Akeem J. Bolden
Lewisville,TX
Summary
Highly self-motivated and determined leader with a passion for communicating and obtaining success. Diverse background within the communication field that ranges from interning with NBC to publishing an article in the Philadelphia Inquirer. Adapts quickly to new situations and can provide innovative solutions to complex issues that may arise inexplicably.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
American Airlines
10.2021 - Current
- Manage International Flagship and Mainline Operation
- Manage the Customer Care International Operation for DFW
- Oversee the International Departures Coordinator Group
- Develop daily plans with Supervisors and Frontline employees in correlation to operational needs
- Manage frontline employees while overseeing flight operations for Flagship and Mainline Flights
- Report findings of the Flagship Operation to the Senior Manager of Airport International Operations
- Manage the Custom Halls under American Airlines for International Arrivals and work closely with Customs Border Patrol.
- Trained and regularly mentored new managers on performance-oriented strategies and customer service techniques.
- Facilitated clear communication between departments, ensuring optimal opportunity and accountability for on time departures.
- Ground Security Coordinator qualified to assess immediate threat level of issues that may arise in airport and resolve threat by directing to proper channel.
Customer Service Manager
American Airlines
12.2019 - 10.2021
- Elevate Customer’s Experience and Troubleshoot All Related Inquiries
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Manage Customer Care employees while overseeing flight operations for both Mainline and Regional operations.
- De-escalate any issue that impacts customer’s experience.
- Investigate and create PowerPoint Presentations for all DOT Complaints that occur in station.
- Manage both Domestic and International Ticket Counters.
- Manage the Recheck Operation for All International Arrivals under American Airlines for the Customs Hall.
- Coordinate with Customs Border Patrol in regards to inadmissible passengers entering U.S.
- Develop daily plans with Supervisors and Frontline employees in correlation to operational needs.
- Represent American Airlines in grievance process that are presented by CWA-IBT Association.
- Part of a committee named PHL’s B.E.S.T. That promotes Diversity and Inclusion to all employees at PHL.
Executive Director
Aveanna Heathcare
10.2017 - 01.2019
- Managed All Operations of Multi Million Dollar Operating Office.
- Managed home-care office that provided pediatric home-care for Skilled and Unskilled clients.
- Successfully applied for and received Home Health License that allowed for office to provide ser vices for geriatric clients who receive home-care thru government assistance.
- On a weekly basis, observe Profit and Loss report and compare to current trends as well as office current budgets.
- Create projections for upcoming weeks and develop ideas and practices of how to achieve goals given the circumstance.
- Successfully raised office's staffing percentage from 79% to 92%.
- Increased weekly revenue from $150,000 to $190,000.
- Managed an average Direct Labor of 57%.
- Guided office to record highs in Net Profit, Weekly Revenue, Staffing Percentage, Hired Caregivers, and Total Admissions.
- Held daily morning meetings with staff to go over agenda for the day as well as to discuss office business.
- Created winning culture amongst staff that successfully led to office surpassing allocated budget in contrast to that prior of arrival.
- Managed both HR and Payroll processes as well mediated in any dispute that arose in either area.
- Created recruiting database of hundreds of caregivers that office successfully converted into a third of hires.
Client Service Supervisor
Aveanna Heathcare
08.2016 - 10.2017
- Supervised a Caseload of Over 100 Special Need Clients.
- Fully staffed all clients in given caseload.
- Created and distributed a schedule for each respective client in caseload on a monthly basis that allowed clients and caregivers to view and observe shifts for the upcoming month.
- Supervised the quality of care for both Skilled and Unskilled caretakers with their respective cases.
- Assisted Operations Manager with processing payroll on a weekly basis.
- In the span of a year, led colleagues in successfully growing the weekly revenue of the office from $250,000 to $400,000.
- Successfully orchestrated 23 Unskilled admissions in March of 2017, greatly increasing revenue and census of the office.
- Monitored rates of caregivers in accordance to reimbursements allocated by respective insurances to track Direct Labor, keeping the office average to 59%.
- Visited clients on a weekly basis to insure proper customer service and attend to any need or concern that they may have had.
Network Regional Account Manager(PA/NJ)
Dish
07.2015 - 04.2016
- Managed 13 Dish Network affiliate stores that ranged from New Jersey to Central Pennsylvania.
- Managed 13 Dish Network affiliate stores that ranged from New Jersey to Central Pennsylvania.
- Ensured staff was fully trained and knowledgeable of products and services.
- Created daily, weekly, and monthly goals for employees.
- Held weekly meetings for all regional territories to discuss goals and forecast for future months.
- Created reports for sale numbers, stats, and traffic for all stores.
IT Support Specialist/ Administrative Support Analyst
United States Attorney Office
09.2011 - 07.2015
- Supported Federal Prosecutors and Federal Judges in Achieving Justice.
- Input data from respective cases and closed once debt collected in full.
- Communicated daily with defendants, defense counsel, probation officers, and judicial clerks to gather information on defendants with debt owed to the federal government.
- Closed and recorded cases into the Lions database program.
- Retrieved record management cases from database upon request.
- Granted government agents access to VPN networks on a monthly basis to review and use documents.
- Determined hardware and network system issues using proactive troubleshooting techniques.
Internship Student
WGAL-TV
08.2010 - 12.2010
- Provided assistance to the Editors and On-Air Talents for various tasks.
- Created and edited television packages that consisted of 15 and 30 seconds commercial time slots.
- Wrote scripts for On-Air Talents to read off the Teleprompter.
- Organized daily footage and placed them in the archived gallery.
Education
Bachelors of Science - Communication Broadcasting
Millersville University
Lancaster, PAHigh School Diploma -
St. Joseph's Preparatory High School
Philadelphia, PASkills
- Communication
- Leadership
- Teamwork
- Problem Solving
- Critical Thinking
- Skills Management
- Customer Service
- Adaptability
Timeline
Customer Service Manager
American Airlines
10.2021 - Current
Customer Service Manager
American Airlines
12.2019 - 10.2021
Executive Director
Aveanna Heathcare
10.2017 - 01.2019
Client Service Supervisor
Aveanna Heathcare
08.2016 - 10.2017
Network Regional Account Manager(PA/NJ)
Dish
07.2015 - 04.2016
IT Support Specialist/ Administrative Support Analyst
United States Attorney Office
09.2011 - 07.2015
Internship Student
WGAL-TV
08.2010 - 12.2010
Bachelors of Science - Communication Broadcasting
Millersville University
High School Diploma -
St. Joseph's Preparatory High School