- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
Clarence LeRoi Hill
Queens Village,NY
Summary
Self motivated professional with extensive experience in telecommunications and customer service management. Proven track record in coaching teams to achieve service excellence and operational efficiency. Skilled in conflict resolution and utilizing advanced systems for seamless communication, enhancing customer satisfaction and team performance.
Overview
59
59
years of professional experience
Work History
Supervisor of Telecommunications/PBX
Hilton San Francisco Union Square
07.2004 - 09.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Maintain Hilton standards when interacting with guests and other Team Members. Acknowledge guests by name and HH status.
- Use effective tools ie: OnQ, Kipsu, HOTsos, PBX system and 2-way radio for immediate and emergency requests.
Training Specialist - Onsite
Worldspan (Travelport)
05.1997 - 09.2002
- Worked with vendors to customize courseware to accommodate business needs.
- Provided coaching and mentoring to employees.
- Instruct travel agents, airline personnel and corporate accounts on the usage of the company's global distribution system (GDS).
- Also as a system analyst I coordinated with the computer programmers the implementation of testing, training and release of the products.
Airport Customer Service Manager
Trans World Airlines, TWA
04.1965 - 10.1997
- Mentored team members, fostering a culture of continuous improvement and exceptional customer service.
- Developed training programs to elevate staff performance and ensure alignment with company standards.
- Responsible for overall shift operations. Coordinate with various departments to maintain operational standards and handle irregular events such as delays, cancellations, oversales and other issues.
- Full airline customer service duties: passenger ticketing, operations, weight & balance load control, gate functions, baggage service, catering and international documentation.
Education
Associate of Arts - Business Administration
Borough of Manhattan Community College
New York, NYSkills
- Coaching and guidance
- Goal oriented
- Staff management
- Service excellence
- Detail-oriented approach
- Coordinated team organization
Interests
Timeline
Supervisor of Telecommunications/PBX
Hilton San Francisco Union Square
07.2004 - 09.2024
Training Specialist - Onsite
Worldspan (Travelport)
05.1997 - 09.2002
Associate of Arts - Business Administration
Borough of Manhattan Community College
Airport Customer Service Manager
Trans World Airlines, TWA
04.1965 - 10.1997
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