.

• Drove a 25% profit margin within the first year of new project operations by leading strategic long-range planning and collaborating with industry leaders on product management. British Airways, Inc Atlanta, GA

Airport Customer Service Manager 1991 - Oct 2019

• Provided operational support and leadership, ensuring adherence to safety and security protocols while effectively managing a budget of up to $2.5M.

• Hired, trained, and developed staff, fostering a skilled team capable of meeting and exceeding company targets.

• Executed successful start-ups and managed operations in multiple locations, resulting in a 20% increase in productivity.

• Drove financial success by achieving a 30% profit margin within the first six months of launching new projects. Air Jamaica, Inc

Supervisor of Customer Service Agent 1999 - 2005

• Delivered comprehensive support to customer service agents, enhancing operational efficiency on both local and international platforms.

• Managed teams to achieve high standards of customer service and effectively resolved conflicts.

• Contributed to human resources initiatives by providing essential project support during the startup phase. Midway Airlines, Inc Atlanta, GA

Inflight Services / Lead Customer Service

• Managed and coordinated inflight services and customer experience for Midway Airlines, Inc, ensuring the highest standards of safety and customer satisfaction were met, while leading a team of flight attendants in delivering exceptional service to passengers.

McDonald’s Company, Inc Pensacola, FL

Assistant Store Manager

• Oversaw daily operations, managed a team of 20+ employees, ensured exceptional customer service, maintained inventory levels, and enforced compliance with company policies and health regulations at McDonald's Company, Inc.

EDUCATION

Pensacola Junior College

Certificate, Dual-enrollment

University of West Florida

Certificate, Musical Theatre

Pensacola, FL

McDonald’s Hamburger University

Certificate

America Career Travel Institute

Certificate

Contact this candidate