Summary
Overview
Work History
Education
Skills
Timeline
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Wilford (Tony) Batiste

Buford,GA

Summary

Dynamic leader with a proven track record at enhancing customer satisfaction and team productivity through effective time management and exceptional verbal communication. Skilled in Microsoft Office Suite and adept at fostering team collaboration, consistently achieving performance targets. Demonstrated ability to mentor staff and streamline operations, significantly improving business outcomes.

Overview

12
12
years of professional experience

Work History

Regional Assistant

Southern Airways Express
07.2023 - 03.2024
  • Collaborated with corporate leaders on initiatives aimed at improving overall business performance across all regions.
  • Acted as a liaison between headquarters and local offices ensuring alignment of goals, strategies, and communication.
  • Improved overall efficiency within the region by analyzing workflows, identifying bottlenecks, and implementing process improvements.
  • Managed a diverse team of professionals, providing guidance, mentoring, and performance evaluations to support their career growth.
  • Negotiated contracts with vendors for better pricing and terms, resulting in significant cost savings for the company.
  • Reduced operational costs with efficient budget management and resource allocation.
  • Managed and Oversaw 5 stations

Station Manager

Boutique Air
01.2019 - 07.2023
  • Managed staff schedules for optimal coverage, ensuring excellent customer service and smooth operations.
  • Ensured regulatory compliance by maintaining accurate records, conducting audits, and addressing issues promptly.
  • Evaluated employee performance regularly, identifying areas for improvement and developing action plans accordingly.
  • Led team meetings to communicate updates, reinforce expectations, and foster open communication among staff members.
  • Developed and implemented safety protocols to maintain a secure working environment for employees.
  • Enhanced employee performance by providing ongoing training, coaching, and feedback.
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Collaborated with regional management to align station objectives with company goals.
  • Monitored production operations for quality and compliance with standards.
  • Collaborated with leadership staff to determine appropriate budgets.

Customer Service Supervisor

Southwest Airlines
03.2016 - 04.2017
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.

Ramp Service Supervisor

Southwest Airlines
01.2015 - 02.2016
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
  • Company liaison working in concert with employees union.
  • Corporate Trainer



Lead Customer Service Representative

United Airlines
10.2011 - 12.2014
  • Managed a team of customer service representatives, consistently achieving performance targets and goals.
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Reviewed associate performance to identify training needs.
  • Worked and trained multiple positions (i.e. Ticket Counter, Gates)

Education

High School Diploma -

Istrouma High
Baton Rouge, LA
05.1979

Skills

  • Fast Learner
  • Reliability
  • Time Management
  • Computer Skills
  • Team Collaboration
  • Verbal and written communication
  • Relationship Building
  • Office Administration
  • Workload Management
  • Schedule and calendar management
  • Microsoft Office Suite

Timeline

Regional Assistant

Southern Airways Express
07.2023 - 03.2024

Station Manager

Boutique Air
01.2019 - 07.2023

Customer Service Supervisor

Southwest Airlines
03.2016 - 04.2017

Ramp Service Supervisor

Southwest Airlines
01.2015 - 02.2016

Lead Customer Service Representative

United Airlines
10.2011 - 12.2014

High School Diploma -

Istrouma High

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Wilford (Tony) Batiste