Helen Lima
Charlotte,NC
Summary
Dynamic leader with experience at American Airlines, excelling in customer service operations and problem-solving. Spearheaded initiatives that significantly enhanced team efficiency and customer satisfaction. Skilled in Microsoft Office and adept at fostering team building and leadership, consistently driving continuous improvement. Achieved notable through innovative solutions and effective workforce management.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
American Airlines
06.2024 - Current
- 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.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Evaluated employee performance on an ongoing basis providing constructive feedback and implementing personalized development plans that strengthened the team''s capabilities.
- Championed process improvements within the department using lean methodologies which led to reduced waste and increased efficiency in daily operations.
- Implemented quality assurance measures to ensure consistent delivery of top-notch customer support services.
- Spearheaded initiatives to improve employee engagement, fostering a positive work environment that boosted overall team morale and performance.
- Established performance metrics for the customer service team, driving continuous improvement and accountability.
- Led by example, fostering an environment of accountability and excellence while maintaining open lines of communication with staff members to address concerns promptly.
- Optimized resource allocation by analyzing data trends and adjusting staffing levels accordingly, reducing operational costs.
- Introduced innovative tools and technologies to enhance the overall customer experience while increasing employee productivity levels.
- Enhanced customer satisfaction by streamlining operations processes and implementing effective communication strategies.
- Established lasting partnerships with vendors through strong relationship-building skills, negotiating favorable terms that benefited both parties involved.
- Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
Crew Chief
American Airlines
06.2006 - Current
- Managed team according to company standards and compliance requirements.
- Organized daily assignments for crew members, ensuring efficient use of time and resources.
- Trained all team members on key roles to maintain flexibility.
- Mentored junior crew members, fostering a supportive work environment and promoting professional growth.
- Solved complex problems quickly through effective collaboration with team members from various departments and disciplines.
- Maintained high levels of productivity by setting clear expectations and monitoring progress throughout each project.
- Collaborated with other supervisors to address workflow challenges and develop innovative solutions.
- Enforced strict safety protocols to protect crew members.
- Increased safety awareness among the crew by conducting regular training sessions and updates on industry best practices.
- Directed loading and unloading operations.
- Communicated effectively with fleet service clerks, addressing concerns promptly to maintain strong working relationships.
- Conducted regular performance evaluations, identifying areas for improvement and personal growth.
- Improved safety standards with thorough training sessions for new recruits.
- Coordinated maintenance schedules for equipment, ensuring operational readiness at all times.
- Streamlined task delegation, matching skills to tasks for optimized productivity.
- Resolved conflicts among team members, fostering more cohesive work environment.
- Supervised daily operations, leading to smoother project execution and timely completions.
- Led by example, demonstrating commitment and professionalism in all tasks.
- Managed operations to prevent shortages, maintaining consistent workflow.
- Enhanced team efficiency by implementing streamlined communication protocols between crew members.
Fleet Service Clerk
American Airlines
06.2006 - Current
- Guided planes for all arrivals and departures with strong focus on safety.
- Inspected cargo for efficient and safe handling and transport between planes and cargo areas.
- Cleaned and serviced cabin interiors, plane exteriors and fluids as directed.
- Documented all required information regarding cargo weight and destination.
- Deiced aircraft and guided to proper gate and runway positions.
- Worked closely with dispatch teams to ensure seamless coordination of vehicle assignments, resulting in improved on-time performance rates and reduced idle time.
- Improved customer satisfaction with timely deliveries through effective route planning and scheduling adjustments.
- Assisted in the recruitment and hiring process for new Fleet Service Clerks, contributing to the assembly of a high-performing team dedicated to excellence in service delivery.
- Contributed to a safer work environment by enforcing compliance with company safety policies and procedures among staff members.
- Developed comprehensive reports detailing fleet status updates for management''s review, enabling informed decision-making regarding resource allocation and planning efforts.
- Supported continuous improvement initiatives by participating in cross-functional process review teams focused on enhancing fleet services operations.
- Established strong relationships with drivers, fostering open communication channels to address concerns or issues promptly.
- Increased team productivity by providing ongoing training and support to fellow Fleet Service Clerks.
- Operated de-icing equipment such as truck-mounted cranes and sprayers.
- Emptied lavatory systems and refilled sanitizer fluid tanks to prescribed levels.
- Maintained accurate documentation of performed work and completed tasks.
- Refilled aircraft potable water tanks, applying appropriate safety and health guidelines to connections and transportation.
- Towed aircraft to gates and hangars using tractors and other vehicles.
- Inspected aircraft for cracks, metal fatigue and other signs of wear or damage.
- Communicated with dispatchers and traffic control personnel to coordinate vehicle movements.
- Directed vehicles to designated storage and take-off areas using hand signals and lighted batons.
Education
High School Diploma -
Waianae High School
Waianae, HI05-1999
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Training and mentoring
- Decision-making
- Time management
- Customer relations
- Excellent time management skills
- Team building and leadership
- Effective workflow management
- Relationship building
- Handling escalations
- Issue resolution
- Positive and constructive feedback
- Training and coaching
- Skilled trainer
- New hire training
- Policy enforcement
- Continuous improvement
- Workforce management
- Verbal and written communication
- Team building
Timeline
Customer Service Manager
American Airlines
06.2024 - Current
Crew Chief
American Airlines
06.2006 - Current
Fleet Service Clerk
American Airlines
06.2006 - Current
High School Diploma -
Waianae High School
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