Michael Mccoy
Camden,NC
Summary
Results-driven Customer Service Manager with expertise in regulatory compliance, time management, and relationship building. Proven track record of leading teams to enhance operational efficiency and service quality.
Overview
30
30
years of professional experience
Work History
Customer Service Manager
Piedmont Airlines Inc. (dba: American Airlines)
Greenville-Spartanburg Int. Arpt / Greer, SC
09.2020 - 11.2025
- Led customer service team to enhance operational efficiency, service quality and on-time departures.
- Oversaw daily operations, ensuring compliance with company policies and industry regulations for superior service delivery.
- Served as the station Lead Environmental Coordinator ensuring all company, local, state and government policies were strictly adhered to.
- Served as the DGS / HAZMAT coordinator ensuring all shipments were properly prepared, labeled, sealed, placarded and documented for shipping.
Customer Service Manager
Piedmont Airlines, Inc. (dba; American Airlines, Inc.)
Norfolk, MA
07.2015 - 09.2020
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Oversaw the rotables operations in regards to parts ordering, parts receiving, parts shipping, parts issuing and regular inventory.
- Served as the stations Lead Environmental Coordinator and DGS / HAZMAT coordinator.
Customer Service Representative
Envoy Air Inc an American Airlines Company Group
Norfolk Int. Arpt / Norfolk, VA
02.2012 - 07.2015
- Collaborated with team members to streamline processes, improving service delivery times.
- Led initiatives aimed at enhancing communication between departments, fostering teamwork and efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Manager
AirTran Airways
Hartsfield-Jackson Int. Arpt / Atlanta,, GA
02.1996 - 02.2012
- Began as a customer service ramp agent uploading and off loading luggage and cargo items on and off aircrafts.
- Promoted to team lead, supervisor, zone supervisor leading a team that ensured compliance with the company's goals and policies.
- Promoted to duty manager and customer service manager ensuring on-time performance with safety being the number one priority.
- Served in the role of manger in various domestic airports.
Education
Logistics And Materials Management
Tidewater Community College
Norfolk, VANo Degree - Logistics And Materials Management
Ft. Lee Quartermaster School
Petersburg, VAHigh School Diploma -
Camden County High School
Camden, NCSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Time management
- Relationship building
- Shipping, receiving, and warehousing
- Regulatory compliance
- Product knowledge
Timeline
Customer Service Manager
Piedmont Airlines Inc. (dba: American Airlines)
09.2020 - 11.2025
Customer Service Manager
Piedmont Airlines, Inc. (dba; American Airlines, Inc.)
07.2015 - 09.2020
Customer Service Representative
Envoy Air Inc an American Airlines Company Group
02.2012 - 07.2015
Customer Service Manager
AirTran Airways
02.1996 - 02.2012
Logistics And Materials Management
Tidewater Community College
No Degree - Logistics And Materials Management
Ft. Lee Quartermaster School
High School Diploma -
Camden County High School