Summary
Overview
Work History
Education
Skills
Timeline
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Judy Arroyo

Spring,TX

Summary

Results-oriented management professional with cross-utilization experience. A proven knowledge of conflict resolution, goal-directed leadership, service-oriented performance and relationship management with peers and employees. Experienced Customer Service Supervisor bringing multiple years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

25
25
years of professional experience

Work History

OPERATIONS CUSTOMER SERVICE SUPERVISOR

United Airlines
02.2016 - Current
  • Provide leadership and oversight of front-line employees in operational setting
  • Leading and developing front-line employees with focus of delivering reliable and superior customer service in accordance with company guidelines
  • Provide consistent operational service and product delivery to customers
  • Engage and lead front-line employees to meet and achieve company goals and metrics
  • Improve and support standard work and consistent improvement
  • Mentor front-line employees with feedback and recognition as appropriate
  • Identify hurdles and engage in organized solutions to improve performance
  • Conduct investigations when performance, safety, complaints, and other company
  • Collaborate with other entities that impact shared goals, performance, and service delivery to United’s customers
  • Create and participate in collateral projects to improve hurdles within performance
  • Conflict resolutions with external and internal customers while providing excellent customer service and airline and federal policies
  • Responsible for safety programs to ensure safe workplace and operations for employees and customers
  • Ensure compliance with United and Federal Aviation Administration (FAA) Policies
  • Coached employees through day-to-day work and complex problems
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
  • Monitored metrics and developed actionable insights to improve efficiency and performance
  • Implemented project management techniques to overcome obstacles and increase team productivity

OPERATIONS ZONE CONTROL SUPERVISOR

United Airlines
04.2013 - 01.2016
  • Served as tactical project manager for all ground service activities and communications with airport zone for all aircraft ground service activities and communications
  • Responsible for supporting station safety culture led communications strategy to set station safety culture
  • Proactively resolved operational issues including security, customer service, dispatch, payload planning, and more through strategic planning, communication, and risk management analysis
  • Responsible for delay prevention and cancel impact mitigation, communication, and root cause analysis
  • Responsible for pre-planning and ensuring readiness for all flights for gates, crews, maintenance, staffing, and other entities that serviced aircraft prior to departure or arrival.

OPERATIONS CUSTOMER SERVICE – SUPPORT DESK AGENT

United Airlines
06.2012 - 04.2013
  • Served as liaison for employees in need of immediate assistance to ensure excellent customer service
  • Handled inquiries requiring in-depth policy and system knowledge
  • Maintained up-to-date knowledge of new technology, systems, and applications utilized for operation.

GENERAL MANAGER

ExpressJet Airlines, Mammoth
04.2010 - 06.2012

GENERAL MANAGER

U-HAUL INC
04.2009 - 04.2010
  • RESPONSIBLE FOR MONITORING STORE’S PERFORMANCE PROFIT/LOSS ANALYSES
  • RESPONSIBLE FOR TRACKING AND ITEMIZING STORE’S INVENTORY
  • MANAGE store’s personnel budget
  • ACCOUNTABLE FOR FUEL RECEIPTS AND PETTY CASH
  • Maintained store’s facilities, equipment, professional appearance standard, and ensured secure environment.
  • Developed and implemented strategies to increase sales and profitability
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth
  • Managed budget implementations, employee evaluations, and contract details
  • Trained new employees on proper protocols and customer service standards
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off
  • Managed purchasing, sales, marketing and customer account operations efficiently

12.2007 - 10.2008
  • Executed day-to-day operational, financial, and personnel performance of station
  • Monitored station performance, identified hurdles, and implemented corrective actions for continuous improvements
  • Ensured front-line employees complied with company safety requirements and followed Standard Operating Procedures, including GSC
  • Managed station budget, staffing forecast, and resource requirements
  • Maintained station facilities, equipment, and professional appearance standards
  • Mentored and provided feedback, coaching, and recognition to front-line employees when appropriate
  • Engaged with front-line station team to meet and achieve station and company goals and metrics
  • Accountable for compliance with Station controls and Internal Audit standards
  • Ensured a great working relationship with airport authorities, vendors, TSA, FAA, and other entities within airport or city.
  • Self-motivated, with a strong sense of personal responsibility
  • Skilled at working independently and collaboratively in a team environment
  • Developed and maintained courteous and effective working relationships
  • Identified issues, analyzed information and provided solutions to problems

TRAINING SPECIALIST

ExpressJet Airlines
12.2006 - 12.2007
  • FACILITATED CORE, reoccurring, regulatory, and compliance training for current and new front-line employees of ExpressJet Airlines
  • DEVELOPED new training curriculum for station start-ups, vendor transitions, differences training, and recurrent training
  • ABETTED IN STATION OBSERVATIONS to ensure safety and compliance were being followed according to company policies and procedures
  • DEVELOPED TRAINING AIDS FOR ASSORTMENT OF TRAINING APPROACHES TO ASSIST with new employee onboarding.
  • Trained and mentored new personnel hired to fulfill various roles

OPERATIONS CUSTOMER SERVICE AGENT

ExpressJet Airlines
02.1999 - 12.2006

Education

Master's Management -

University of Phoenix
Phoenix, AZ
07.2014

Bachelor of Science (B.S - Business Administration

University of Phoenix
Phoenix, AZ
08.2012

Skills

  • Interdepartmental Collaboration
  • Investigation Support
  • Contact Management Systems
  • Maximizing Coverage
  • Customer Service
  • Customer Implementation
  • Customer Relationship Management
  • Quality Assurance
  • Verbal and Written Communication
  • Schedule Management
  • Workforce Management
  • Performance Management
  • Team Meetings
  • Motivational Leadership
  • Customer Relations
  • Collaborative Environments
  • New Hire Training
  • Goal Attainment
  • Customer Escalations
  • Team Productivity
  • Microsoft Office
  • Labor Relations
  • Customer Service Management
  • Staff Training
  • Annual Performance Reviews
  • Handling Complaints
  • Investigation Leadership
  • Administration and Operations
  • Supervising Employees
  • Creative Solutions
  • Behavior Identification
  • Mentoring
  • Training

Timeline

OPERATIONS CUSTOMER SERVICE SUPERVISOR

United Airlines
02.2016 - Current

OPERATIONS ZONE CONTROL SUPERVISOR

United Airlines
04.2013 - 01.2016

OPERATIONS CUSTOMER SERVICE – SUPPORT DESK AGENT

United Airlines
06.2012 - 04.2013

GENERAL MANAGER

ExpressJet Airlines, Mammoth
04.2010 - 06.2012

GENERAL MANAGER

U-HAUL INC
04.2009 - 04.2010

12.2007 - 10.2008

TRAINING SPECIALIST

ExpressJet Airlines
12.2006 - 12.2007

OPERATIONS CUSTOMER SERVICE AGENT

ExpressJet Airlines
02.1999 - 12.2006

Master's Management -

University of Phoenix

Bachelor of Science (B.S - Business Administration

University of Phoenix

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