Dylan Harrow
Brooklyn,NY
Summary
Motivational leader and organizational problem-solver with advanced management, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, tracking and trending and morale-building techniques to maximize employee engagement and performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Snr. Customer Services Manager
British Airways
Vieux-Fort, St.Lucia
02.2015 - 01.2019
- Provided guidance and support to customer service representatives.
- Developed strategies for improving customer service processes and procedures.
- Conducted regular staff training sessions on customer service policies and best practices.
- Handled escalated customer inquiries, complaints, and disputes in a timely manner.
- Analyzed data to identify trends in customer interactions.
- Coordinated with vendors to resolve any product or service-related issues quickly.
- Monitored team performance against established goals and objectives.
- Ensured compliance with internal policies, external regulations, industry standards.
- Performed financial analysis related to the cost of providing customer service solutions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Implemented systems for tracking customer issues and resolutions.
- Created reports detailing key performance metrics such as average response times and resolution rates.
- Generated ideas for enhancing the overall quality of customer service experience.
Country Manager
FedEx
Castries, St.Lucia
08.2013 - 02.2015
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Analyzed business performance data and forecasted business results for upper management.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Developed and implemented country-specific strategies to increase market share.
- Coordinated with cross-functional teams across multiple departments to ensure effective execution of marketing campaigns.
- Managed day-to-day operations of the country office, including budgeting, forecasting, and staffing decisions.
- Collaborated with senior management team to develop long-term goals for the country organization.
Station Manager
Delta Airlines
Vieux-Fort, St.Lucia
04.2004 - 11.2011
- Developed and implemented station policies and procedures to ensure compliance with local, state, and federal regulations.
- Conducted regular staff meetings to discuss performance objectives, safety protocols, and customer service standards.
- Oversaw the daily operations of the station including scheduling, budgeting, payroll processing, inventory control, and maintenance.
- Recruited, trained, supervised, evaluated, coached and disciplined staff members.
- Resolved customer complaints in a timely manner while providing excellent customer service skills.
- Ensured that all equipment was maintained according to manufacturer's specifications.
- Provided technical support for staff members in the use of computer systems related to the station's operations.
- Negotiated pricing agreements with vendors for supplies used at the station.
- Adhered to company guidelines regarding safety measures for employees working in hazardous environments.
Education
High School Diploma -
Regal Constellation College of Hospitality
Toronto, Canada05-2000
High School Diploma -
Waltham Forest College
Walthamstow, England07-1994
GED -
Vieux-Fort Comprehensive Secondary School
Vieux -Fort, St.Lucia07-1992
Skills
- Stress Tolerance
- Strong Work Ethic
- Quality Assurance
- Account Management
- Training and mentoring
- Project Management
- Complaint resolution
- Regulatory Compliance
- Talent Development
- Customer Retention
- Problem-Solving
- Positive and Constructive Feedback
- Deadline-oriented
- Staff Management
- Personnel training and development
- Turnover Minimization
- Policy Enforcement
Accomplishments
- Best International Airline 2010/2011 issued by Jamaica Hotel & Tourism Association
Languages
English
Professional
Creole
Professional
Certification
- Fraudulent Document Training (US Embassy Bridgetown Barbados)
- Dangerous Goods Specialist
- Serving Customers with Disability
- Myers Briggs Leadership
- On The Spot - Media Crisis Training
- Ground Security Coordinator (GSC)
- Turnaround Coordinator (TRC)
- Int'l Station Manager Boot Camp
- Wildlife Risk Reduction in Aerodromes
- First Aid
- Canadian National Sanitation Training Program
Timeline
Snr. Customer Services Manager
British Airways
02.2015 - 01.2019
Country Manager
FedEx
08.2013 - 02.2015
Station Manager
Delta Airlines
04.2004 - 11.2011
High School Diploma -
Regal Constellation College of Hospitality
High School Diploma -
Waltham Forest College
GED -
Vieux-Fort Comprehensive Secondary School