Customer Service Employee Relations
Resume:
***** ******** **, ******, ** *****
*******.***********@*****.***
Education
Bachelor of Science - Airport Management/Aviation Science
Minor in Transportation
Texas Southern University - Houston, TX
1999 to 2006
Work Experience
Supervisor _ Customer Service
United Airlines – Denver International Airport, Denver CO
Leads the Hub team in achieving operational performance goals within a safe and caring environment
Provides direction to the management team to ensure proper staffing levels are maintained while delivering a superior level of customer service
Proactive in building and maintaining a positive work environment, demonstrating effective employee relations, and establishing collaborative relationships among the leadership team and the frontline employees
Responsible for overseeing the completion of operational compliance, audits, financial reporting and budgeting
Consistently models a calm and professional demeanor during periods of high volume or irregular operations
Provides direction to achieve or exceed performance and quality standards and coaches for correction and improvements when necessary
Works with the Business Administration Manager to provide oversight on the scheduling of employees to ensure proper staffing levels to achieve or exceed performance goals and monitors changes in staffing levels.
Works collaborative with stakeholders to ensure all employees are properly trained and understand their assigned duties
Ensures that all employees in the work environment operates in a safe, caring, dependable and efficient manner at all times
Provides oversight to leadership team in that all injuries, incidents, accidents, and/or customer service issues are properly documented and corrected
Complies with all safety, security, and customer service quality standards and procedures.
Flight Operations Manager
Aircraft Performance Group (APG) - Castle Rock, CO
Present
Responsible for compliance of all aspects of company policies within the day-to-day Operations, primarily focused on team performance. Monitoring of daily activities, tickets and concierge requests.
POC for all team members to assist in decision-making for all trip planning aspects.
Provide day-to-day support, leadership, and direction to facilitate safe, reliable service. Lead by example, exemplifying integrity, professionalism and excellent communication skills. Motivate team to achieve results while managing people fairly and with respect. Promote a positive team environment and be committed to the importance of serving both internal and external customers.
●Ensure employees receive company communications and necessary training to include safety, customer service standards, company values, etc. as well as ensuring training and development of employees to improve work performance and maximize employee potential.
●Manage and schedule leave requests for employees and also complete and submit payroll to HR on a bi-weekly basis
●Handle Customer Requests:
Trip Planning Project Manager
Aerovanti Aircraft - Remote
2022-2023
Responsible for compliance of all aspects of company policies within the day-to-day Operations but not limited to Crisis management, customer relations, line operations,
accounting, health, safety and environmental functions.
Provide day-to-day support, leadership and direction to facilitate safe,
reliable service. Lead by example, exemplifying integrity,
professionalism and excellent communication skills. Motivate team to achieve results while managing people fairly and with respect. Promote a positive team environment and be totally committed to the importance of serving both internal and external customers.
Principal Duties and Responsibilities:
As a start-up company, working with leadership in a Project Planning Capacity to roll out service as a Part 91 operator with a focus on meeting all requirements for Part 135 Operation within two years.
●Manage people and facility in accordance with the company's policies and applicable local and Federal laws and regulations. Support financial management activities including day-to-day accounting, budgeting, expense management, etc.
●Manage safety compliance and Crisis response
●Create new opportunities by developing and maintaining relationships with customers and local airport administration. Interview, hire, and train/provide for training for employees; conduct merit and performance reviews; plan assign, and direct work while ensuring appropriate staffing levels are maintained; address employee relations issues with the support of the HR Manager.
●Ensure employees receive company communications and necessary training to include safety, customer service standards, company values, etc. as well as ensuring training and development of employees to improve work performance and maximize employee potential.
●Manage and schedule leave requests for employees and also complete and submit payroll to HR on a bi-weekly basis
●Handle Customer Requests:
Exhibit Room Specialist
King County Department of Judicial Administration – Seattle. WA
2021-2022
Train and direct support employees assigned to the Exhibit Room. Maintains digital records, recommends and modifies systems to maintain control of all exhibits, including: criminal evidence, controlled substances, monies and other valuable items. Maintain safety control, storing of hazardous and dangerous materials.
Responsible for but not limited to:
Knowing procedurally complex policies surrounding the handling of exhibits in King County Superior Court cases.
Providing expertise and acting as a resource for information about exhibit tracking and maintenance.
Performing day-to-day operations for the Exhibit Room in the Department of Judicial Administration.
Managing the storage and security control of legal exhibits, documents and other items placed in custody.
Ensuring exhibits and records can be made available to the Court, staff and the public.
Overseeing the proper maintenance, archiving, release and destruction of exhibits according to established policies and procedures.
Handling sensitive, confidential situations; responding to inquiries and resolving issues.
Acting as the main point of contact for internal and external customers
FBO Manager
Signature Flight Support – Centennial, CO
2019 to 2020
Successfully launched new services associated with completion of new 26,000 Square foot Hangar, increasing tenant
occupancy by 37%, also attended 2019 NBAA convention
(Las Vegas) and successfully acquired new long term
customers resulting in an increase of overall revenue by 42.8%.
Responsible for compliance of all aspects of company policies within the day-to-day operation of the FBO including but not
limited to customer relations, line operations, accounting,
health, safety and environmental functions, maintenance for all vehicles as well as planning and coordinating activities for the sale and provision of general aviation activities such as fuel, aircraft reservations and hangar rental.
Provide day-to-day support, leadership and direction to facilitate
safe, reliable service. Lead by example, exemplifying integrity,
professionalism and excellent communication skills. Motivate
team to achieve results while managing people fairly and with respect. Promote a positive team environment and be totally
committed to the importance of serving both internal and external
customers.
Principal Duties and Responsibilities:
●Manage and schedule leave requests for employees and also complete and submit payroll to HR on a bi-weekly
basis
●Manage safety compliance requirements and maintenance
program for the FBO. Hands-on day-to-day management of all FBO operations including:
●Handle Customer Requests:
●Send confirmation to operator and fuel
●Handle incoming telephone and email requests.
●Create and update handling requests
●Pax / crew information (immigration form)
●Track third party order numbers (catering/limo)
●Invoice fuel suppliers if required
●Line Service:
●Advise line service
●Advise external parties if required about ETA, ETD
●Generate invoice
●Automatically calculate airport fees (landing, parking,
surcharges, etc.)
●Default pricing and customer contracts on handling note
●Multiple forms of payments (cash, credit cards, invoice,
etc.)
●Split invoice for third-party services
Operational Account Manager APAC Region (Singapore)
Boeing/Jeppesen - Centennial, CO
2016 to 2019
Support of Strategic Sales & Service and Client Management
Account Manager
●Primary Manager and POC, responsible and accountable for assigned customers within the Asia-Pacific market and recognized as the go to person to efficiently handle and work with the most demanding customers
●Established and implemented new services for the Asia Pacific Contracts increasing profit by 2 million dollars
●Established new processes and procedures for sales department, increasing efficiency and lead time by 25%
●Liaison between customer, Key Account Manager (KAM), Advanced KAM and Sales Directors, and various other internal departments
●Processes activities within various support tools such as Oracle ERP, Sales Force-SFDC, RCS, JDM etc.)
●Resolves customer inquiries, issues, and determines best resolution for the customer.
Project Manager/Production Planner-Airside services
Boeing/Jeppesen - Centennial, CO
2010 to 2016
Rolled out new service for major Commercial airlines. Five year project from roll-out to sunset, helped to develop and plan the entire project broken down in phases per airline
Management of On-time delivery of updated Navigational Sets to all Airlines contracted under Airside Services
●Employee recruiting, training, interviews, performance reviews, evaluations, and employee Kronos time sheets
●Coach, counsel, mentor, motivate, and provide developmental opportunities, job assignments, and continuous feedback to enhance employee performance and expand capabilities.
●Enforce company rules and policies regarding ethical behavior, safety, security, use of company property, time charging, etc.
●Monitor the daily operations of a functional unit, and execute on departmental plans to ensure business, technical and customer requirements are met or exceeded and expected results are achieved.
●Develop the technical approach, processes, and metrics used to execute programs/projects/processes.
●Driver scheduling (DEN and ORD) and logistics.Coordination of deliveries to arriving and departing aircraft using customer flow board and scheduling tools
●Reconciliation of vendor invoices and AGS FDD data for monthly billing
●Develop process improvements and any kind of special handling. Develop, create, and maintain appropriate documents.
●Report all relevant data, results, and incidents to the Senior Manager in written form and to interfacing areas, if required.
●Conduct preliminary statistics reports etc.
●Develop solutions to a variety of problems of moderate scope and complexity. Refers to policies, procedures, and practices for guidance.
●Successfully led teams to achieve 100% completion of delivery of onboarding each cycle eliminating any loss of revenue to customers and company
International Trip Planner/Navigation Information Analyst
Boeing/Jeppesen
2008 to 2010
●Update electronically designed file charts with aeronautical changes, as directed.
●Extensive use of Computer Aided Design software (Micro-station) to complete all tasks.
●Apply composition specifications to new design files, as directed.
●Create postscript images of revised electronic design files and create paper plot of those images.
●Perform self-edits on revised electronic design files, as directed.
●Make designated corrections noted against the revised electronic design file.
●Release process orders and log-boards in compliance with standards or as directed.
●Create final postscript images and transfers images to film output device.
●Receive technical direction, training and guidance from Compilers and Compiler Senior positions, as required or requested.
●Receive plots of drafted data changes and verify for correct application and specifications.Request corrections of application and specification errors. Perform other related duties, including special projects.
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