Ernest Ekuful
Haslet
Summary
Dedicated Customer Service Manager with over seven years of experience in fast-paced airport operations. Proven ability to lead teams, enhance customer experience, and ensure operational efficiency. Adept at utilizing advanced airport systems and technology to drive performance improvements and compliance. Seeking to leverage my leadership skills and customer service expertise as a Terminal Experience Supervisor at DFW Airport.
Overview
8
8
years of professional experience
Work History
Customer Service Manager (Customer Operations)
American Airlines
04.2023 - Current
- Oversee airport baggage operations and ensure exceptional customer service
- Utilize GSRealTime and Workbrain to manage team assignments and track performance
- Monitor operational trends and implement methods to improve team efficiency
- Enforce compliance and accountability through performance evaluations and coaching
- Provide leadership and guidance to team members to ensure a seamless passenger experience
Customer Service Manager (Customer Service)
American Airlines
01.2022 - 04.2023
- Led frontline teams to deliver outstanding customer experiences and resolve concerns efficiently
- Coached employees on attendance, performance, and professional development using APS
- Implemented strategies to enhance customer satisfaction and streamline service delivery
- Utilized Workbrain for payroll and scheduling oversight
- Ensured compliance with HAZMAT shipping protocols and Stores functions
Specialist – Baggage Warehouse
American Airlines
08.2019 - 01.2022
- Managed lost baggage inquiries and ensured swift reunification of passengers with their belongings
- Used NetTracer, World Tracer, Charger Back, and other tools for baggage tracking and customer support
- Communicated effectively with internal teams to enhance operational processes
- Maintained adherence to airport customer service policies and procedures
Supervisor – Airport Services (Customer Care)
Envoy Air
10.2016 - 08.2019
- Supervised baggage service operations, ensuring efficient handling and resolution of customer concerns
- Utilized NetTracer, QIK CHK, and other tracking systems to manage lost property cases
- Coordinated between customers, management, and staff to maintain a seamless operation
- Provided coaching and performance guidance to employees, ensuring adherence to company policies
- Ensured compliance with safety, security, and operational regulations
Education
B.S. - Business
The University of New Mexico
Albuquerque, NMAssociate - Medical Assisting
ASA College
Brooklyn, NY05.2011
Skills
- Leadership & Team Development
- Customer Experience Enhancement
- Conflict Resolution & Problem Solving
- Airport Operations & Compliance
- Workbrain
- GSRealTime
- NetTracer
- QIK/SABRE
- APS
- HAZMAT Shipping & Safety Regulations
- Performance Monitoring & Reporting
- Process Improvement & Efficiency Optimization
Timeline
Customer Service Manager (Customer Operations)
American Airlines
04.2023 - Current
Customer Service Manager (Customer Service)
American Airlines
01.2022 - 04.2023
Specialist – Baggage Warehouse
American Airlines
08.2019 - 01.2022
Supervisor – Airport Services (Customer Care)
Envoy Air
10.2016 - 08.2019
B.S. - Business
The University of New Mexico
Associate - Medical Assisting
ASA College
Similar Profiles
Sue RobinsonSue Robinson
Sr Specialist, HRIS Business Process at American Airlines, American Airlines HDQSr Specialist, HRIS Business Process at American Airlines, American Airlines HDQ
Jilleian K. Sessions-StackhouseJilleian K. Sessions-Stackhouse
Human Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQHuman Resources Sr. Specialist, Policy at American Airlines, American Airlines HDQ
DAVID KOBYLARZDAVID KOBYLARZ
Commercial Airline Pilot at Trans World Airlines(TWA) /American AirlinesCommercial Airline Pilot at Trans World Airlines(TWA) /American Airlines
G. Tyler TenbrinkG. Tyler Tenbrink
Director, Talent Acquisition & Development at Piedmont Airlines- American Airlines GroupDirector, Talent Acquisition & Development at Piedmont Airlines- American Airlines Group
Cecilia JonesCecilia Jones
Coordinator/ Management — PERB & NLRB Higher Education Campaigns at Service Employees International UnionCoordinator/ Management — PERB & NLRB Higher Education Campaigns at Service Employees International Union