Ann Marie Guttromson
32 Talos Way, Rochester,NY
Summary
Proactive professional with a strong track record in problem-solving and client relationship management. Demonstrated ability to adapt quickly to new challenges while driving team success and customer satisfaction. Performance-oriented with years of experience in industry settings, focusing on delivering exceptional service and strategic solutions. Natural leader skilled in addressing customer concerns and implementing effective plans.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Operations Service Manager
Delta Air Lines, Inc.
JFK, NY
08.2023 - Current
- Oversees daily operations to ensure seamless service delivery for customers.
- Coordinates with staff schedules to maximize service efficiency and coverage.
- Training new team members on operational procedures and customer service standards.
- Implementing process improvements to streamline workflows and minimize delays.
- Assists in resolving customer inquiries and complaints promptly and effectively.
- Evaluates service quality through regular assessments and feedback collection from customers.
- Develops and implements operational policies, procedures, and systems to ensure efficient workflow.
- Resolves escalated customer complaints by providing satisfactory solutions within established timelines.
- Manages daily operations of service teams to ensure customer satisfaction, and successful completion of projects.
- Assessed customer feedback and identified areas for improvement in the services offered.
- Improved customer satisfaction ratings by listening to complaints, and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
Operation Service Manager - DL One Premium Service
Delta Air Lines, Inc
JFK, NY
08.2023 - 02.2025
- Oversaw daily operations of customer service teams, ensuring timely support delivery.
- Implemented process improvements to boost customer satisfaction and operational efficiency.
- Monitored service performance metrics to pinpoint areas for enhancement.
- Supervised staff schedules, maintaining adequate coverage during peak hours.
- Facilitated training sessions on new airline policies and procedures for staff.
- Resolved customer complaints promptly to maintain service quality.
- Managed scheduling and staffing to effectively meet operational demands.
Operations Service Manager
Delta Air Lines, Inc
Seattle, WA
04.2022 - 07.2023
- Managed daily operations to ensure efficient service delivery.
- Coordinated team schedules and resource allocation for optimal workflow.
- Oversaw compliance with safety standards and operational procedures.
- Trained and mentored staff on service protocols and best practices.
- Facilitated communication between departments to resolve operational issues.
- Resolved escalated customer complaints by providing satisfactory solutions within established timelines.
- Monitored team performance and provided ongoing coaching to improve efficiency.
- Managed daily operations of service teams to ensure customer satisfaction and successful completion of projects.
- Developed and implemented operational policies, procedures, and systems to ensure efficient workflow.
- Created employee work schedules to keep shifts properly staffed.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Delegated work to staff, setting priorities and goals.
Education
Associate of Arts - Computer And Business Studies
Regent Polytechnic College
San Fernando, Trinidad09-1979
Skills
- Operational efficiency
- Conflict resolution
- Time management
- Staff scheduling
- Workforce planning
- Process implementation
- Multitasking and organization
- Policy and procedure enforcement
- Coaching and mentoring
- Team collaboration and leadership
Certification
- License to Lead - ACS/CGO - Operation Service Manager
Timeline
Operations Service Manager
Delta Air Lines, Inc.
08.2023 - Current
Operation Service Manager - DL One Premium Service
Delta Air Lines, Inc
08.2023 - 02.2025
Operations Service Manager
Delta Air Lines, Inc
04.2022 - 07.2023
Associate of Arts - Computer And Business Studies
Regent Polytechnic College
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