Martha Chentis
Chicago,IL
Summary
Lead Operations Supervisor experienced in coordinating staff and optimizing operational processes to enhance productivity and drive business growth. Demonstrated leadership skills and strategic planning abilities, contributing to team success in fast-paced environments. Focused on delivering performance improvements and fostering a motivated workforce.
Flexible Lead Customer Service Representative with many years of experience leading and monitoring team members in company's customer service department. Well-versed in evaluating team performance, resolving escalated issues, and developing programs and protocols to enhance productivity. Deep understanding of customer relationship management.
Overview
37
37
years of professional experience
Work History
Lead Customer Service Agent
Envoy Air Inc.
Chicago, IL
09.2000 - Current
Handled complex passenger issues, including severe delays, overbooked or cancelled flights, and missed connections, to maintain customer satisfaction.
Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
Monitored team performance and provided feedback for improvement initiatives.
- • Oversaw gate activities, ensuring local flights departed safely and on time while managing front line personnel.
- Ensure that all gate staff strictly follow FAA safety regilations, security screening protocols and airline policies.
Lead Operations Supervisor
American Eagle Airlines
Chicago, Illinois
09.1989 - 09.2000
- Ensured all flight operations complied with FAA regulations.
- Coordinated cross-departmental communication to enhance operational efficiency.
- Documented employee performance reviews and disciplinary actions to support management decisions.
Education
Some College (No Degree) -
University of Illinois At Chicago
Chicago, ILSkills
- Regulatory compliance
- Operational efficiency
- Operational analysis
- Safety management
- Performance evaluation
- Staff training and development
- Team collaboration
- Time management
Affiliations
- Avid urban gardener who loves to travel extensively around the world, ride bike and ski winter mountains
References
References available upon request.
Timeline
Lead Customer Service Agent
Envoy Air Inc.
09.2000 - Current
Lead Operations Supervisor
American Eagle Airlines
09.1989 - 09.2000
Some College (No Degree) -
University of Illinois At Chicago