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Click here or scroll down to respond to this candidateCandidate's Name
Charlotte, NC Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLECAREER SUMMARYOver Twelve years of Aviation experience above and below the wing, including various administrative functions and Daily Operational management. While providing the highest levels of Customer Service for internal and external customers. Adhering and implementing all Company, FAA, DOT and local Airport policies and procedures.WORK EXPERIENCEAMEX Global Business Travel Charlotte, NC(Virtual) Corporate Travel Counselor 2019-CurrentArrange complex domestic and international Business travelfor various companiesAir travel, Hotel, Rental cars, Limousine, TrainCounsel clients on efficient and lowest cost within the companiestravel policiesEnsure optimum Customer service, exceptional telephone techniquesWorks independently, innovative problem solving skillsMulti skilled in American and Canadian, UK and Australian reservationsSouthwest Airlines Charlotte, NCCustomer Service Supervisor II/Baggage Service Supervisor 2015-2017(In conjunction with all the below Southwest Airlines position responsibilities)Manage daily operation to achieve on -time performanceMaintain Operations CertificationAudit Operations daily paperworkAssisted with transition to Amadaues SoftwarePerformed Operation Agent daily tasksSouthwest Airlines (Acquired AirTran Airways) Charlotte, NCCustomer Service Supervisor/Baggage Service Supervisor 2012-2015Increased NPS score and reduced DOT complainsAchieved passing Corporate Baggage auditsNumerous internal/external performance commendationsWorking with Leadership Team and Business partners to achieve station objectivesAssist in training Operations, Customer Service Agents and Business partners of company policies, regulations and proceduresCoordinate work force for daily operationBook/Modify/ Passenger Name RecordManage daily operation of Baggage Service office/auditsReview performance/Attendance of Customer Service AgentsReview daily payroll for inconsistencies /errorsImplementation of Union policiesManage Irregular OperationsEnforce/Training of effective PPE cause and effectIncident InvestigationCustomer ResolutionMaintaining that Crew members provide the highest levels of Customer ServiceDaily staffing and overtimeAdhering regulations in the union contractsInventory control/Ordering station suppliesAssist customers with special needsAssist team with transition during acquisition of AirTran AirwaysAirTran Airways Charlotte, NCCustomer Service/Ramp Supervisor/Baggage Service Supervisor 2005 to 2012Monitor/Assign daily operational staffingDaily Station ReconciliationDaily Payroll edits/auditMonthly Audits of Baggage service/Finance/Agents/Safety/SecurityWeekly Analysis of revenue and delaysDaily reports to Station ManagerSupervise Baggage ServiceIncident InvestigationFacility/Equipment maintenanceResolve escalated passenger issuesBook/Modify Passenger Name RecordManage Irregular OperationsActive Communications between all management levelsSupervise and participate in daily operationsMaintain and process employee records/discipline/reviewsMaintain Celebration CalendarAgent Training including implementation of procedural changesAircraft Provisioning/CleaningAirTran Airways Charlotte, NCCustomer Service/Ramp Agent April 2005-August 2005Process customers and baggage to final destinationGreet and provide accurate information to customersBooking reservations and fare quotesDaily cash reconciliationIrregular Operations RebookingBook/Modify Passenger Name RecordAssisting Crew Members with issuesActive communication to Management and CrewInventory control/Ordering station suppliesEMO Security SearchBaggage Handler/runnerWing Walker/MarshalerAircraft Provisioning/CleaningPush Back/Tow DriverProcess radio calls from arrival/departure flightsCommunicate baggage and cargo information to GateProcess arriving and departing flightsCustomer CommunicationEDUCATION & SPECIALIZED TRAININGNorwalk Community College Associate Degree in Business Management Norwalk, CTDanbury High School Business Danbury, CTCertification in Aircraft Weight and BalanceCertification in CPR and First AidCertification in Aircraft InvestigationCertification in Safety ComplianceComplaint Resolutions OfficerGround Security CoordinatorWord, Excel, PowerPointNavatier, Amadeus, SaberNetTracer |
