Customer Service Administrative Support

AUDREY MAHAL

Bushnell, FL ***** · 315-***-****

************@*****.***

Motivated Leader with 20+ years of progressive experience in the Aviation Industry, with proven abilities to drive diverse direct reports to accurately and productively excel in industry leading operational and customer facing environments. Team player dedicated to leading direct reports in career/skill growth while supplying senior administrative support, resulting in the development of customer/client solutions and escalation management. Also, an online business owner/CEO of a pet product website.

SKILLS

Fluent in Multi-lingual Languages: English and Urdu (Verbal and Written Communication), Hindi and Punjabi (Verbal Communication).

Administration – Adept in Microsoft Office Suite, Medical Billing and Coding, Accounts Payables and Receivables, and Account Management.

Tactful Escalation Management

Knowledge and Proven Adherence of Delta, United States Department of Transportation Compliance Guidelines and Requirements.

Professional Leadership, Time Management, and Conflict Resolution with proficient critical thinking and multi-tasking/management skills

Deadline driven work ethic with detail-oriented and effective management abilities with proven patience and self-discipline.

Effective Trainor and Mentor

Experience with RMS, Campspot, K2 and Stay List.

: EXPERIENCE

2024 till present

ASSISTANT RESORT MANAGER

SUN COMMUNITIES

Job Description

Assisting in the daily operations of a resort, supporting the Resort Manager in areas like staff management, guest relations, budget management, and ensuring high standards of service and guest satisfaction. In charge of a team of 12, from front office to housekeeping and maintenance of a 700 site 55 plus community.

CAMP HOST/SUMMER MANAGER

HO HUM RV PARK (2023-2024)

Job description

Key responsibilities include providing exceptional, thoughtful, and empathetic customer service to resort guests; fosters pleasant and engaging experience via guest interactions, concierge services, front desk operations, and reservation management. Hiring new staff, HR Liaison, Safe responsibility, managing staff, Roster and other general duties. Working with RMS.

RESORT HOST

hilton head island motorcoach resort

2022 TO 2023

Key responsibilities include providing exceptional, thoughtful, and empathetic customer service to resort guests; fosters pleasant and engaging experience via guest interactions, concierge services, front desk operations, and reservation management. Worked with Stay List.

2015– 2022

JOINT VENTURE SUPERVISOR, OPERATIONS MANAGER

delta airlines

Key Responsibilities include policy management and implementation, proactive incident management with internal and external contacts, Network Operations Center (NOC) Specialist and Office Leadership liaison, serving as the primary point of contact for call center operation escalations. Real time monitoring of Res Facility, Operational Performance, and Safety/Emergency protocols. Workforce management that includes real time adherence, employee scheduling, staff resource utilization, and performance metrics monitoring. Actively partnered with Emergency Response and Safety Teams for readiness and compliance. Data Analysis of business trends to identify process and handling improvements. Management of social media digital channels, used to identify customer feedback; not to exclude identification of potential damaging commentary, to include viral outbreaks, and escalation/rectification of such occurrences; business connections, and promotion of Delta branding.

2015– 2020 (CONCURRENT WITH LEADERSHIP ROLE)

NEW HIRE CLASSROOM TRAINER

delta airlines

Key Responsibilities include facilitation and implementation of corporate-developed training programs for new hires, in-depth review and instruction of Aviation regulatory compliance protocols, monitoring of trainee progress and knowledge of supplied material, and communicated with hiring managers and HR regarding employee performance during orientation and training.

2007 – 2015

CUSTOMER SERVICE AGENT, RESERVATIONS SALES AGENT

delta airlines

Key Responsibilities Include maintenance of safe and secure work environments, providing exceptional, thoughtful, and empathetic customer service while on duty in Airport Gates, Ticket Counter, and Baggage services. Responsible management of daily currency and company assets. Effectively interacted with a globally diverse customer/client base, fostering a positive travel experience; proactive incident management and rectification in fast-paced environments, while demonstrating a positive, professional attitude.

2006-2007

MEDICAL ASSISTANT

SAMARITAN HEALTH

Key responsibilities include taking vital signs, helping with PAP smears, Strep test, minor surgeries, Blood draw.

2005-2006

TOXICOLOGIST

AMERITOX

Working with the pain management clinic, collecting urine samples and bagging them and sending them to the lab for analysis.

1990-2001

RESERVATIONS SALES AGENT

BRITISH AIRWAYS (London Heathrow)

Key responsibilities include Sales and reservations. Selling tickets, Making reservations. Collaborating with travel agents and private customers. Liaising with VIP travel. Booking car rental and hotels as part of the package for customers.

1/1986-1990

SECURITY OFFICER

TWA (London Heathrow)

Questioning passengers for security reasons. Searches, Baggage X-rays, passenger scanning. Aircraft search.

EDUCATION

MASTER’S BUSINESS ADMINISTRATION, MBA University of phoenix

BACHELOR OF SCIENCE MANAGEMENT, university of phoenix

MEDICAL ASSISTANT, computer career center

(el paso, tx)

INSTITUTE OF LEGAL EXECUTIVES, CERT. west thomas college

(london, uk)

ACTIVITIES

Active member of the National Society of Leadership and Success (NSLS)

Prior volunteer for Veteran’s Employee Network, during tenure with Delta Airlines.

REFERENCES

Available upon request

Contact this candidate