Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Hi, I’m
Michael Tambo
Charlotte,NC
Summary
Overview
19
years of professional experience
Work History
Internal Audit
Job overview
- Member of Jack in the Box Internal Audit Team
- SQF Audit score was 97 under the new version 7 of the SQF standards
- Audit Development: Developed Standard Operating Procedure (SOP), for process control and performance
- Result-Oriented: Identified areas of opportunities, developed employee training programs, reorganized labor force and improved customer service experience and client relation
- Self-Driven: High technical abilities and a strong drive to learn, which also led to my promotion from production to QA internally.
Mentor
Job overview
- Mentor and coach to peers, friends and students from the USA and Kenya (Africa)
American Airlines, Charlotte, NC
Customer Service Manager
2021.03 - Current (2 years & 6 months)
Job overview
- Managing the American Airlines Ramp Operations at the Charles Douglas International Airport
- Conducting and Implementing Safety Policies and Audits
- Mentoring and developing Crew Chief’s on leadership
- Voted one of the best Performing Customer Operations Manager for the Ramp 2022
- Mentoring New Hire Customer Service Manager's in CLT.
- Conducting Safety Briefings
- Driving performance and accountability in the day to day operations in CLT
- Developed a secondary metrics poster in 2021 to help team understand better the "why" and "how" to achieve metrics
Prospect Airport Services, DFW
Manning Supervisor
2015.05 - Current (8 years & 4 months)
Job overview
- Managed and coordinated dispatching employees across all departments
- Successfully managed 4 terminals, improving operations that included different departments
- Implemented policies and code of ethics to employees
- Developed an aggressive customer service training program aimed at improved service delivery
- Coordinated with the management on transformation ideas, for smooth operations
- Improved management labor relations and reduced employee turn over rate by 110%
- Interface with airline and airport service management teams in order to maintain and improve customer experience.
The DEPOT Company, Kenya
Senior Management Consultant/Facilitator/Sales and Marketing Manager
2004.01 - Current (19 years & 8 months)
Job overview
Prospect Airport Services, Charlotte, NC
Operations Manager
2019.11 - 2021.01 (1 year & 2 months)
Job overview
- Managing the operations at the Charles Douglas International Airport
- In charge of an operation of 450 plus employees for the PM shift
- In charge of an operation with 8 Managers and 14 supervisors for different departments
- In charge of development and promotions of Managers and Supervisors
- Developing a strategy and implementation of company policies and procedures within CLT
- Maintaining motivation, coaching and discipline of the workforce
- Liaison with my counterparts in American Airlines on the PM shift
- Coordinating and follow up on company weekly audits and safety briefs for the company
- Developing and Implementation of employee reward/appreciation system.
Prospect Airport Services, Texas
Terminal Manager
2018.08 - 2019.11 (1 year & 3 months)
Job overview
- Managing the operations of the terminal including the employee
- Developed running strategies and programs for the operations for different terminals
- Liaise with the American Airlines, on matters of customer and employee relationships
- Proactively assumed management responsibility and preparation of billable invoices to our AA partners
- Trained, coached and developed employees on safety, and customer service producing increased customers experience
- Managed and maintained employee’s attendance records and enforcing the organization's code of conduct policy
- Facilitated shift change status and strategy meetings with the shift supervisors for the different terminals.
Jack In the Box, Arlington, TX
Quality Assurance Lead Internal Audit
2012.10 - 2015.05 (2 years & 7 months)
Job overview
- Team
- QC Audit of incoming raw materials, goods in progress, finished goods packaging, with appropriate reaction to any out of specification situations
- Analyzed daily process and packaging records
- Initiate corrective action for out of compliance situations, including QC holds and defective material reporting
- Interface with production management teams where and when appropriate
- Ensure that the GMP,HACCP and FDA rules in the production plant are enforced
- Member of Internal Audit team
- Developed flow of responsibilities that ensured proper documentation and process
- Requisition of goods and services ordering and creating orders on SAP
Education
Tarrant County Community College
Associate Degree from Computer Science
03.2023
University Overview
Kenya Technical Teachers College, Systems Association of Business Executives
Diploma Level from Business Information
12.2004
University Overview
Skills
- Technical Skills
- Computer: Proficient in Windows Operating System, Proficient in
- Microsoft Word, Excel, PowerPoint, Intermediate experience in Microsoft Access.
- Management Consultant
- Human Resource Development Consultant/Facilitator at The DEPOT. Designing and running teambuilding for various local and international organizations. Key areas involve Teambuilding, Culture, Values, and Vision.
- Workflow Management
- Talent Development
- Employee Coaching and Motivation
- Team Leadership
- Positive and Constructive Feedback
- Policy Enforcement
- Registered World Bank Consultant UPI No. 426684
Timeline
Customer Service Manager
American Airlines
2021.03 - Current (2 years & 6 months)
Operations Manager
Prospect Airport Services
2019.11 - 2021.01 (1 year & 2 months)
Terminal Manager
Prospect Airport Services
2018.08 - 2019.11 (1 year & 3 months)
Manning Supervisor
Prospect Airport Services, DFW
2015.05 - Current (8 years & 4 months)
Quality Assurance Lead Internal Audit
Jack In the Box
2012.10 - 2015.05 (2 years & 7 months)
Senior Management Consultant/Facilitator/Sales and Marketing Manager
The DEPOT Company
2004.01 - Current (19 years & 8 months)
Tarrant County Community College
Associate Degree from Computer Science
Kenya Technical Teachers College, Systems Association of Business Executives
Diploma Level from Business Information
Internal Audit
Mentor