Masikini Nanga
Euless,TX
Summary
Dynamic Field Support Lead at DFW International Airport Board, recognized for enhancing customer satisfaction through effective issue resolution and relationship building. Skilled in data analysis and team management, I implemented standardized troubleshooting techniques, reducing resolution time significantly while fostering a culture of continuous improvement and collaboration among support professionals.
Overview
26
26
years of professional experience
Work History
Field Support Lead
DFW International Airport Board.
03.1999 - Current
- Managed a team of support professionals, fostering teamwork and setting performance goals.
- Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
- Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.
- Proactively identified potential product flaws through pattern analysis of recurring customer issues.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Fostered a culture of ongoing learning within the support department by continually seeking out industry best practices.
- Established quality assurance protocols that led to consistent delivery of high-quality customer service experiences.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Served as escalation point for critical client issues, working closely with stakeholders to achieve resolution.
- Reduced average resolution time by implementing standardized troubleshooting techniques across the team.
- Coordinated efforts with product management teams to ensure effective user experience based on customer feedback.
- Improved customer satisfaction by addressing and resolving support issues in a timely manner.
- Developed and maintained relationships with key clients, ensuring long-term customer loyalty.
- Participated in company-wide initiatives aimed at improving overall operational effectiveness.
- Collaborated with cross-functional teams to identify areas requiring additional support resources or process improvements.
- Enhanced communication channels within the organization to facilitate information flow between departments related to customer needs and concerns.
Education
No Degree - Piloting
Dallas Aviation School
Irving, TXSkills
- Service level agreement management
- Team management
- Escalation handling
- Feedback management
- Customer service
- Customer engagement
- Relationship building
- Client communication
- Data entry
- Recordkeeping skills
- Technical troubleshooting
- Customer relationship management
- Training and coaching
- Activity planning
- Data collection
- Documentation and reporting
- Issue resolution
- Support services
- Incident management
- Data analysis
- Data compiling
- Issue escalation
- Trend analysis
- Needs assessment
- Cross-functional coordination
- Active listening
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Friendly and patient
- Team building
- Task prioritization
- Self motivation
- Interpersonal skills
- Analytical thinking
- Customer service expert
- Highly professional
- Goal setting
- Risk assessment
- Professionalism
- Interpersonal communication
Languages
English
Full Professional
French
Full Professional
Timeline
Field Support Lead
DFW International Airport Board.
03.1999 - Current
No Degree - Piloting
Dallas Aviation School
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