Israel Acosta
Summary
Operations professional known for driving operational improvements and delivering impactful results. Expertise in process optimization and resource allocation. Strong focus on fostering teamwork and adapting to evolving business needs.
Overview
9
9
years of professional experience
Work History
Customer Service / Customer OPS Manager
American Airlines
05.2019 - 07.2024
- Exceeded performance goals which included operations, and customer experience metrics
- Effectively provide communication among departments to engage our team to work together to achieve common goals
- Establish team and individual goals in support of departmental and company objectives
- Coached and mentored frontline team members in skill development, customer service elevation and company culture behaviors
- Apply union contract rules/regs in daily interactions with frontline team members and local union leaders
- Be part of bid committees
- Promote effective communication among departments to engage our team to work together to achieve common goals
- Initiates appropriate corrective action, up to and including dismissal
- Able to allocate both Care and OPS, Trainer for new CSMs
- Responsible for Ramp Equipment
- Identified opportunities for process automation, leading to increased efficiency and reduced manual workload for staff members.
- Managed daily operations, ensuring smooth workflow and optimal resource allocation across departments.
Customer Care Supervisor
American Airlines
05.2015 - 05.2019
- Responsible for ticketing and rebooking passengers
- Worked with QIK and Sabre systems to perform efficient job and provide excellent customer care especially in Irops
- Verify documentation and investigate potential fraud in suspicious reservations
- Provide personal services to ensure the safety and comfort of passengers
- Responsible for the day to day performance
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
- Achieved high customer retention rates through consistent follow-up and proactive communication.
- Developed comprehensive training materials to expedite new hire onboarding process.
- Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
Education
Bachelor of Electronics Engineering Technology - Avionics
Vaughn College of Aeronautics and Technology
Associate degree - Applied Science
TCI - College of Technology
New York, NYSkills
- Twelve years’ experience working in customer service
- Team leader, adaptive person, and able to multitask
- Highly organized and meticulous
- Cross-functional coordination
- Employee relations and conflict resolution
- Project planning and development
- Team building
- Staff training/development
- Effective leader
- Management
Accomplishments
- Promoted to Supervisor after two year with the company then became Manager after two years of been Supervisor.
- Saved the company 25K by aggressively negotiating with suppliers.
- Supervised team of two hundred staff members.
- Earned the "Customer Service” Award in 2022 for excellence on time performance and customer service .
Languages
Spanish
English
Timeline
Customer Service / Customer OPS Manager
American Airlines
05.2019 - 07.2024
Customer Care Supervisor
American Airlines
05.2015 - 05.2019
Associate degree - Applied Science
TCI - College of Technology
Bachelor of Electronics Engineering Technology - Avionics
Vaughn College of Aeronautics and Technology
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