Summary
Overview
Work History
Education
Skills
Additional Information
Education and Training
Timeline
Generic

Tammy Moore

Angola,NY

Summary

Experienced customer service leader with 30 years of expertise in team management and enhancing customer satisfaction. Skilled in developing customer-focused teams and ensuring adherence to safety and operational standards. Committed to driving organizational goals through excellence in service delivery.

Overview

37
37
years of professional experience

Work History

Airport Ops and Ground Operations Supervisor

JetBlue
Buffalo, NY
09.2023 - Current
  • Completed training in customer service, conflict resolution, and safety procedures to stay compliant.
  • Resolved passenger inquiries and addressed issues during flights promptly.
  • Conducted pre-flight checks to ensure aircraft cleanliness and operational readiness.
  • Managed safety protocols for mechanical and passenger emergencies according to established standards.
  • Instructed passengers on safety procedures, including seat belts and emergency equipment usage.
  • Maintained cabin appearance, ensuring a neat and professional environment.
  • Anticipated passenger needs to enhance comfort throughout the flight.
  • Implemented cost-saving measures and developed strategies to boost efficiency across operations.

Station Service Office Supervisor

Southwest Airlines
Denver, CO
06.2016 - 09.2021
  • Monitored office inventory to ensure adequate supply levels.
  • Directed office personnel activities to align with corporate objectives.
  • Recruited and trained administrative team, enhancing support for corporate growth.
  • Conducted performance evaluations to assess progress and identify individual skills.
  • Liaised between employees and upper management to resolve workplace issues.
  • Developed administrative staff capabilities through targeted training and coaching.
  • Documented necessary actions for management to maintain operational continuity.
  • Collaborated with IAM and TWU Unions to address grievances from various departments.

Customer Service Supervisor

Southwest Airlines
Denver, CO
03.2014 - 06.2016
  • Advanced to Supervisor role, managing over 150 Customer Service Agents, which subsequently included 80+
  • Set clear expectations on daily assignments, utilize manpower effectively to decrease potential overtime for both work groups
  • Coordinate with all departments to maintain the station’s on time performance
  • Took on the challenge of Baggage Service Supervisor to help maintain focus on daily and monthly audits. Was able to improve the Stations audit by 40%.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Conducted research and reviewed findings to solve customer issues.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
  • Improved customer service wait times to mitigate complaints.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Led team engagement to assist cross-functional departments and achieve goals.

Technical Support Representative

Comcast
Englewood, CO
02.2011 - 08.2013
  • Ranked in top 15% of call center for achieving performance goals.
  • Resolved escalated customer service issues promptly and efficiently.
  • Provided technical assistance via phone, email, and chat for various services.
  • Demonstrated advanced product knowledge to troubleshoot hardware and software problems.
  • Monitored customer feedback to maintain high satisfaction levels.
  • Utilized remote access tools to assist customers with system issues.
  • Recommended service upgrades to enhance user experience and functionality.
  • Performed regular maintenance checks on customer systems, ensuring optimal performance.

Lead Cash Out Supervisor

Sam’s Club
Aurora, CO
01.2009 - 04.2010
  • Supervised front end operations, including door greeters, cart associates, gas station associates, cashiers, and supervisors.
  • Prepared schedules for five departments and coordinated coverage across all areas.
  • Conducted monthly audits and drafted performance evaluations for associates and five supervisors.
  • Achieved monthly budget targets for payroll hours.
  • Executed verbal and written performance coaching sessions to enhance staff development.
  • Resolved member complaints through effective communication and problem-solving strategies.

Operations Supervisor

Southwest Airlines
Baltimore, MD
02.2000 - 05.2004
  • Supervised over 75 Operations Agents, conducting annual evaluations to enhance team performance.
  • Trained and mentored employees to boost productivity across all operations.
  • Ensured daily on-time performance while minimizing overtime expenditures.
  • Reviewed weather information and dispatched flight messages to crews as required.
  • Audited flight paperwork and confirmed accurate weight and balance of aircraft.
  • Executed operational responsibilities to facilitate smooth flight operations within control limits.
  • Managed daily scheduling of Agents for optimal staffing and cost efficiency.
  • Monitored metrics in collaboration with Station Manager to track performance.

Customer Service Agent

Southwest Airlines
Seattle, WA
05.1997 - 03.2000
  • Assisted customers with ticket purchases, trip planning, pricing, and scheduling.
  • Completed order transactions and generated travel documentation and itineraries.
  • Contacted past customers to verify will-call orders and offer last-minute ticket options.
  • Responded to customer inquiries and complaints with professionalism and courtesy.
  • Addressed passenger complaints regarding ticketing and baggage handling efficiently.
  • Resolved support tickets within established timeframes to enhance customer service.
  • Engaged actively with customers, demonstrating effective listening and interpersonal skills.
  • Issued tickets, travel insurance policies, and detailed itineraries promptly.

Physical Therapy Assistant

United States Army
Watertown, NY
09.1988 - 01.1994
  • Executed diverse clinical and administrative tasks, including scheduling patient appointments and answering calls.
  • Maintained accurate patient records as per Physical Therapist guidelines.
  • Ordered clinical supplies to ensure uninterrupted service delivery.
  • Assisted in developing and implementing pool rehabilitation program for pre- and post-operative patients.
  • Served as lifeguard for pool rehabilitation program, ensuring safety at all times.
  • Managed monthly unit training program as Physical Fitness Trainer to enhance team performance.
  • Facilitated smooth operations by coordinating patient schedules and clinical activities.
  • Monitored and evaluated rehabilitation progress, contributing to improved patient outcomes.

Education

University for People, Certificate, Leadership Development Course -

University For People
LSS
05.2015

US Army, Certificate, Primary Leadership Development Course -

Jefferson Community College
05.1996

Master Fitness School, Certificate, Master Fitness Trainer -

08.1993

Certificate, Physical Therapy Assistant -

08.1988

H.S. Diploma - Math/Science

Mayville Central School
01.1987

Some College (No Degree) - Physical Education And Coaching

Jefferson Community College
Watertown, NY

BBA - Business Management/HR

University of Maine Presquile

Skills

  • Customer service management
  • Complaint resolution
  • Customer satisfaction enhancement
  • Staff supervision
  • Accuracy focus
  • Task management proficiency
  • Microsoft Office Suite
  • Meeting scheduling
  • Team leadership
  • Coaching and mentoring
  • Task optimization
  • Regulatory compliance oversight
  • Effective problem resolution
  • Operational performance tracking
  • Staff training and development
  • Informed decision-making
  • Crisis management
  • Time management
  • Conflict resolution

Additional Information

  • AWARDS AND ACKNOWLEDGEMENTS , Outstanding Academic Award, Southwest Airlines Winning Spirit Award, Southwest Airlines THE ARMY COMMENDATION MEDAL, Outstanding Service. CERTIFICATE OF ACHIEVEMENT, For Demonstrating Superior Physical Fitness by Obtaining A Perfect Score Of 300 On The Army Physical Fitness Test. CERTIFICATE OF ACHIEVEMENT, Outstanding Achievement While Attending Primary Leadership Development Course. Achievement of Above 90 Percent on All Written Examinations and The Honor Of Being Selected For The Commandant's List. THE ARMY ACHIEVEMENT MEDAL, For Voluntarily Enrolling In And Obtaining Her Red Cross Lifeguard Certification In Order To Serve As A Lifeguard Instructor In The Physical Therapy Pool Rehabilitation Program. THE GOOD CONDUCT MEDAL, September 1991 For Exemplary Behavior, Efficiency and Fidelity In Active Federal Military Service.

Education and Training

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Timeline

Airport Ops and Ground Operations Supervisor

JetBlue
09.2023 - Current

Station Service Office Supervisor

Southwest Airlines
06.2016 - 09.2021

Customer Service Supervisor

Southwest Airlines
03.2014 - 06.2016

Technical Support Representative

Comcast
02.2011 - 08.2013

Lead Cash Out Supervisor

Sam’s Club
01.2009 - 04.2010

Operations Supervisor

Southwest Airlines
02.2000 - 05.2004

Customer Service Agent

Southwest Airlines
05.1997 - 03.2000

Physical Therapy Assistant

United States Army
09.1988 - 01.1994

University for People, Certificate, Leadership Development Course -

University For People

US Army, Certificate, Primary Leadership Development Course -

Jefferson Community College

Master Fitness School, Certificate, Master Fitness Trainer -

Certificate, Physical Therapy Assistant -

H.S. Diploma - Math/Science

Mayville Central School

Some College (No Degree) - Physical Education And Coaching

Jefferson Community College

BBA - Business Management/HR

University of Maine Presquile

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