Carlos Garcia Posse
Miami
Summary
Dynamic Customer Service Manager with a proven track record at American Airlines, excelling in regulatory compliance and team management. Expert in conducting flight audits and accident investigations, fostering a culture of safety and efficiency. Adept at strategic planning and conflict resolution, driving operational excellence and enhancing customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
American Airlines
10.2024 - Current
- Assigns work responsibilities, prepares schedules, and ensures that all shifts are covered, and the hours of all employees are controlled
- Resolves routine questions and problems and refers more complex issues to higher levels
- Participated in interviews and training sessions for new hires, ramp, FAA new regulations, OSHA and safety regulations
- Provides recommendations for hiring, firing, advancement, promotion or any other status change of associates within the company
- Investigating information gathered through research to summarize facts
- Conducted Aircraft Damage Investigations
- Conducted Injury & Accident Investigations
- Conducted flight audits and Station audits
- Performing research to gather specific information from a variety of sources
- Qualified to operate GS real time system
- Experience in bag room, transfers & line baggage system
- Responsible for maintaining safety and security on the ramp
- Ensure compliance with all regulatory agencies including FAA, U.S Department of Labor
- Assist in safety conferences
CEO
C.G Home Improvements LLC
06.2022 - Current
- Created strategic plans to guide the business and set objectives.
- Hire and develop a high-performing leadership team.
- Oversee a group of employees.
- Budget and plan, ensuring the financial planning and strategy of the business.
- Negotiate contracts and organize the internal structure.
Ramp Manager
American Airlines
05.2019 - 03.2022
- Investigating information gathered through research to summarize facts
- Conducted Aircraft Damage Investigations
- Conducted Injury & Accident Investigations
- Conducted flight audits and Station audits
- Performing research to gather specific information from a variety of sources
- Qualified to operate GS real time system
- Experience in bag room, transfers & line
- Knowledge of SABRE, PRIME, YACA, Bag Finder, Bella, Quick Sabre
- Responsible for maintaining safety and security on the ramp
- Ensure compliance with all regulatory agencies including FAA, U.S Department of Labor
- Assist in safety conferences
Senior Manager Cabin Services
EULEN America
08.2018 - 05.2019
- Manage Cabin inventory for MIA Station
- Conducted Aircraft Damage Investigations
- Conducted Injury & Accident Investigations
- Investigating information gathered through research to summarize facts
- Performing research to gather specific information from a variety of sources
- Flight Delay Investigations
- Run American Airline operation in Cabin Services
- Supervises the day-to-day activities of Shift Managers, Supervisors and other non-management associates
- Assigns work responsibilities, prepares schedules, and ensures that all shifts are covered, and the hours of all employees are controlled
- Resolves routine questions and problems and refers more complex issues to higher levels
- Participated in interviews and training sessions for new hires; ramp, FAA new regulations, OSHA and safety regulations
- Provides recommendations for hiring, firing, advancement, promotion or any other status change of associates within the company
FIS Customs and Immigration
EULEN America
02.2014 - 05.2019
- Daily meeting with Command Center CBP chief in duty to preplan passengers’ arrival
- I was part of the ITI bags program inauguration at MIA
- Assist CBPO with passengers carrying firearms
- Assist CBPO with personnel to X-ray high value flights
- Assist CBPO with global entry kiosk passenger clearances
- Assist CBPO to clear international LOB (Left over bags) bags
- Assist CBPO with passenger information
- Assist CBPO with post entry passengers
- Assist CBPO locating passengers’ bags
- Assist CBPO with passenger deportees (ticketing&bags)
- Assist CBPO with late Miami International Airport J concourse arrivals (bags and passengers)
Supervisor/Manager
EULEN America
03.2013 - 08.2018
- Supervise positions
- Run American Airline operation in FIS (ITI and TSA area, Immigration, Baggage Drop, D FIS Tunnel and QC)
- Knowledge of SABRE, PRIME, YACA, Bag Finder, Bella, Quick Sabre
- Costumer Service
- People management
- Project Management
- Ability to manage/adapt to change
- Time management (ability to effectively balance multiple project deadlines while exceeding expectations)
Education
Computer Science Engineer -
UCI
Havana, Cuba01.2012
Computer Science associate degree - Informatics
Raul Cepero Bonilla
Havana, Cuba01.2007
High School diploma -
Adolfo del Castillo
Havana, Cuba01.2003
Skills
- Customer service
- Team management
- Employee training
- Regulatory compliance
- Flight audits
- Accident investigations
- Strategic planning
- Conflict resolution
- Time management
- Training and coaching
- Problem-solving
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Customer Service Manager
American Airlines
10.2024 - Current
CEO
C.G Home Improvements LLC
06.2022 - Current
Ramp Manager
American Airlines
05.2019 - 03.2022
Senior Manager Cabin Services
EULEN America
08.2018 - 05.2019
FIS Customs and Immigration
EULEN America
02.2014 - 05.2019
Supervisor/Manager
EULEN America
03.2013 - 08.2018
Computer Science Engineer -
UCI
Computer Science associate degree - Informatics
Raul Cepero Bonilla
High School diploma -
Adolfo del Castillo
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