Customer Service & Operational Excellence Leader

CAREER OBJECTIVES

Seeking a position within a company that allows me to maximize the skills I have obtained throughout the years. The quality assurance, program development, and training expertise I also have, the knowledge to accurately perform the duties of the company operations specification, procedures and policies, and department guidelines. My overall performance of the organization as well as provide excellent customer service by coordinating, operating and administering objectives, professional monitoring, communication and developmental strategies skills, with an opportunity for advancement.

WORK HISTORY

United Airlines – Global Services Desk (GSE) & Premier Lead

Chicago, IL August 2018 – Present

Premier Lead (SUP)

Provide operational leadership to frontline Premier customer service agents, including coaching, mentoring, and real-time problem-solving.

Support leadership in maintaining performance standards, workflow efficiency, and customer satisfaction.

Interpret airline policies and procedures, guiding staff in proper execution and compliance.

Facilitate training and development for team members to enhance service quality and operational efficiency.

Manage escalated service concerns, ensuring timely resolution and adherence to operational standards.

Global Services Desk (GSE)

Provide VIP “white glove” service for United’s top-tier MileagePlus GS members, CEOs, corporate executives, and high-revenue customers.

Resolve complex travel and service issues across phone, email, and chat channels, ensuring seamless travel experiences for top-tier customers.

Collaborate closely with airport Global Services teams to maintain exceptional service standards for GS members and Pass Plus customers.

Utilize empowerment and policy knowledge to proactively solve customer issues and manage high-priority escalations.

Serve as a mentor to other agents on handling VIP travel, complex benefits, and high-value service interactions.

2018-2019 Front Desk Supervisor, Hampton Inn Midway

Ensure that guests have an exceptional experience

Consistently offers professional, engaging and friendly service

Ensure that all Front Desk colleagues are familiar and updated with hotel’s product and services

Establishes a rapport with guests and maintains good customer relationship

To ensure the safe running of the hotel

Delegate various tasks that are essential to daily operations of a hotel's front desk.

2016-2018 Night Auditor/ Front Desk Agent, Hilton Garden Inn Chicago Midway

Audit and balance reports and transactions for the day

Register & process guests and their assigned rooms

Selling guest rooms and promoting hotel services

Balance all cash drawers and all record receipts

Prepare guest bills for next-day checkouts and process reservation cards

Schedule guest wake-up calls and reservations for the following da

Respond to guest inquiries, concerns and complaints as needed

2015-2017 Internet and Entertainment Field Technician, -AT&T

Completed both premises and off-site installations of network cable.

Installed network outlets and performed testing.

Tested lines after installation to ensure they were working correctly.

Performed troubleshooting and repair of existing line problems.

For off-site installations used heavy equipment for trench digging for underground installations.

Ran network cable from exterior portions of building using ladders and poles.

Followed all safety protocols and wore protective equipment.

Promptly reported any customer concerns to management

2006-2013 Senior Lead Communication Technician 3, Comcast Cable – Xfinity

Performed and installed all 3 requested products for all residential and commercial customers

Installed and repaired all special circuits, high speed internet, full data circuits and FX lines.

Installed necessary outlets and drilled unobtrusive holes for running lines.

Tested and activated network cables upon installation and completed troubleshooting.

Complete associated paperwork and home certifications for each job performed daily

Performed job from high places on ladders and small confined spaces using basic installation tools

Performed all safety procedures, communicated with customers in a clear and straight forward manner

EDUCATION

Major: Professional Business Administration with an Individual Focus Area Human Resources and entrepreneurship, DePaul University, SNL PROGRAM, 2012- 2019 obtained: Bachelors Of Art

Major: Business Management & Hospitality, Daley College, 1998 -2000 obtained: Associate Degree in General Studies (AGS)

Major: Horticulture, Chicago Vocational Career Academy 1994-1998

COMPUTER SKILLS

LAN Administration: Windows 2000 Server, Windows NT 3.51/4.0

Operating Systems: Windows 2000/NT/XP, Windows 98/95, Macintosh OS.

Software: Microsoft Visual Studio, Source Safe, Lotus Notes, Microsoft Exchange, AS/400-Windows Connectivity Applications, Multiple Windows Communications Applications.

Productivity Software: Microsoft Office Suite including Word, Excel, PowerPoint, Access, Project.

Hardware: PCs, Compaq Servers, HP Net Servers, Macintosh.

Other systems: DOS, Sabre, CSG. TDM Server, Grand Slam, mobile scout, net gear, dory, Ten key pad and internet

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