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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000 abc@xyz.com abc@xyz.com
Experienced operations and customer service professional with several years of experience within high-stress environments within the airline industry with a keen ability to lead others and successfully manage complex customer service issues. Experienced in supervising cross-functional teams, overseeing cargo operations, monitoring quality levels, and training new employees. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with co-workers, vendors, customers, and members of management.
Key Competencies
Airline Industry Customer Service Warehouse/Cargo Operations Team Leadership |
Training/Development Strategy Implementation Workplace Safety Quality Assurance |
Process Improvement Attention to Detail Complex Problem Solving Staff Management
|
Professional Experience
Delta Airlines December 2010-Present
Cargo Customer Service Lead
Directly manage a variety of customer service and operational functions within a fast-paced environment with a focus on increasing productivity and efficiency
Supervise cross-functional teams which requires providing individualized coaching in addition to a keen ability to diffuse difficult employee situations
Maintain a strong knowledge of organizational policies and procedures, oversee all daily cargo operations, and fostered positive relationships with Customs Agents, USDA, and the Fish and Wildlife department
Proficient in: Deltamatic, web vision, Microsoft Office Suite, MPS, yard functions, scrub desk operations, cooler operation, ETD/physical searches, and x-ray machine operations
Midwest Airlines June 2007-June 2010
Customer Service Representative
Coordinated several administrative operations within the organization which included addressing customer inquiries/concerns in a timely and professional manner
Fostered positive relationships with third-party government organizations such as TSA and CBP in addition to documenting customer complaints and identifying resolutions
Facilitated the completion of all ground operations, played a lead role in several ad hoc projects, and assisted customers with last-minute travel arrangements
AirTrain Airways December 2003-November 2006
Supply Clerk/Lead Customer Service Representative/Crew Tracker
Held several roles within the organization which included logistical and customer service related operations such as resolving customer service issues, resolving complex conflicts, and altering flight reservations
Ensured all DOT compliance regulations were continuously adhered to, oversaw various warehousing tasks, and managed parts distribution
Fostered a positive and safe working environment at all times, monitored customer service quality levels, and ensured all time constraints were met
Education
Some College Coursework, 92 Credit Hours Completed
Morris Brown College
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