Amberly Montes
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
2026
2026
years of professional experience
Work History
Sr. Customer Service Manager -Customer Operations
American Airlines
2025 - Current
- Manage escalated service and operational issues to support teams and ensure resolution.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Led and supported special projects related to GSE, including equipment staging, access planning, and operational impacts during construction changes.
- Maintain ongoing involvement in operational and safety investigations, ensuring timely follow-up, documentation accuracy, and implementation of corrective actions.
Customer Service Manager – Operational Performance
American Airlines
2025 - 2025
- Lead DFW Investigations handling Ethics Point, travel, SIDA badge, and policy violation cases.
- Collaborate with Legal, Labor, HR, and Corporate Security to resolve complex compliance cases.
- Prepare formal notices and manage termination and disciplinary documentation in alignment with company policy.
Customer Service Manager – Customer Operations
American Airlines
2023 - 2025
- Mentored frontline teams on performance, safety, and operational reliability.
- Collaborated with DFW safety and FAA personnel to enhance safety procedures and optimize operational efficiency.
- Managed workforce scheduling to maintain adequate coverage and support.
Customer Service Manager – Control Center
American Airlines
2021 - 2023
- Coordinated real-time operational decisions, driving performance and compliance outcomes.
- Partnered with multiple departments to implement process improvements and maintain FAA/DOT compliance.
- Developed frontline accountability metrics to support on-time performance goals.
Customer Service Manager – Customer Operations
American Airlines
2020 - 2021
Senior Tower Planner – Control Center
American Airlines
2017 - 2020
Education
Graphic Communication Arts
New York, NYSkills
- Policy & Procedure Compliance
- Regulatory Adherence (FAA, DOT, TSA, JCBA)
- Investigations
- Cross-Department Collaboration
- Team Development
- Customer Focused
Timeline
Sr. Customer Service Manager -Customer Operations
American Airlines
2025 - Current
Customer Service Manager – Operational Performance
American Airlines
2025 - 2025
Customer Service Manager – Customer Operations
American Airlines
2023 - 2025
Customer Service Manager – Control Center
American Airlines
2021 - 2023
Customer Service Manager – Customer Operations
American Airlines
2020 - 2021
Senior Tower Planner – Control Center
American Airlines
2017 - 2020
Graphic Communication Arts