AHMON MCCOLLUM
Dallas,TX
Summary
Dedicated management professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Customer Care Manager
American Airlines
07.2023 - Current
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Established and oversaw performance targets for call center associates.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Implemented innovative service strategies to improve customer experience and engagement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Led daily team meetings to review performance, set targets and motivate staff.
- Evaluated data to identify trends and determine customer service needs.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Collaborated with training team to boost product support and certification training initiatives.
- Planned and directed staff training and performance evaluations.
- Lead a twenty member team that generated 3.6 million dollars of revenue in seven months.
Customer Service Manager, Customer Operations
American Airlines
08.2019 - 07.2023
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Collaborated with all departments to improve customer service processes and support structures company-wide.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Devised and published metrics to measure organization's success in delivering world class customer service.
- Managed internal operational standards and productivity targets for IFS/Flagship Markets.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
Customer Service Manager, Customer Care
American Airlines
09.2018 - 10.2019
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
- Directed training and retraining of employees to boost performance and enhance business results.
- Identified and diminished performance gaps by coaching and supervising subordinates.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Managed quality programs to reduce overdue compliance activities.
Education
Bachelor of Arts - Management and Economics
University of Kentucky
Lexington, KY05.2014
Skills
- Performance driven leadership
- Scope Definition
- Vendor Sourcing
- Resource Allocation
- Project Management
- DECS, QIK, & RES proficient
- Analytical styled management
- Efficient utilizing of workforce management
- Employee training and development
- Inter department collaboration
- Experienced directing and collaborating with unionized workforce
- Excellent interpersonal communication skills
- Familiar with company budgeting and cost control
- Adaptability
- Microsoft Office software proficiency
- Strategy Development
- Financial Resource Management
Timeline
Customer Care Manager
American Airlines
07.2023 - Current
Customer Service Manager, Customer Operations
American Airlines
08.2019 - 07.2023
Customer Service Manager, Customer Care
American Airlines
09.2018 - 10.2019
Bachelor of Arts - Management and Economics
University of Kentucky
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