Customer Service Information Technology

Onenetta LaBeach

404-***-**** – ********@******.***

Professional Summary

Detail oriented with strong interpersonal, problem solving and project management skills. Proficient in implementing changes or improvements to supervise employees. Excellent interpersonal skills to please customers & motivate team. Highly motivated, needs no supervision to get the job done, excellent multitasking skills, extremely resourceful and have the aptitude to learn and apply new methods to satisfy customers. Excellent written and verbal communications skills.

Summary of Qualifications

Microsoft Excel Microsoft Office Suite

WordPerfect Lotus Office Suite Visio

Microsoft Internet Information Services

Adobe Acrobat Netscape

Certifications

●M.S. in Applied Information Technology Area of Concentration: Telecommunications, Networking, Wireless Networking, or Video

●B. S. in Applied Information Technology Area of Concentration: Telecommunications, Networking, Wireless Networking, or Video

●A. S. in Internet Technology Area of Concentration: Telecommunications, Networking, Wireless Networking, or Video

●Network+, A+,

●Healthcare IT Certified

●Yellow Belt Six Sigma certification

Work Experience:

American Airlines NYC NY 11/2021-01/31/2025

Customer Ops Manager

●Oversaw the daily operations of the customer service team, including check-in, baggage handling and passenger assistance.

●Managed flight schedules, coordinated with various departments, and ensured customer service and safety standards

●Used data analysis, data mining, and machine learning to solve business problems

●Scheduled staff members for efficient handling of baggage, flights and customer satisfaction

●Ensured all passengers have a positive experience

●Worked as a Control Tower Ramp Controller overseeing over 500 flights per day in DFW Airport for 13 months

●Developed & implemented customer service policies and procedures, training and mentoring staff, and resolving any customer complaints/conflicts or issues that arose.

●Worked closely with other airport departments, airlines, and external partners to ensure seamless and efficient operation.

●Implemented strategies to achieve a 60% increase in baggage handling & 40% increase in customer satisfaction over a 6 month period.

Envoy Air Inc Dallas Tx 06/2017-06/2021

Fleet Passenger Service Clerk

●Responsible for safely transporting luggage from AA to AE promptly or AE to AA. Responsible for marshalling planes from gates efficiently and expertly.

● Loading and unloading luggage quickly.

●Following all safety rules and regulations. Preparing weight and balance sheets for each flight prior to departure.

●Making calculations based on aircraft load of passengers, baggage, and fuel. Making corresponding entries in the computer system.

●Providing updated corrections to scheduled departure flights.

●Computing and applying mathematical principles.

Verizon Inc Plano Tx 04/2017- 06/2019

Telecom Planning & Equipment Engineer

●Works intimately with business customers resolving any & all issues

●Plans & executes a multimillion dollar budget

●Establishes and maintains effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity

●Provides direction and appropriate support structure using effective resources to enable the team to deliver high performance

●Ability to work with others, flexibility as priorities change, with the proven capability to be extremely sensitive to deadlines and customer needs.Advanced ability to solve hardware, operating system, and application layer problems quickly and effectively.

●Knowledge of the following technologies: ROADM, MESH, SONET/SDH, ULH, iEN. Experience with Microsoft Office Suite (Microsoft Excel, Word, Power Point, Outlook) Agile Methodology.

●Familiarity with Verizon systems like ICON, DRT, VENUe, CoFEE, Fiberspace, SAFe, CCP, BGW, MECCA, XNG, TCOMS and nSAP Familiarity with Ciena, Cisco or Fujitsu SONET/DWDM/MESH products.

DGS Dallas Tx 09/2014-06/2017

Brake Rider

●Perform APU starts, operate electrical, hydraulic and radio systems, as needed to ride brakes during aircraft relocation moves.

●Conducts a pre-movement inspection of a/c ensuring a/c has all safety equipment installed.(Seat Pins / landing gear safety pins)

●Ensures a/c is free from servicing equipment / external cords. Ensures a/c has enough brake pressure.

●Stays alert during entire a/c move while not leaving the cockpit until a/c

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