MELVYN PACHECO
Miami
Summary
Customer service manager with 30 years of experience in optimizing service delivery and enhancing customer satisfaction. Developed and implemented training programs that significantly improved team performance. Analyzed customer feedback to inform service strategies and collaborated with cross-functional teams to streamline operations.
Overview
31
31
years of professional experience
Work History
Customer Service Manager
AMERICAN AIRLINES
Miami
08.2019 - 12.2023
- Managed customer service operations for American Airlines at Miami International Airport, ensuring exceptional service delivery and customer satisfaction.
- Led training programs for staff, improving service quality and team effectiveness.
- Analyzed customer feedback to create targeted strategies for service enhancement.
- Collaborated with cross-functional teams to streamline processes and improve efficiency.
- Implemented performance metrics to assess service effectiveness and promote ongoing improvements.
- Cross-led airside operations on the ramp at Miami International Airport.
Customer Service Manager
United Airlines
Miami
10.1992 - 06.2018
- Led customer service operations at Miami International Airport for United Airlines, enhancing service delivery and customer satisfaction.
- Trained and supervised a team of 100+ customer service representatives to ensure that customer inquiries were handled in a timely and professional manner.
- Managed escalated customer complaints, achieving timely resolutions and maintaining customer trust.
- Developed training programs for staff, enhancing service quality and supporting team effectiveness.
- Collaborated with cross-functional teams to streamline processes and resolve customer issues.
- Monitored customer service performance and conducted regular reviews to align team efforts with service goals.
- Analyzed customer feedback data to identify trends and implement improvements.
- Collaborated with cross-functional teams to identify customer service improvement opportunities and implemented corresponding solutions.
Education
Business Administration -
Pontifical Catholic Univesity of Puerto Rico
Ponce, Puerto Rico06-1986
Skills
- Customer service
- Customer service management
- Team management
- Team motivation
- Workforce planning
- Vehicle operation strategy
- Training & development
- Staff scheduling
- Shift management
- Windows operating system
- Employee scheduling
- Computer literacy
- Contracts
- Regulatory compliance
- FAR Part 135 regulation
- Aviation compliance
- Attention to detail
- Communication skills
- Organizational skills
- Computer skills
- Windows
- Microsoft Powerpoint
- CRM software
- Satisfaction improvement
- Inventory management
- Retail management
- Automotive sales
- Leadership
- Customer engagement
- Sales strategies
- Verbal communication
- Computer operation
- Customer service management
- Dispatching
- Staff training
Languages
- Bilingual
- Spanish
- Bilingual
Languages
English
Professional
Timeline
Customer Service Manager
AMERICAN AIRLINES
08.2019 - 12.2023
Customer Service Manager
United Airlines
10.1992 - 06.2018
Business Administration -
Pontifical Catholic Univesity of Puerto Rico