Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
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MICHELLE FRIEDMAN

Dallas,TX

Summary

Focused on customer service and safety, as well as streamlining operations to promote organizational efficiency. I strive to be a motivational team leader with strengths in cultivating and maintaining high-performance teams.

Overview

10
10
years of professional experience

Work History

Service Manager

American Airlines
Dallas, TX
11.2022 - Current
  • Hired and trained service department staff to drive performance
  • Pitched in to complete various duties during peak periods or employee absences
  • Planned and led team meetings to review business results and communicate new and ongoing priorities
  • Guided department employees on changes from management
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback
  • Collaborated with vendors to offer solutions to service needs
  • Interviewed prospective employees and provided input to HR on hiring decisions
  • Delegated work to staff, setting priorities and goals
  • Created employee work schedules to keep shifts properly staffed
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
  • Evaluated individual and team business performance and identified opportunities for improvement
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Customer Service Manager

American Airlines
Dallas, TX
09.2019 - 11.2022
  • Manage a team of ten International Departure Coordinators responsible for the safety and on time departure of widebody fleet (B777/B787)
  • Responsible for ensuring a high performing operation by leading, engaging, coaching and developing front-line team members while delivering an elevated customer experience
  • Lead airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA, CBP, TSA and other government agencies
  • Establish and promote effective relationships with external and internal customer base that fosters compassion, authenticity, integrity, respect and dignity
  • Developed and implemented a manager shift reporting tool to ensure employee accountability
  • Developed and implemented reporting tool to document any employee and passenger issues at arrival/departure gates
  • Created a streamlined process to address ever-changing travel requirements due to the COVID-19 pandemic
  • Assess operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels.

Customer Service Lead

Alaska Airlines
Newark, NJ
06.2017 - 09.2019
  • Provided guidance, instruction, direction, and leadership for all facets of the daily operation
  • Reviewed all security-related functions for which the aircraft operator is responsible and ensure immediate initiation of corrective action for each instance of noncompliance
  • Reviewed, investigated, and determined the most effective resolution for guest complaints
  • Created the quarterly employee schedule bid as well as monitor daily staffing to account for staffing deficiencies
  • Oversaw and responded to local station complaint/comments via online form or customer service calls
  • Departure Coordinator liaison between Flight Operations, Flight Deck and Airport Operations
  • Temporary job displacement to Cancun International Airport and Portland International Airport to assist with training and short staffing during high demand season.

Customer Service Lead, Ground Security Coordinator

Virgin America, GSC
Newark, NJ
10.2013 - 06.2017
  • Completed routine and incident-related documentation
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor
  • Fielded customer complaints and queries, fast-tracking for problem resolution
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program
  • Forecasted representative requirements and expected demand levels.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Excelled in exceeding daily credit card application goals.
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Educated customers on special pricing opportunities and company offerings.

Education

B.S - Industrial Engineering, Business Management

New Jersey Institute of Technology (NJIT)

Skills

  • Proficient in Microsoft Outlook Suite, Sabre Airlines Solutions and World Tracer Sita, QIK, Falcon, Keystar, Soleil
  • Employee Training and Development
  • Conflict Resolution
  • Policy and Procedure Enforcement
  • Workplace Safety
  • Service Delivery Optimization

Languages

Spanish, Native/ Bilingual

Accomplishments

  • Alaska Airlines Award of Excellence Recipient
  • Developing Emerging Leaders (DEL)- Talent Acquisition to Separation

Timeline

Service Manager

American Airlines
11.2022 - Current

Customer Service Manager

American Airlines
09.2019 - 11.2022

Customer Service Lead

Alaska Airlines
06.2017 - 09.2019

Customer Service Lead, Ground Security Coordinator

Virgin America, GSC
10.2013 - 06.2017

B.S - Industrial Engineering, Business Management

New Jersey Institute of Technology (NJIT)

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MICHELLE FRIEDMAN