Erin E. Clark Resume
- 1. ERIN E. CLARK 3453 South Ammons Street 2-6 Lakewood, Co. 80227 (303) 520-0796 erinclark29@yahoo.com SUMMARY 19 years in customer service role/ 14 years in management role Proven abilities to successfully establish strong professional relationships with contract vendors, internal and external customers including: FBI, TSA, DHS, Denver police department and City and County of Denver officials. Communicate effectively to interdepartmental management levels across an organization. Directly accountable for hiring, developing, training, evaluating and ensuring work schedules and performance were met per company policy. As well identifying classifications in individuals for promotions and or company separations. Ability to prioritize and manage multiple, parallel projects to deadline in a cross-functional team environment Ability to understand and communicate complex problems, ideas and strategies - and to translate concepts to fully executable action plans Proven ability to forecast and resolve external customer complaints or complex issues in a timely matter EXPERIENCE Frontier Airlines - Denver, CO 1996-2015 Supervisor, Customer Service October 2000 to March 2015: Responsible for providing leadership and technical support to 40-50 direct report employees: overseeing performance, scheduling, coaching, training, mentoring, appraisal and evaluating on-time and accurate work flow processes to include discipline or corrective action if necessary. Daily communication of job expectations, staff plan or operation needs per forecasted customer flight loads and environmental needs. Directly oversees group of 15 lead employees to ensure policies and procedures are being followed as well as developing new procedures for the group to better serve the team. As well directly oversees front line employee work group ensuring policies and procedures are being followed, including quarterly evaluations to each member of my direct team. Trained and filled in the Systems Operations Control position working closely with a team of Flight Dispatchers, Flight crew schedulers and the local FAA coordinating passenger/baggage connection flights thru the Denver International airport. Instrumental in reducing company overall cost in reducing DOT reportable flight delays, customer complaints and International flight errors that constitute fines imposed by the Customs Boarder Protect agency. Auditing cash flow processes, waived fees or funds not collected and monitored documentation accuracies. Responsible for ensuring all ADA requirements were meet for customers with special request or needs. Controlled labor cost by optimizing staffing requirements according to customer needs, monitored break times, clock in/out accuracy and on-the-clock productivity. Created company approved moral boosting activities and recognition programs for direct report employee groups. Sabre operating systems/Navitaire operating systems. Lead, Customer Service March 1998 to October 2000: Responsible for managing and effectively communicating daily staff plan to employees ,analyzing future flight issues, coordination of plan to reduce time aircraft is on the ground and reporting all flight delays to direct supervision and tower management. Effectively resolve customer issues without escalating to next level of management and improving the customer experience Assist managers, supervisors, fellow leads and employees in work overflow or fill in where the operation lacked resources. Mentored and trained new employees during the on the job training program. Sabre operating systems and time management in fast paced environment. Agent/Front line employee March 1996 to March 1998: Responsible for customer service, on time and safe flight departures/arrivals, ticketing, cash handling and fee collection. Primary first customer contact interaction for passengers explaining our services and products offered. Maintained successful time management skills working with a team or independent. EDUCATION: Metropolitan State College