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Yyyyyy x. yyyyyy

- 4140 N. 78th St Apt. 1111Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Customer Service Manager/Marketing Manager

Qualifications Profile


    Self-motivated and results-driven management professional with more than 27 years providing high-performance sales support, customer service, and operations management in the travel industry.

    Proven dedication to delivering outstanding customer service and operations support, positioning airline service solutions at the airport lounge, &resolving customer complaints, and that enable the airline to achieve a satisfying travel experience while maintaining sales leadership in target markets.

    Highly detailed to deliver meticulous uncompromising customer service, and well organized and analytical, with critical thinking to address professional relationship and work issues even under stress or over extended work hours.

    Strong people management and interpersonal communication skills that inspire customer confidence, performance excellence, and teamwork synergies across diverse ethnicities and multi-functional engagements.


Professional Experience


American Airlines,Ÿ Philadelphia, PA Premium Services Club Rep Apr 2014 Present

    Serve as first point of contact for all lounge guests, working on extended hours to achieve lounge service goals, harnessing computer database to verify customer admittance, and coordinating with senior management on strategies to bolster sales.

    Provide administrative support in generating lounge sales and budget performance reports.

    Manage multiple projects concurrently while ensuring compliance with company policies and procedures on service quality, including government laws on customs and immigration.


Sears Holdings Ÿ Media, PA Merchandising & Pricing Associate / Customer Service Jul 2012 Dec 2013

    Responsible for providing excellent customer service, creating feature displays, harnessing strategies in visual presentations to drive sales and maintain unit and price integrity.

    Developed strategic business plans with the Merchandising Manager to increase quarterly profit margins, maintaining quality control records, while constantly seeking innovative ways to improve customer service.


United Airlines Ÿ Philadelphia, PA 1990 2010

Operation Rep / Customer Service, Los Angeles, CA 2007 2010

    Served in various roles including operations rep. customer service, baggage service Q.C.R and Red Carpet Relief agent, ensuring compliance with service quality standards to help create satisfying travel experience for passengers.

Operations & Red Carpet Agent 1996 - 2007

    Oversaw the entire day-to-day operations of the Philadelphia airport that included customer service, ramp, baggage service, red carpet lounge, inflight, and freight services as defined in company service standards.

    Selected by Global Services Director as a Red Carpet relief to assist in maintaining Red Carpet service quality and professionalism, usage, membership sales, & report generation, serving as Interim Team Leader managing all aspects of airport operations with a focus on customer service.

    Ensured compliance with company policies and FAA regulations in managing field operations, positioning aircraft on the tarmac, and resolving customer issues arising from aircraft delays and cancellations.

    Liaised between customer service, senior management and other competing airlines in improving customer service, increasing Red Carpet memberships, and resolving baggage service related issues.

International Customer Service Rep, Chicago, IL 1996

Service Director/Quality Control Rep 1993 1996

Line-Station Customer Service Rep, Miami, FL 1992 1993

Customer Service Rep 1990 1992


Education & Credentials


    Masters of Organizational Management GPA: 4.0, ASHFORD UNIVERSITY Clinton IA (2012)

    B.S. in Business Management, SAINT JOSEPH S UNIVERSITY Philadelphia, PA (1990)

Awards & Recognition

    Employee of the Month (Jun 2013) / Perfect Attendance Award

    Employee of the Month and several other accolades for various jobs well done, UA (2007 2010)

    Employee of the Year, UA (1998)

    Inducted into Graduate School Honor Society, Ashford University

Professional Affiliations

    Volunteer: Palm Springs Stroke Recovery Center Providing patient care in stroke rehabilitating (2010 2012)

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