Dan Garza
Summary
Dynamic customer service manager with a proven track record at American Airlines, excelling in problem-solving and fostering teamwork. Skilled in training and mentoring staff, I significantly reduced customer complaints while enhancing satisfaction. Passionate about helping others, I leverage strong communication and organizational skills to drive operational excellence.
Overview
40
40
years of professional experience
Work History
Ops Agent
Envoy Air
04.2024 - Current
- Weight and balance for regional flights
- Communicate with pilots via company radio
- Update flight times
- Use AeroData for balancing flights
- Contact Crew Schedule with crew issues
- Communicate with all departments
- Document flight issues to delay coding
- Use company cameras to monitor flights
Member Service Representative
American Airlines Credit Union
03.2023 - 06.2023
- Handle incoming calls from members
- Issue cashier checks
- Make payment to member accounts
- Take fraud cases
- Reset online accounts
Ramp Agent
Southwest Airlines
11.2022 - 03.2023
- Load aircraft bags and cargo
- Move aircraft
- Minimized damage to luggage and cargo by adhering to proper handling procedures at all times.
- Reduced flight delays by consistently maintaining punctual baggage handling and cargo loading processes.
Instructor
Piedmont Airlines
11.2019 - 03.2022
- Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Boosted student performance by providing individualized support and targeted feedback.
- Increased student motivation by engaging participation.
- Instruct new customer service agents, ramp agents, CRO and GSC classes.
Training Manager - Contract for American Airlines
IBM
02.2014 - 11.2019
- Supported Instructors members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Explored new technologies and approaches to streamline processes.
- Prepared project presentations and reports to assist senior staff.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
- Sorted and organized files, spreadsheets, and reports.
- Over see Customer Service agent training, Ramp training, Cargo training and Leadership training
Customer Service Manager
American Airlines
04.1985 - 11.2013
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed Passenger Service operation.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
Associate of Arts - Mortgage Banking
North Lake College
Irving, TX01-2013
Skills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Facilitator Skills
- Passion for learning
- Helping people
Timeline
Ops Agent
Envoy Air
04.2024 - Current
Member Service Representative
American Airlines Credit Union
03.2023 - 06.2023
Ramp Agent
Southwest Airlines
11.2022 - 03.2023
Instructor
Piedmont Airlines
11.2019 - 03.2022
Training Manager - Contract for American Airlines
IBM
02.2014 - 11.2019
Customer Service Manager
American Airlines
04.1985 - 11.2013
Associate of Arts - Mortgage Banking
North Lake College
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