Samuel Cimalore
Lufkin,TX
Summary
Results-driven leader with positive attitude and passion for providing high-quality advice and guidance to clients. Proven ability to identify customer needs, resolve conflicts and build strong relationships. Possesses excellent problem-solving, communication and interpersonal skills.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
15
15
years of professional experience
Work History
Master Mission Advisor
Universal Weather and Aviation
10.2022 - Current
- Responsible for managing client relationships in a professional and courteous manner.
- Responsible for qualifying and discussing trip feasibility in global operations or complicated missions.
- Responsible for following up with clients for additional documentation to facilitate arrangements with foreign governments.
- Responsible for advising clients on issues and concerns that may come up during global operations.
- Responsible for maintaining blanket authorization permits for foreign nations.
- Responsible for keeping detailed and maintained client profiles for best services.
- Responsible for monitoring all client inquiries via phone call , email, or AFTN messages.
- Responsible for coordinating with all Universal internal departments to coordinate Flight Plans, Weather Briefs, Trip cost estimates, Client Relations Issues and Regulatory Services.
- Provided expert advice on international flight planning, scheduling, and execution, considering various factors like regulations, weather, and operational constraints.
- Responsible for staying informed about global regulations, airport procedures, and operational challenges to effectively advise clients.
- Responsible for quickly adapting to changing circumstances and client requests, leveraging global resources to overcome challenges.
Flight Operations Coordinator
PAM Jets
06.2020 - 10.2022
- Responsible for managing client preferences and accounts, to include catering details and preferred FBO's
- Responsible for qualifying and discussing trip feasibility
- Responsible for maintaining and verifying Flight Log accuracy and reconciliation
- Responsible for flight following all active flights
- Responsible for setting up crew and passenger services to include Rental Cars, Hotels, Airfare
- Responsible for setting up in house all overflight/landing permits, PPR's, Slot Confirmations, eAPIS transmissions
- Responsible for maintaining crew and aircraft document management, reminded crew members of upcoming expiring documentation
- Responsible for training new Flight Coordinators in all of the required work functions
- Supported operations by managing professional communications, tracking data and managing records.
- Reduced regulatory risks by acquiring documents, certificates, clearances and approvals from appropriate agencies.
Senior Mission Advisor
Universal Weather and Aviation
06.2016 - 06.2020
- Responsible for managing client relationships in a professional and courteous manner.
- Responsible for qualifying and discussing trip feasibility in global operations or complicated missions.
- Responsible for following up with clients for additional documentation to facilitate arrangements with foreign governments.
- Responsible for advising clients on issues and concerns that may come up during global operations.
- Responsible for maintaining blanket authorization permits for foreign nations.
- Responsible for keeping detailed and maintained client profiles for best services.
- Responsible for monitoring all client inquiries via phone call , email, or AFTN messages.
- SME on APAC permits, Saudi Arabia permit procedures, and Air Ambulance operations.
- Responsible for coordinating with all Universal internal departments to coordinate Flight Plans, Weather Briefs, Trip cost estimates, Client Relations Issues and Regulatory Services.
Mission Services Coordinator
Universal Weather and Aviation
03.2015 - 06.2020
- Responsible for following up and organizing all permit, handling, fuel, and transportation requests for all active trips with management and care of 4 individual teams for well over 50 trips monthly.
- Responsible for maintaining a valuable relationship with all Universal Weather vendors and Universal offices worldwide.
- Consistently high performer able to manage my work and productivity with little to no oversight.
- Specializing in Charter operations and Far East and European vendors.
- Responsible for making sure that all permits follow strict governmental guidelines and followed up on regularly.
- Adhered to all confidentiality requirements at all times.
- Met all customer call guidelines including service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Fostered an environment which encouraged continual process improvements.
General Manager
Titlemax
12.2013 - 02.2015
- Responsible for ensuring stable loan growth and keeping an active paying customer base, Responsible for managing 4 employees and a customer base of 600 people.
- Responsible for establishing all marketing and advertising efforts and close business partnerships with the local community.
- Responsible for properly appraising all vehicles and approving final value for loan.
- Responsible for ensuring that all collection activities are followed to company policy and to federal guidelines.
- Responsible for the stores overall profitability including managing expenses, labor, and sales to ensure a strong balanced business.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Cross-trained and backed up other customer service managers.
- Adhered to all confidentiality requirements at all times.
- Solved unresolved customer issues.
- Promptly responded to inquiries and requests from prospective customers.
- Strong leader of customer support staff.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Trained staff on operating procedures and company services.
- Provided accurate, specific and timely performance feedback for CSRs.
- Maintained accurate records of past due customer account activity.
General Manager
Flexi Compras
05.2013 - 12.2013
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Cross-trained and backed up other customer service managers.
- Adhered to all confidentiality requirements at all times.
- Met all customer call guidelines including service levels, handle time and productivity.
- Solved unresolved customer issues.
- Promptly responded to inquiries and requests from prospective customers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of customer support staff.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Maintained accurate records of past due customer account activity.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Customer Service Representative
Lowe's Home Improvement
05.2012 - 05.2013
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
- Managed high call volume with tact and professionalism.
- Defused volatile customer situations calmly and courteously.
- Met or exceeded service and quality standards every review period.
- Addressed and resolved customer product complaints empathetically and professionally.
- Referred unresolved customer grievances to designated departments for further investigation.
- Acted professionally and patiently when addressing negative customer feedback.
- Effectively managed a high-volume of inbound and outbound customer calls.
Store Manager
Rent A Center
05.2010 - 03.2012
- Scheduled and led weekly store meetings for all employees.
- Assigned employees to specific duties to best meet the needs of the store.
- Reported to the district manager regarding all store and staff issues.
- Analyzed budgets, financial reports and projections for accurate reporting of financial standing.
- Proposed and achieved cost savings by reducing product return rates.
- Assumed ownership of accounting, forecasting and strategic supply planning.
- Developed a comprehensive training program for new sales associates.
- Planned and directed staff training and performance evaluations.
- Trained all incoming sales team members.
- Contacted customers by phone and email in response to inquiries.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Solved unresolved customer issues.
- Strong leader of customer support staff.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Maintained accurate records of past due customer account activity.
- Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic, and sales.
Skills
- Regulatory compliance
- Group facilitation
- Compliance requirements
- Market research
- Project management
- Persuasion techniques
- Research
- Training and mentoring
- Relationship building
- Conflict resolution
- Product knowledge
- Analytical thinking
- Critical thinking
- Active listening
- Written communication
- Client engagement
- Cross-functional coordination
- Time management
- Report generation
- Risk assessment
- Problem-solving
- Customer service
- Data interpretation
- Strategic planning
Timeline
Master Mission Advisor
Universal Weather and Aviation
10.2022 - Current
Flight Operations Coordinator
PAM Jets
06.2020 - 10.2022
Senior Mission Advisor
Universal Weather and Aviation
06.2016 - 06.2020
Mission Services Coordinator
Universal Weather and Aviation
03.2015 - 06.2020
General Manager
Titlemax
12.2013 - 02.2015
General Manager
Flexi Compras
05.2013 - 12.2013
Customer Service Representative
Lowe's Home Improvement
05.2012 - 05.2013
Store Manager
Rent A Center
05.2010 - 03.2012
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