Sebastian Frongillo
Orlando,FL
Summary
High-powered Manager/Director who effectively motivates through continual guidance, direction, development and coaching
Overview
22
22
years of professional experience
Work History
Head of Airport Services, US Caribbean
Norse Atlantic Airways
Orlando, Florida
06.2022 - Current
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Exceeded customer satisfaction by finding creative solutions to problems.
Performance Excellence Manager
GAT Airline Ground Support
Orlando, FL
04.2021 - 06.2022
- Successfully created and managed new station startups to enhance operational efficiency.
- Delivered fast, friendly, and knowledgeable service for routine inquiries and complaints.
- Evaluated customer account information to identify current issues and propose effective solutions.
- Maintained project files and correspondence in chronological order for streamlined access.
- Monitored training completion rates, achieving 100% monthly training compliance.
- Forecasted and scheduled project timelines while assessing personnel performance and cost efficiency.
- Orchestrated project schedules by defining incremental milestones for better tracking.
- Developed professional relationships with team members to improve customer service effectiveness.
Customer Service Manager
American Airlines
Orlando, FL
09.2019 - 04.2021
- Cultivated open, professional relationships with team members to enhance customer service effectiveness.
- Delivered prompt and knowledgeable assistance for routine inquiries and service complaints.
- Evaluated customer account data to identify current issues and propose solutions.
- Oversaw gate operations to guarantee timely departures.
- Responded efficiently to emergency situations, ensuring safety and compliance.
- Monitored cabin cleaning processes, achieving 100% completion in audits.
- Conducted thorough overnight cabin cleaning audits to uphold standards.
- Achieved full compliance with monthly training requirements through diligent monitoring.
Account Manager-BSO
Bags Inc.
Orlando, Florida
02.2018 - 09.2019
- Managed baggage service agents to ensure high-quality guest, client, and employee interactions.
- Provided exceptional service to guests and clients, enhancing overall satisfaction.
- Traced and reunited customers with lost luggage to minimize inconvenience.
- Monitored operations metrics to uphold service quality standards.
- Developed customer service protocols and standards to streamline operational efficiencies.
- Addressed customer issues promptly to prevent escalation and ensure timely resolutions.
- Implemented dispute tracers, leading to improvements in monthly MBR performance.
Station Manager
Tri-Star Airport Handling Services Co.
Orlando, FL
09.2017 - 02.2018
- Monitored daily operations of 20 customer support teams to ensure efficiency.
- Developed and executed programs to enhance customer satisfaction.
- Owned team productivity metrics to drive performance improvements.
- Addressed negative customer feedback promptly to maintain service quality.
- Communicated effectively with team members to establish clear expectations.
- Implemented policies and process improvements to boost retention rates.
- Managed expenses within budget constraints to optimize financial performance.
- Cultivated in-depth knowledge of products and services, leading to increased sales.
Below Wing Manager
TBI Airport Management
Sanford, FL
01.2017 - 09.2017
- Coordinated with agencies to support airfield management activities.
- Delivered superior service to customer airlines based on specific requirements.
- Reviewed operational costs and forecast data to align with corporate objectives.
- Tracked daily performance metrics, taking corrective actions to address shortfalls.
- Administered organizational policies while overseeing subordinate managers’ responsibilities.
- Developed and implemented strategic plans for operational and financial performance.
- Led employee relations initiatives through effective communication, coaching, and recognition.
- Mentored employees to enhance bench strength for promotional opportunities.
Operations Agent/Load Control
Swissport USA
Orlando, FL
09.2015 - 01.2017
- Oversee flight pre-planning and cargo utilization
- Monitor and coordinate day to day airline operations; gate assignments, weight and balance
- Liaise with government agencies to collate data and inform them of airline standards and procedures
- Collect all flight documentation required by carrier before flight departure
- Dispatch all messages as required during pre and post flight
- Anticipate potential operational conflicts and resolve conflicts in a timely manner
- Receive and relay information related to inclement weather in order to safeguard equipment
General Manager/Customer Service/Director Quality Assurance
ALCLEAR,LLC
Orlando, FL
10.2010 - 09.2015
- Directed and coordinated all aspects of customer service operations.
- Managed call center to achieve call handling goals effectively.
- Oversaw online chat team to enhance communication with members.
- Resolved all member escalations to ensure satisfaction and retention.
- Organized retention incentives for members canceling memberships.
- Implemented win-back strategies for inactive members to boost engagement.
- Conducted comprehensive analysis of customer base for strategic improvements.
- Standardized reporting of KPIs, including lifetime value and retention metrics.
Customer Service Supervisor
Airtran Airways
Orlando, FL
04.2009 - 10.2010
- Supervised Gate Agents to ensure timely departures and efficient operations.
- Managed ticket counter operations, optimizing customer service delivery.
- Assigned flights to Crew Members, providing assistance as necessary.
- Resolved customer issues promptly, enhancing satisfaction and service quality.
- Coached and mentored employees to deliver exceptional customer experiences.
- Contributed to International Operation start-up Team, facilitating smooth transitions.
- Successfully led key projects, resulting in improved on-time performance.
- Oversaw Crew Members engaged in Customer Service, ensuring compliance with standards.
Manager Airport Operations
Jetblue Airways
Jamaica, NY
03.2003 - 12.2006
- Directed and coordinated all aspects of customer service operations.
- Managed operational manpower requirements for successful Terminal 4 launch.
- Oversaw budget management to ensure fiscal responsibility.
- Represented customer service during annex gate startup, ensuring seamless integration.
- Assisted with international startup operations at JFK, optimizing processes.
- Coached and mentored crew members, facilitating professional development opportunities.
- Participated as a member of the Care Team to enhance service delivery.
Skills
- Client relations specialist
- Conflict resolution techniques
- Airline Training/Safety
- Airline Scheduling
- Knowledge of IATA/ICAO codes
- 25 years in aviation and airline operations
- Knowledge of B787, B767, B737 MD83
- Gate Management
Timeline
Head of Airport Services, US Caribbean
Norse Atlantic Airways
06.2022 - Current
Performance Excellence Manager
GAT Airline Ground Support
04.2021 - 06.2022
Customer Service Manager
American Airlines
09.2019 - 04.2021
Account Manager-BSO
Bags Inc.
02.2018 - 09.2019
Station Manager
Tri-Star Airport Handling Services Co.
09.2017 - 02.2018
Below Wing Manager
TBI Airport Management
01.2017 - 09.2017
Operations Agent/Load Control
Swissport USA
09.2015 - 01.2017
General Manager/Customer Service/Director Quality Assurance
ALCLEAR,LLC
10.2010 - 09.2015
Customer Service Supervisor
Airtran Airways
04.2009 - 10.2010
Manager Airport Operations
Jetblue Airways
03.2003 - 12.2006
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