Health and Happiness
KIMBERLY A. SHOLTZ
Customer Service Manager
Flat Rock,MI
Work Preference
Summary
Dynamic business administration professional with a Master’s degree and extensive experience in customer service and communication. Proven ability to excel in fast-paced environments while effectively multitasking and addressing diverse client needs. Demonstrated expertise in security, staffing, training, and compliance with governmental regulations in cargo logistics, successfully managing freight operations for major airlines, including American, United, and Alaska Airlines. Committed to leveraging strong problem-solving skills to enhance organizational efficiency and foster positive team dynamics.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Air General, Detroit Metro Airport, DTW
Detroit, MI
04.2017 - Current
- A few duties that an afternoon CSM performs are training, security, reports, auditing, safety, and compliance. Also making sure shipments and USPS mail are screened and make the flights that they are booked for.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Followed through with client requests to resolve problems.
Operations Manager
Air General, Memphis International, MEM
Memphis, TN
01.2014 - 01.2016
- A manager has many responsibilities such as, auditing, hiring, payroll, security, safety and compliance of governmental rules and regulations. While taking care of the employees and customers.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and keep employees compliant with company policies and procedures.
- Handled staff training initiatives aimed at the workforce to meet dynamic industry demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Supervisor/ Administrative Assistant
Air General, Detroit Metro Airport, DTW
Detroit, Michigan
01.2009 - 01.2014
- A few responsibilities were auditing, reports, security, in the office and warehouse. Accounting for the airlines, customer service, and problem solving are just a few of many tasks of a supervisor.
- Managed high-volume phone lines, directing calls to appropriate personnel and ensuring prompt attention to urgent matters.
- Maintained strict confidentiality in handling sensitive information related to company finances, legal matters, and employee records.
- Supported multiple projects simultaneously while maintaining strong attention to detail and meeting deadlines consistently.
- Maintained a well-organized filing system, resulting in easy access to important documents and efficient record retrieval.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Operations Manager/ Delta Facilitator
Air General, Logan Airport, Boston
Boston, MA
01.2007 - 01.2009
- Responsibilities are payroll, staffing, reports, security, safety, and compliance of all governmental rules and regulations. Also provide the best customer service possible for Delta Airlines Cargo and their customers.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and implemented strategies to maximize customer satisfaction.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and maintained relationships with external vendors and suppliers.
- Reported issues to higher management with great detail.
- Identified areas in need of improvement and implemented solutions.
Education
Master of Business Administration -
Trident University
Chandler, AZ01.2018
Bachelors of Arts - Business Administration
Trident University
Chandler, AZ05.2014
Associate of Arts - Business Administration
American InterContinental University
Schaumburg, IL04.2011
Skills
Customer support
Proficient in complaint resolution
Customer relationship management expertise
Data-driven problem-solving
Effective time management
Employee training
Client account management
Office administration
Client engagement
Strategic decision-making
Financial audit assistance
Results-driven under deadlines
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Interests
Timeline
Customer Service Manager
Air General, Detroit Metro Airport, DTW
04.2017 - Current
Operations Manager
Air General, Memphis International, MEM
01.2014 - 01.2016
Supervisor/ Administrative Assistant
Air General, Detroit Metro Airport, DTW
01.2009 - 01.2014
Operations Manager/ Delta Facilitator
Air General, Logan Airport, Boston
01.2007 - 01.2009
Master of Business Administration -
Trident University
Bachelors of Arts - Business Administration
Trident University
Associate of Arts - Business Administration
American InterContinental University