Ellen Koons
Taylor,MI
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Exceeds in group collaboration with a main focus in upholding company safety policies and procedures.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Agent (Turnaround Coordinator)
Delta Air Lines
10.2022 - Current
- Safely guiding incoming aircraft as well as departing aircraft from the gate
- Wide-body aircraft loader certified
- Responsible for the coordination of Air France and Aeromexico flights. Managing the
ramp crew, above wing agents, catering, cargo, and fueling. - Ensuring the aircraft is
loaded according to the Loading Instruction Report and the correct number of
passengers have been boarded. - Coordinating the flight plan and safety checklists with
flight crew. - Compiling and sending the final load sheet, ensuring weight and balance are
within flight safety parameters.
Chef de Partie
Sylvan Table
05.2021 - 10.2022
- Responsible for training of new employees.
- Overseeing food and beverage inventory and maintaining supplies to keep up with restaurant demand.
- Creating dishes according to the Chef’s requirements, food preparation, station set up and take down.
- Managing the kitchen for special events.
- Maintaining constant collaboration with the executive chef about new menu items.
- Kitchen historian; in charge of creating a recipe book for the restaurant.
Store Manager
Biggby Coffee
08.2020 - 05.2021
- Responsible for the proper training of new employees on all company policies, recipes, and procedures.
- Organized the scheduling of staff members to ensure maximum efficiency and productivity, while accommodating for each individual's schedule preferences.
- Maintaining open communication between colleagues and peers through staff meetings and refresher training.
- Managing and solving customer complaints and internal discrepancies.
Line Cook
Red Robin Gourmet Burgers
09.2019 - 04.2021
- Responsible for training of new line cooks, creating dishes according to the menu/guest requirements.
- Food preparation along with expediting and organizing plated food to be served to patrons
- Set up and prepared cooking supplies and workstations during opening and closing.
Lead Barista
Biggby Coffee
11.2017 - 05.2019
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Utilized strong communication skills to encourage a collaborative work environment among team members as well as maintaining a strong relationship with regular customers.
- Consistently maintained a clean and organized workspace.
- Handling customer complaints, maintaining positive relationships with patrons.
Shift Manager
McDonald's
06.2016 - 10.2017
- Handled customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
Education
Associates - General Studies
Washtenaw Community College
Ann Arbor, MI12.2021
Certificate - Culinary Essentials
Washtenaw Community College
Ann Arbor, MI12.2020
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Conflict resolution
- Problem-solving
- Aircraft marshalling
- Team leadership
- Ramp security
- Cargo handling
- Decision-making
- Multi-tasking
Accomplishments
- Red Robin Team Member of the Period in March 2020.
- Dean's List at Washtenaw Community College in Summer of 2019
- Dean's List at Washtenaw Community College in Winter of 2020
Awards
- The Dean’s List for Winter 2020 semester at Washtenaw Community College.
- The Dean’s List High Part-Time High Honors for 2019-2020 at Washtenaw Community College.
- Team Member of the Week at Red Robin, December 2020.
- Team Member of the Period at Red Robin, March 2020.
Certification
- ServSafe Certification May 2020
- First Aid, CPR, AED Certification - American Red Cross or American Heart Association.
Timeline
Customer Service Agent (Turnaround Coordinator)
Delta Air Lines
10.2022 - Current
Chef de Partie
Sylvan Table
05.2021 - 10.2022
Store Manager
Biggby Coffee
08.2020 - 05.2021
Line Cook
Red Robin Gourmet Burgers
09.2019 - 04.2021
Lead Barista
Biggby Coffee
11.2017 - 05.2019
Shift Manager
McDonald's
06.2016 - 10.2017
Certificate - Culinary Essentials
Washtenaw Community College
- ServSafe Certification May 2020
- First Aid, CPR, AED Certification - American Red Cross or American Heart Association.
Associates - General Studies
Washtenaw Community College
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