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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~



Career Profile


Dedicated and accomplished Operations Leader with over 20 years of experience and a solid track record of achieving exceptional levels of efficiency and productivity along with a demonstrated background in handling complex administrative operations. Possess high-level communication and analytical skills with a commitment to superior customer service. Offer solid leadership abilities with experience in managing teams and implementing unique processes


Key Competencies


Operations Management Hospitality & Airline Industry Staff Management & Training Attention to Detail

FAA Regulations Performance Trend Analysis Vendor Management Contract Negotiation

Microsoft Office, Groupwise, IMS/TSO, SmartBuy, Airserve, and Sabre Fluent, English/Spanish


Career Highlights


  Demonstrated background in leading customer service operations within a high-stress environment with a background in managing vendor logistics, monitoring performance metrics, and handling service failures


  Expert level knowledge of both FAA regulations and internal best practices with experience in reviewing employee issues and handling performance management tasks


Professional Experience

American Airlines, Chicago, IL September 1998-Present

Customer Service Manager-Ramp Operations (2010-Present)

  Direct day to day customer service logistics within a fast-paced environment with a focus on increasing productivity and operational efficiency levels

  Supervise customer service team members which requires providing individualized coaching and guidance along with handling employee relations issues

  Identify and resolve escalated customer service issues, ensure internal company policies were consistently followed, and oversaw new hire onboarding within the department

  Selected to participate in the American Airlines Emerging Leader Program which began in June of 2016 and includes exposure to new skills and additional departments


Customer Service Manager-Facility Maintenance (2008-2010)

  Coordinated customer service functions within Terminal 3 on behalf of American and American Eagle which required monitoring equipment operations and overseeing repairs when needed

  Utilized superior communication and interpersonal abilities to maintain positive relationships with customers along with ensuring that customer service issues are solved in a timely manner


Customer Service Manager-Cargo Operations (2007-2008)

  Supported customer service and operations tasks which required working closely with internal teams consisting of Crew Chiefs, Fleet Service Clerks, Agents, and Managers

  Reviewed operational issues and coached employees on standard operating procedures, gained experience in all areas of cargo, and followed up with customer after service failures


Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~


Professional Experience

American Airlines Continued:

Customer Service Manager-Cabin Service (1999-2007)

Customer Service Manager-Line Cargo (1998-1999)

  Led operations within the department which included maintaining responsibility for all lavatory serving along with overseeing cabin service purchasing budgets

  Recognized as the Acting Manager during the absence of the current manager, identified and investigated tour irregularities, and coached/counseled employees

  Trained on ACP for TWU employees, reviewed policies to accurately document records, and implemented employee corrective action


Additional Professional Experience


  Coordinator of Tower Ramp Operations, American Eagle (1996-1998)

  General Manager Central Wisconsin Airport, American Eagle (1995-1996)

  Passenger Service Supervisor, American Eagle (1994-1995)


Education and Licensure


College Coursework, Echols International Hotel & Travel Management School
























Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx ~






Hiring Agent Name


Company Name


City/State/Zip Code




I am currently seeking a challenging new career opportunity as (JOB TITLE) with American Airlines and am submitting my resume for your review. In advance, thank you for your time and consideration.


As demonstrated in the accompanying resume, my professional qualifications include a strong background in customer service and operations roles within the airline/hospitality industry with experience in overseeing vendor logistics, reviewing and diffusing customer service issues, supervising cross-functional teams, and implementing innovative operational strategies. In addition, I have a strong background in building relationships with both internal and external clients and consistently increasing operational productivity levels.


As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.





Yyyyyy x. yyyyyy


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