Alejandro Carrillo
Houston,TX
Summary
Highly experienced professional known for exemplary team-building and project oversight skills. Gifted at working with all types of personalities. Performance history of developing strong collaborative relationships and delivering impressive results.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Textron Aviation
04.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Actively seeks upselling opportunities in the areas of maintenance, parts, warranty and other associated programs that provide value to the customer.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Maintenance and Safety Coordinator
Texas Southern University
08.2022 - 04.2023
- Recommended changes to program culture to improve safety and meet changing demands.
- Led monthly safety meetings as the Chief Safety Officer for the TSU Aviation Safety Committee.
- Coached students, instructors and directors on effective safety policies.
- Developed new training programs to address performance and knowledge issues.
- Reviewed maintenance program for efficiency accuracy and timeliness, and provided feedback for improvement to company leadership.
- Managed fleet of 7 aircraft and released aircraft according to designated schedule.
- Created and implemented maintenance program to optimize operational efficiency and reduce downtime.
Account Manager
FlightAware
02.2019 - 08.2022
- Assists sales effort including extensive preparation of graphs, slides, presentations, and custom reports and analyses
- Provides real-time, day-to-day technical support for existing customers and integrators
- Collaborates with teammates, sales staff, and leadership to refine presentation materials for maximum quality and impact
- Communicates with clients to understand their needs and explain product value
- Collaborates with internal departments to facilitate client need fulfillment
- Keeps accurate records pertaining to sales and account notes
Customer Service Specialist
FlightAware
10.2015 - 02.2019
- Assists customers and users with technical issues, general queries, as well as handle initial sales and commercial services inquiries
- Develops on-going professional relationships with customers
- Documents procedures, common questions, and helps develop the service infrastructure
- Finds solutions for problems that may not be understood or known about
- Provides technical support for airlines and commercial data providers
- Supports the growth and maintenance of FlightAware’s terrestrial ADS-B network consisting of over 15,000 devices worldwide
- Uses FlightAware web-based support system to assist users
- Presents an articulate and professional “face” on behalf of FlightAware
Education
Associate of Applied Science - Process Technology
San Jacinto College
Pasadena, TX07.2018
Bachelor of Arts - Sociology
Texas Tech University
Lubbock, TX05.2013
Skills
- Microsoft Office
- Customer Service
- Verbal and Written Communication
- Teamwork and Collaboration
- Strategic Account Planning
- Safety Audit
- Inside and Outside Sales
- Product and Service Knowledge
- Time Management
- Revenue Growth
Certification
- Private Pilot License - FAA
- Remote Pilot License - FAA
Timeline
Customer Service Manager
Textron Aviation
04.2023 - Current
Maintenance and Safety Coordinator
Texas Southern University
08.2022 - 04.2023
Account Manager
FlightAware
02.2019 - 08.2022
Customer Service Specialist
FlightAware
10.2015 - 02.2019
Associate of Applied Science - Process Technology
San Jacinto College
Bachelor of Arts - Sociology
Texas Tech University