Gregory Bodine
Rochester,NY
Summary
Personable Customer Service Supervisor offering 23 years experience. Excellent at juggling multiple tasks and working under pressure and time constraints. Superb professional work ethic and desire to succeed. Strong leadership and relationship-building skills. Knowledgeable in all aspects of Customer Service. Promotes Customer loyalty by establishing positive relationships with both external as well as internal Customers. Organized and efficient while creating a positive travel experience. Committed to providing the highest quality service to every Passenger. High energy and skilled in resolving conflicts through proactive communication. Listens actively to questions and resolves issues and disputes tactfully and effectively.
Overview
18
18
years of professional experience
Work History
Custom Service Supervisor
PrimeFlight
Rochester, NY
04.2018 - 06.2023
- Provide leadership to Ground Operations employees, with a focus on Customer Service.
- Work as a team with all departments to quickly and efficiently process Customers and their baggage and explain boarding processes to ensure on time departures.
- Assure that all Agents receive up to date training in a timely manner. Also, mentoring Agents to achieve their potential as a Leader of Southwest Airlines.
- Ensure all Security procedures are followed diligently.
- Ensure all Company Policies, procedures and regulations are adhered to.
- Audit ticket lifts to assure accuracy.
- Perform soft skill audits regularly to assess performance.
- Accurately and fairly review work performance of Customer Service Agents and ensuring that their Aptitude, Attitude and Attendance meet Company requirements.
- Excellent knowledge of the IAM collective bargaining agreement.
- Relay updates and information to passengers in a friendly and timely manner.
- Maintain a friendly, positive attitude whenresolving issues that arisewith distressed passengers,while providing Positively Outrageous Service to ensure the success of Southwest Airlines.
- Ability to investigate and respond appropriately toinquiries resulting from distressed Customers whose situations havecaused them to beinconvenienced in some way.
- Baggage Service Office audit daily.
- Denied boarding reporting daily.
- Verify petty cash and petty bags at the end of the day.
- Knowledgeable in producing an Agent shift bid which will maximize coverage when needed, while minimizing premium shift differentials.
- Skilled in utilizing the Staffing Tool to build the following days schedule and strategically utilizescheduled Agentsto ensure proper staffing while minimizing the utilization of overtime and reducing Company costs.
- Daily Perfomance reporting.
- Knowledgeable with the SWEEP ordering and ensuring that necessarystock is maintained.
- Handled customer complaints and inquiries.
- Assisted with training and development of team members.
- Monitored team's performance and gave feedback when necessary.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Coach
DIRECTV
Painted Post, NY
12.2005 - 04.2015
- Greeted Customers, created and ticketed reservations.
- Verified tickets upon check-in and checked baggage to the proper destination.
- Advised Passenger's of boarding procedures.
- Worked as a team to assure an on time departure.
- Addressed Passenger's concerns about delayed and or canceled flights and resolving issues by being reaccomodating if necessary.
- Relayed updates and information to passengers in a friendly and timely manner.
- Maintained a friendly and positive attitude when dealing with distressed Passenger's.
- Maintained excellent sales reporting and minimal ticketing errors.
- Assured proper cash handling.
- Facilitated virtual, in-person and blended learning sessions.
- Developed lesson plans, instructional materials and written practice tests for new hires and re- Occurring training courses.
- Provided coaching and mentoring to employees.
- Built and maintained professional relationships with vendors and suppliers.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Trained and mentored 15 new personnel hired to fulfill various roles.
Contact Tracer
New York State Department Of Health
Corning, NY
05.2015 - 04.2021
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Performed record keeping by logging client information within secure contact-tracing software.
- Lent daily assessment of health screen and symptom data.
- Notified and interviewed individuals to ascertain novel coronavirus exposure level.
- Participated in health promotion campaigns to raise awareness of health issues.
- Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
- Engaged clients in health-related activities to enhance overall well-being.
- Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
- Delivered services to customer locations within specific timeframes.
Education
Bachelor Of Psychology - Psychology
North Carolina Central University
Durham, NC05.2003
Associate Of Psychology - Psychology
Corning Community College
Corning, NY05.1997
Regents - Engineering (Pre-Engineering)
Edison Technical Occupation
655 Colfax Street 06.1992
Airline Industry
International Air Academy
Ontario, CA1990
High School Diploma - Biology, French and Spanish
Upland High School
Upland, CA1980
Skills
- Excellent written communication skills
- Active listening skills
- Dependable
- Team worker
- Skilled mentor
- Energetic and Enthusiastic
- Courteous demeanor
- Flexible
- Calm under pressure
- CPR Certification
- AED Certification
- Member of theCare Team
- Member of the DRTT Team
- Culture Committee Member
- Emotional Intelligence
- Progress Monitoring
- Employee Performance Reviews
- Professional Relationships
- Supervisor Collaboration
- Information Updates
- Team Meetings
- Job Assignments
- Microsoft Office
- Assisting Dispatch
- Leading Crews
- Project Requirements
- Customer Care
- Supervision
- Handling Complaints
- Customer Service Management
Timeline
Custom Service Supervisor
PrimeFlight
04.2018 - 06.2023
Contact Tracer
New York State Department Of Health
05.2015 - 04.2021
Customer Service Coach
DIRECTV
12.2005 - 04.2015
Bachelor Of Psychology - Psychology
North Carolina Central University
Associate Of Psychology - Psychology
Corning Community College
Regents - Engineering (Pre-Engineering)
Edison Technical Occupation
Airline Industry
International Air Academy
High School Diploma - Biology, French and Spanish
Upland High School
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