Robert Frazer
Newnan,USA
Summary
Customer Experience Manager providing leadership to USA Distribution & Customer Service and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Deliver excellent customer services while building and maintaining internal and external relationships. Natural leader experienced in driving team successes by coaching and motivating team members to increase customer experience and retention, profitability, operational efficiency and team satisfaction. Well versed in meeting or exceeding organizational objectives. Excellent interpersonal skills, work well with others in both supervisory and support roles.
Overview
16
16
years of professional experience
1
1
Certificate
Work History
Customer Experience Manager
AFKL-DL Joint Venture
07.2019 - Current
- Lead and manage a team of sixteen customer experience representatives covering USA
- Manage day-to-day and short term commercial activities
- Hire, influence, coach, motivate the team to focus on internal and external customer experience, individual productivity and personal and company goal attainment
- Enhance customer relationship to ensure customer preference, thereby increase revenue
- Positioning AFKLDL products and services to establish and continue loyalty and customer base and meet the expected Key Performance Indicators (KPI)
- Liaison closely with DL counterparts to ensure staffing, policy and service levels
- Liaison closely with all key stakeholders within AFKL both in the USA and in Paris and Amsterdam.
Lead Flight & Pricing Analyst
Revenue Management Americas (Inbound), AFKL
11.2017 - 06.2019
- Lead a team of 4 flight analysts for North America (USA and Canada)
- Coordinate with and manage scheduling, coverage and handling of day-to-day tasks
- Liaison with the Full Freighter Management team in Paris and Amsterdam on an ongoing basis to forecast and review freighter performance; evaluate agility moves (re-route requests); evaluate cancellation requests and plan repair process in case of any irregularity
- First point of escalation for the market in relation to North America flights
- Coordination and liaison with the counterpart Revenue Management teams based in Paris and Amsterdam to resolve escalations, mishandlings, and/or business cases
- Point of contact for Joint Venture (JV) partner, Delta, in relation to Revenue Management queries, proposals, evaluations, escalations, coordination with stations and/or rates, and rate evaluation for JV lanes
- Participation in weekly management call to review flight performance as well as coordinate with all the market managers about the challenges, prospects and assistance that is needed to make or exceed budget
- Participation in USA or Canada related activities
- Revenue Management strategy coordination with markets to enhance communication and performance
- Revenue Management representative on the Cross Border E-Commerce project (HQ initiative).
Flight & Pricing Analyst
Revenue Management Americas (Inbound), AFKL
07.2014 - 11.2017
- Flight Analyst - South America, Central America, USA & Canada
- Planning & Coordinating Martin Air full freighter flights for Inbound Americas keeping in mind flight profitability, station needs and European freight on board, due to the multiple stops implemented on each rotation
- Working with Full Freighter Management team in Amsterdam to reroute, adjust or reallocate flights as needed
- Coordinating repairs due Aircraft On Ground (AOG), stop cancellation or overfly, and last minute cancellations or reroutes
- Coordinating with Charter Desk for charter or part-charter requests and coordinate with all stakeholders when approved
- Work closely with Customer Service, Sales & Operations teams & Market Managers to ensure flight optimization by continuously monitoring flight rotation & revenue expected
- Negotiating Price Agreements and Allocations with European counterparts to improve or support Americas growth
- Handling AFKL passenger flights ensuring company policy implemented and focused on
- Handling Request For Quote (RFQ)
- Coordination with our Joint Venture partner, DL, as needed.
Customer Service Manager
USA Northeast Region, USA, AFKL
05.2012 - 06.2014
- Manage all cargo related activities for the Northeast Region (New York, Washington, New Jersey, Boston plus other offline stations) for four major airlines - Air France, KLM, Martin Air & Alitalia (GSA)
- Manage a team of nine Customer Service Specialists whose tasks involved booking, tracking/tracing, resolving customer complaints, telesales & proactive calling, flight capacity management, specialized product services (valuable, art, vehicles, pharmaceuticals, seafood, live animals etc.)
- Regional targets for phone calls & e-bookings for the customer service team & revenue target for the region
- Scheduling, vacation planning, interviewing, hiring, training for the customer service team
- Direct liaison with ground handling agent, regional & USA sales & operations teams, regional directors & upper management to ensure high productivity & performance
- Close liaison & communication with our North Atlantic Joint Venture partner – Delta Airlines
- Direct communication & relationship management with customers (email/phone/visits)
- Conducting weekly Station meetings, attending/preparing reports for weekly Management meetings
- Conducting internal/topic based training for the customer service team
- Conducting performance appraisals for the customer service team
- Project Manager – E-$ave (e-booking booster project for the Northeast).
Customer Service Specialist
USA Northeast Region, AFKL
04.2010 - 05.2012
Passenger Service Agent
JFK Int’l Airport – Air France
09.2008 - 03.2010
- Lead Agent (check in), Arrival lead, Gate Agent (boarding)
- Lead a team of 15 or more agents to ensure on-time check in (4-5 flights/day)
- Meet the aircraft on arrival, meet the technical/commercial crew, assist passengers at Immigration & Baggage service, report any discrepancies, make formal report for each arrival
- Ensure quick & efficient boarding of flights to maintain on-time departure, passenger information screening as required by regulations, enforce restriction on cabin bags to ensure flight safety.
Education
Bachelor of Arts in English with Business minor -
Skills
- Microsoft Office (Word, Excel, Power Point)
- Email applications
- English, Bangla and Hindi (speaking/understanding)
- Program Improvement
- Data Analytics
- Account Management
- Training programs
- Cross-Functional Collaboration
- Procedure writing
- Engagement strategy development
- Customer Empathy
- Customer feedback management
- Cross-departmental Alignment
- Pricing Strategies
- Strategic Planning and Alignment
- Training and Onboarding
- Relationship Building
- Service Promotion
- Salesforce CRM Software
- Team Recruiting and Hiring
- Business Objective Analysis
- Team Leadership
- Computer Proficiency
- Goal Setting
- Attention to Detail
- Teamwork and Collaboration
- Adaptability
- Problem-Solving
- Root Cause Analysis
- Effective Communication
- Client Relationship Management
- Interpersonal Skills
- Public Speaking
- Microsoft Office
- Event Coordination
- Active Listening
- Corporate Communication
- Customer Relationship Management (CRM)
- Business Intelligence
- Pricing strategy
- Interpersonal Communication
- Written Communication
- Reliability
Accomplishments
- Supervised team of 17 staff members.
- Global Master Trainer for AFKL Salesforce CRM.
- Successfully trained South America and North America Distribution & Customer Service teams as Master Trainer to launch the AFKL Salesforce CRM tool
- Collaborated with Delta & AFKL teams to get CXO organization get started and continue to flourish.
- Continuously supporting the transformation change management for Distribution & Customer Service teams.
Certification
- Certified Lean 6 Sigma Coordinator - KLM Cargo
Languages
Bengali
Native or Bilingual
Hindi
Professional Working
English
Native or Bilingual
Timeline
Customer Experience Manager - AFKL-DL Joint Venture
07.2019 - Current
Lead Flight & Pricing Analyst - Revenue Management Americas (Inbound), AFKL
11.2017 - 06.2019
Flight & Pricing Analyst - Revenue Management Americas (Inbound), AFKL
07.2014 - 11.2017
Customer Service Manager - USA Northeast Region, USA, AFKL
05.2012 - 06.2014
Customer Service Specialist - USA Northeast Region, AFKL
04.2010 - 05.2012
Passenger Service Agent - JFK Int’l Airport – Air France
09.2008 - 03.2010
- Bachelor of Arts in English with Business minor,
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Training
- LEAN-6-SIGMA - facilitator, the Americas
- Management, Customer Service, Passenger Service Trainings at Air France – KLM
- Various Tools required for day-to-day activities at Air France-KLM
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