Mary Kay
Houston,TX
Summary
Motivated Manager focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.
Overview
20
20
years of professional experience
Work History
Customer Service Manager
Wilson Air Center
Houston, TX
10.2015 - Current
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Led team engagement to assist cross-functional departments and achieve goals.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Processing monthly and yearly fuel sales reports.
- Auditing front desk documentation to determine adequacy and accuracy.
- Acting as the point of contact for all questions, concerns or ideas that may arise.
- Coordinating travels for executive management.
- Coordinating aviation conventions with Director of Marketing.
- Created detailed itineraries and organized all necessary paperwork for each trip.
- Coordinated charter flights for Airlines.
- Passengers iternary checks for charter flights.
Regional Customer Service Manager
Wilson Air Center
Houston, TX
08.2018 - 12.2023
- Conducted regular meetings with general managers to discuss sales performance and provide guidance on improvement tactics.
- Established goals, objectives, policies, procedures, and standards of performance for all personnel in the region.
- Created and maintained relationships with key customers in the region.
- Identified new business opportunities through market research and industry trends.
- Provided mentorship and coaching to staff members throughout the region as needed.
- Participated in job fairs throughout the year to recruit qualified candidates for open positions in the region.
- Monitored team progress towards achievement of goals and objectives set forth by executive management.
- Provided support in the planning, coordination, and execution of promotional campaigns.
- Managed relationships with external vendors to ensure successful completion of projects within budget constraints.
- Traveling to each base location to evaluate current processes and procedures.
- Listening and solving concerns/issues that arise with the front desk/customer service department functions.
- Training CSRs on developments/updates with payment, reservation and aircraft tracking systems.
- Resolved escalated customer inquiries quickly and efficiently in order to maintain high levels of customer satisfaction.
- Monitored performance metrics such as average handle time, first call resolution rate, and customer satisfaction scores.
- Collaborated with other team members to coordinate activities for the duration of the convention.
- Assisted in preparing convention materials, such as name tags and registration packets.
Customer Service Representative
Wilson Air Center
Houston, TX
04.2012 - 10.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Consulted with customers to resolve service and billing issues.
- Handling aircraft fueling transactions such as requesting fuel order, processing payments.
- Scheduling incoming and outgoing flight reservations which include hotel, catering, transportation and rental vehicle booking.
Compliance Specialist
ACS/The Xerox Company
Houston, TX
02.2005 - 04.2012
- Developed training materials and documents such as manuals, handouts, exercises and facilitator guides.
- Developed and implemented training programs for employees on new or revised laws, regulations, and company policies.
- Processing background checks and Urine analysis testing.
- Performing new hire class and training.
- Provided support to department by assisting with special assignments and projects.
- Performed testing to evaluate processes, enhance test scripts and analyze results.
Education
High School Diploma -
Jack Yates High School
Houston, TX05-1998
Some College (No Degree) - Psychology
Houston Community College
Houston, TXSkills
- Project Management
- Schedule Coordination
- Quality Assurance
- Complaint resolution
- Information Security
- Training and mentoring
- Talent Development
- Report Preparation
- Handling Escalations
- Workflow Management
- Proficient in Outlook, Microsoft Word
- Account Management
- Staff Management
- Personnel training and development
- Issue Resolution
- Coordinating Service Initiatives
- Call Center Operations
- Regulatory Compliance
- Security Badging Processing (TSA)
Accomplishments
- Who's Who of Aviation
References
References available upon request.
Timeline
Regional Customer Service Manager
Wilson Air Center
08.2018 - 12.2023
Customer Service Manager
Wilson Air Center
10.2015 - Current
Customer Service Representative
Wilson Air Center
04.2012 - 10.2015
Compliance Specialist
ACS/The Xerox Company
02.2005 - 04.2012
High School Diploma -
Jack Yates High School
Some College (No Degree) - Psychology
Houston Community College