Customer Service Operations Manager
Resume:
Laurie Deborah Mie Lum
**-*** ****** **** ********, Hawaii 96789
**********@*****.***
Professional Profile
Have been employed at HNL (Honolulu International)airport since 2002
Member HNL Spokes
Member HNL Concessionaires
Work with major Airlines
Interface and work together with Homeland Security on Airport matters
Trainer for AS/AA/PR
Interface and work together with VIP (State) to ensure proper customer service at HNL airport
Representative for Philippine Airlines in HNL ATWG (Airline Technical Working Group)
Representative in AOC and ACH
HNL EWG Co-Chair
AYSO Board Member
Professional Accomplishments
Train the Trainer/Instituted MSP and programs that meet TSA, State and ACAA guidelines
State Water and Environmental training for travel industry
Screener (Airline industry) training
Cargo and Catering Inspection
Mitigated fines for Airlines with Homeland Security
Investigate and Report n ACAA Complaints for Airlines
Instituted and created various programs for training
Written various SOP’s for Airlines to update and ensure compliance as well as safety in various areas
Hazmat
Fire Safety
IED
Customs Protocol
Animal Quarantine
Insider Treat
ADA Training
“Aloha” training catering to Tourist Industry
SMS trainer for Airline
Customer Service
Work with Greeter and Transportation providers servicing HNL to ensure travelers have exemplary experience
Volunteer work for “Sweet Breads “ catering to environmental awareness and local, organic and sustainable products
Certified GSC (Ground Security Coordinator)
Certified CRO (Complaint Resolution (Official)
Floral Designer
Worked with companies to provide flowers to tourist for weddings
Have provided hotels and downtown buildings with regular arrangements
Teaching Assistant to Bill Hixson focus on International students in Hawaii
Coordinator of “Teleflora Wedding Segment Hawaii Convention”
Provided floral design work to State of Hawaii Legislature opening (Stage) 2001-2017
Tutoring Kapiolani Community College for various departments
Work History
July 2021-Present
Customer Service Manager Operations,
WFS (Worldwide Flight Services)
December 2020-Present
Trainer, SAS Hawaii Services
July 1, 2014
To March 25, 2020
Operations Manager, Paradise Hawaii Airline Services/Roberts Hawaii, Honolulu, Hawaii
To June 30,2014
Member Manager, Paradise Airport Services, LLC, Honolulu, Hawaii
August 23, 2002
To December 31, 2008
Director of Operations, Paradise Skycap Services, Inc., Honolulu, Hawaii
Education
High School
Roosevelt High School
Honolulu, Hawaii
Kapiolani Community College
Diamond Head Campus
Advanced Certifications
Hixson School of Floral Designs
Lakewood, Ohio
FEMA ICS Training
ICS100/ICS200 Certification
References
[References are available upon request.]
Contact this candidate