Irving Hawkins
Douglasville,GA
Summary
Seasoned Service Manager bringing ten years of airline experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
25
25
years of professional experience
Work History
Branch Manager
Delta Community Credit Union
10.2020 - Current
- Maintained friendly and professional customer interactions.
- Assessed employee performance and developed improvement plans.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
- Complied with regulatory guidelines and requirements
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set
Operation Service Manager
Delta Airlines
09.2018 - 07.2020
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Reviewed established business practices and improved processes to increase efficiencies and reduce expense without compromising customer service levels
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness
- Handled 65 to 70 flights per day with staff of 82
Aircraft Load Agent
Delta Airlines
03.2015 - 09.2018
- Optimized space usage when loading cargo and baggage into aircraft compartments
- Directed personnel to properly stage baggage and execute safe and accurate loading and unloading of cargo
- Achieved optimal balance by loading cargo in accordance with accurate calculations of aircraft center of gravity and specific flight requirements
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Ramp Agent
Delta Airlines
08.2010 - 03.2015
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Coordinated all ground crew activities to complete objectives on schedule.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
District Manager
ADP
09.2008 - 05.2009
- Established beneficial professional networks and partnerships to gain insight and campaign support resulting in long-term business relationships
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness
Assistant Manager
Bank Of America
03.2005 - 09.2008
- Identified and capitalized on community business opportunities with effective networking
- Boosted branch sales by developing and deepening customer loyalty through incentive programs
- Submitted loan applications to loan underwriter for verification and recommendation
- Assessed employee performance and developed improvement plans
- Reviewed and edited loan agreements to promote efficiency and accuracy
- Established and optimized schedules to keep coverage and service in line with forecasted demands
Sr Personal Banker
Bank Of America
05.2002 - 03.2005
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities
- Partnered with local organizations to provide specialized financial planning support to diverse populations with unique needs
- Developed and maintained relationships with local real estate agents
- Complied with regulatory requirements, including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act
- Originated, reviewed, processed, closed and administered customer loan proposal
- Boosted sales by 25 % and exceeded sales target by employing consultative sales tactics and superior customer care
Sales Represenitive
AT&T Inc.
02.2001 - 05.2002
- Devised and implemented product strategies for filling market gaps and driving consistent sales.
- Identified client needs, built relationships and overcame objections to drive sales.
- Communicated with customers to understand needs and recommend appropriate solutions.
- Increased revenue by acquiring new customers and determining needs to offer relevant products.
- Utilized effective communication and active listening skills to create client rapport to grow profitability.
Sales Representative
Bio San Labs.
10.1998 - 02.2001
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales
- Visited customer locations to evaluate requirements, demonstrate offerings and propose strategic solutions for diverse needs
- Followed up with customers after completed sales to assess satisfaction and resolve any technical or service concerns
- Performed required travel for training and scheduled events
- Prospected to increase sales lead pipeline and and converted leads into new customers
Education
Certificate - Phlebotomy
The Community College of Baltimore County
Catonsville, MD03.1998
Skills
- Customer Service Management
- Team Leadership
- Staff Management
- Conflict Resolution
- Strategic business planning
- Culture Development
- Sales
- Employee Supervision
- Upselling
Timeline
Branch Manager
Delta Community Credit Union
10.2020 - Current
Operation Service Manager
Delta Airlines
09.2018 - 07.2020
Aircraft Load Agent
Delta Airlines
03.2015 - 09.2018
Ramp Agent
Delta Airlines
08.2010 - 03.2015
District Manager
ADP
09.2008 - 05.2009
Assistant Manager
Bank Of America
03.2005 - 09.2008
Sr Personal Banker
Bank Of America
05.2002 - 03.2005
Sales Represenitive
AT&T Inc.
02.2001 - 05.2002
Sales Representative
Bio San Labs.
10.1998 - 02.2001
Certificate - Phlebotomy
The Community College of Baltimore County
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