Summary
Overview
Work History
Education
Skills
Basketball, Art, and Travel
Timeline
Generic

John Rowley Jr.

Alexandria,VA

Summary

10+ years of in-person and telephone customer service experience. Familiar with Salesforce and SharePoint. Previous Sales and up-selling experience. Experienced in Microsoft Excel, Outlook, Word, and PowerPoint. Working knowledge of social media applications. Bachelors’ Degree in Business Administration with a concentration in Accounting.

Overview

11
11
years of professional experience

Work History

Customer Service Manager

American Airlines
10.2022 - Current
  • Drives operational excellence
  • Creates an environment that cares for our frontline team members and celebrates the team successes
  • Leads airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies
  • Provides frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service
  • Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
  • Promotes an environment of mutual respect and trust between frontline team members
  • Establishes and promotes effective relationships with external and internal customer bases that fosters compassion, authenticity, integrity, respect and dignity
  • Provides direction and appropriate support structure using effective resources to enable the team to deliver high performance
  • Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels
  • Ability to work extra hours when there are operational needs
  • Ability to work rotating shifts including weekends, holidays and days-off.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Customer Service Coordinator

American Airlines
06.2022 - 10.2022
  • Provides assistance with passenger check-in and cargo acceptance
  • Interprets government rules and requirements for domestic and international travel or cargo shipments
  • Meets and dispatches aircraft within established times
  • Provides assistance to distressed passengers and customers
  • Protects company property and revenue
  • Possesses the physical ability and dexterity to use motor skills to perform various job-related tasks
  • Uses organizational skills to perform multiple tasks within a limited time period
  • Is self-motivated and requires minimal supervision
  • Responds and assists during security and emergency situations
  • Responsible for the overall performance within work area and may be required to lead and direct the work of other employees.

Customer Service Agent

American Airlines
06.2015 - 06.2022
  • Highly skilled in greeting and checking-in passengers
  • In-depth knowledge of providing passengers with general travel information
  • Customer focused and good attention to detail
  • Able to give accurate and detailed information regarding flight schedules
  • Demonstrated ability of verifying passenger departure documents
  • Thorough understanding of receiving airfreight shipments, and establishing routing, classification, rates and additional tariff charges
  • Comprehensive knowledge of making reservations, prepare and issue tickets and journey, calculation of fares and issuance of refunds
  • Able to comply with all security requirements.

Wireless Consultant-Sales Lead

APW Brands
06.2013 - 04.2016
  • Established significant recognition for well-known, wireless product lines for both custom and stock brands including Westone, SMS audio, and Monster
  • Recognized by corporate for having the highest dollar-value of sales at the end of first-quarter sales
  • Trained inside sales consultants
  • Increase APW Brands Dulles Store sales by 110% from 2013-present
  • Excellent tracking and reporting skills
  • Actively in personnel development process with team leaders to conduct product knowledge and sales effectiveness for the newer team members.

Education

B.S. Degree - Business Administration

Newbury College
Brookline, MA
05.2011

Rockville High School
Rockville, CT
06.2007

Skills

  • Extensive ability to find solutions for discontented customers
  • Excellent math skills with the ability to figure quickly
  • Demonstrate a calming and patient character when faced with difficult situations
  • Ability to interact effectively with individuals of all levels
  • Demonstrate records of high performance when dealing in fast paced environments and demanding customer service details

Basketball, Art, and Travel

My favorite basketball team is the chicago bulls always been a fan  since I was young. I started drawing at a young age and was taking to an art show. I like to travel international to experience different cultures.  

Timeline

Customer Service Manager

American Airlines
10.2022 - Current

Customer Service Coordinator

American Airlines
06.2022 - 10.2022

Customer Service Agent

American Airlines
06.2015 - 06.2022

Wireless Consultant-Sales Lead

APW Brands
06.2013 - 04.2016

B.S. Degree - Business Administration

Newbury College

Rockville High School

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John Rowley Jr.