Customer Service Manager
Resume:
Marva Rodriguez
Orlando, FL ***** ***********@*****.***
OBJECTIVE
To work in a challenging, growth-oriented environment where there is a need for an organized communicative in which, work experience and a commitment to excellence will have valuable application.
SUMMARY OF QUALIFICATIONS
• Over eighteen years experience in customer service
• Bilingual - French Creole &English conversationally
• Highly adaptable and comfortable with conventional/alternative settings and situation; familiar with academic, domestic and creative routines and structures.
• Comfortable in fast paced, high pressure atmosphere; welcomes new challenges.
• Excellent listener, patient and sensitive to needs of customers.
• Calm under pressure, proven solving skills and experienced in making group presentations.
• Self motivated, able to set priorities and implement decisions to achieve operational deadlines.
• Developed interpersonal skills, having dealt with diversity of professionals, customers, and team members.
EMPLOYMENT HISTORY
2010- 2011 SkyBahamas Nassau, Bahamas
Duty Manager
• Resolved customer complaints or situations by providing a memorable customer experience.
• Brief staff prior to the start of shift and during shift on flight requirements, delays, aircraft changes, etc
• Manage the daily operation of the various stations
• Manage and coordinate the daily activities of all agents for prompt departure and arrival of aircrafts.
• Coach, counsel, and discipline employees who violates company’s policies
• Plan and/or conduct departmental training/meetings
• Monitor sales and cash flow
• Performs daily audits of shifts
• Prepare and sends out daily shift reports.
• Resolved service issues, develop and report on service standards and oversee staff training and development.
2006-2009 ASA Delta Connection Gainesville, Florida
Customer Service Agent
• Greet and assist passengers with check in, gate procedures, load and off load aircraft, FAA regulations, OSHA compliance.
• Trained to performed aircraft cabin search.
• Certified CRO (Complaint Resolution Officer)
• Certified GSC (Ground Security Coordinator)
• Member of ASA Training Council
2005-2006 Life South Community Blood Center Gainesville, Florida
Components Specialist
• Coordinated laboratory specimens and work closely with nearby hospitals to provide plasma and human tissue. Responsible for preparation of shipments as needed.
2001-2005 Pine Hills Christian Child Gainesville, Florida
Childcare Provider
• Design a developmentally sound curriculum to enhance the social physical, intellectual well being of the children. Maintained safety of classroom environment; prepare menus and documentations for the nutrition program, according to the bureau of National guidelines and planned and served nutritious snacks daily. Design and arrange space allowing for a variety of activities to promote children’s independence in the classroom.
EDUCATION
• Abaco Central High School, Abaco Bahamas, Graduate, 1999 H.S.
• Santa Fe Community College 2000-2002 Gainesville, Florida
REFERENCES
Available upon request
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