Customer Service Manager

Rosalyn Essex-Cope

| East Elmhurst, Queens NY ***69 | 718-***-**** begin_of_the_skype_highlighting 718-***-**** end_of_the_skype_highlighting | *******@*****.***

Professional Profile

Results driven, highly motivated travel industry veteran with proven success in developing strong client relationships by utilizing exceptional customer service and problem solving skills.

Qualifications

Ability to actively manage deadlines and meet multiple goals; superior problem-solving skills, flexibility, and complete dedication to the task at hand; creative and effective problem solver.

Exceptional communication skills with particular expertise in direct client contact; proven ability in self-motivation and fulfillment.

Organized with proficiency in Microsoft Office applications and extensive knowledge of system capabilities.

Professional Experience

Continental Airlines Sales & Service Manager & Planning Manager |

1993 – Present

Successfully coordinated the support of a $180M corporate and agency territory covering New England, upstate New York, Canada and top global corporate accounts.

Provided optimum customer service externally, resulting in high levels of client satisfaction, loyalty and a solid team foundation.

Generated more than $60,000 in incremental revenue during 2010.

Managed territory budget with 100% audit compliance, soft dollar agreements and sponsorships.

Leveraged “waivers & favors” to create agency incentives to increase frequent flyer penetration.

Identified market opportunities using systems and data analysis to identify deficit markets; created and implemented incentives to achieve revenue goals.

Participated in account management sales calls, presentations and negotiations.

Created “Continental News Corner”, a monthly corporate & agency newsletter, providing updates on products and services, new markets and news-worthy announcements.

Developed strong inter-departmental relationships with headquarters airport management staff and various departments throughout the system.

Continental Airlines Administrative Assistant & Customer Service Supervisor – City Ticket Office | 1986 – 1993

Supervised the daily operation of 16 ticket offices and staff of 42 in New York, New Jersey & Florida city ticket offices.

Monitored and managed capital & operating budget of $27M.

Composed “City Ticket Office Quarterly” newsletter providing updates regarding city ticket offices and updates.

Assisted with numerous administrative duties and ad hoc assignments, including auditing & ordering responsibilities

Prepared and performed yearly merit reviews, created shift bids, and managed the hiring process for new staff.

New York Air Reservations Agent & Ticket Agent/Uniform Coordinator – LaGuardia Airport | 1985 –1986

Sold airline tickets, arranged travel & confirmed flights

Responsible for coordinating & ordering uniforms for over 600 agents during merger integration process

Flight Safety International Pilot Training Customer Service Coordinator |

1984 – 1985

Scheduled pilot training, provided customer care & administrative assistance

Achievement Awards

“Fly to Win” Award in recognition of outstanding performance, productivity & attitude, awarded 1996 & 2001

“Top Flight” Award in recognition of outstanding sales performance, awarded 1999

Education and Professional Development

Global Business Travel Association “Corporate Travel Expert” certification

Taylor Business Institute – Travel & & Tourism

Manhattan Community College, New York – Liberal Arts Major

LaGuardia Community College, New York – Liberal Arts Major

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