More Related Content
What's hot (19)
Viewers also liked (13)
Similar to resume 5 2015docx (20)
![Jp_Coulsen[1]](https://cdn.slidesharecdn.com/ss_thumbnails/76f71e2a-f116-465f-bed8-448418fdf596-160304131703-thumbnail.jpg?width=560&fit=bounds)
resume 5 2015docx
- 2. Lucy Duarte 38 W. Wimbolton Drive Mt. Prospect,IL 60056 Ld3664@gmail.com Cell: 847-322-3664 Dedicated Customer Service Managerwith over 20 years of experience in customer service settings. Achieve record-high customer satisfaction rankings, improvements to the bottomline and turnaround of underperforming operations. Enthusiastic commitment to customerservice asa key driver of company goal attainment. Lead by example and ensure the execution of all safety,security,quality and operations policies. Areas of Expertise: Customer Service Management Complaint Handling & Resolution Operations Management Customer Satisfaction Enhancement Front-End Supervision Sales Teambuilding & Training Cost-Reduction Strategies Business Relations/Builder Professional Experience: American Eagle Airlines Chicago, IL Ramp Operations/ Administration Manager 04/14 to current Responsible for design, development and administration of programs and activities for specified departments. Compiles and analyzes data using independent judgment to determine procedures involved. Assists in establishing and maintaining programs and procedures while drawing conclusions in developing recommendations for solutions of business and administration concerns. Prepares presentation/correspondence. Ensures procedural compliance and compliance with
- 3. legal requirements. Performs audit activities to determine what, if any, problems exist and ensures corrective measures are taken. Work hand in hand with Human Resources when handling investigations, grievances, and unemployment hearings Understand and apply provisions of union agreements and company/federal regulations Exercise sound judgement in making recommendations on information gathered/reviewed Flexible and capable of adapting to constant change Ability to learn PC applications and apply knowledge Work well underdeadlines and high volume stress of project work Ability to prioritize tasks,handle multiple projects concurrently,work with minimum supervision Work with all levels of management in communicating issues and making presentations Directs and coordinate department activities and is responsible for running a safe and effective operation. In this role the Manager will resolve operational problems during tour of duty which includes working in the operation during peak or irregular periods. Through the use of cross-functional teams, the Manager may generate and implement quality improvement ideas. Responsible for meeting profitability and cost control goals; develops and monitors budget and spending,actively seekscost reduction ideas,and monitors lost time. Coordinates activities of the ramp service team with related activities of other departments to ensure efficiency and economy Evaluate current procedures and practices for accomplishing ramp service objectives to develop and implement improved proceduresand practices Ensure compliance with all operations(safety/government requirements) Investigate discrepancies and compiles statistical data for compliance purposes. Coach and counsel personnel and provides guidance to their team on ramp service and performance issues Coordinate variousaspects of the operation including scheduling,hiring,and training Evaluate team performance through corporate quality control measurements, such as observations,feedback,data and customer complaints and compliments American Eagle Airlines Chicago, IL Ramp Operations Supervisor 01/14 to 07/14 same as listed prior below American Eagle Airlines Chicago, IL
- 4. Customer Service Supervisor 10/12 to 1/14 Great CustomerService,Sales,and Organizational skills Strong AnalyticalandAdministrative abilities Excellent oral and writtencommunicationskills,leadership,initiativeandjudgment Abilityto work in a high energy,highpaceenvironmentandmaintainforce Communicate with managers, peers, both within immediate department, as well as with other departments Spend majority of time in the operation,interacting with employees and customers Work in operation during peak or irregular periods Ability to multi-task and work independently while paying attention to detail Coordinate operation including scheduling and training when necessary Analyze and resolve work problems, or assists workers in solving work problems Initiate or suggest plans to motivate workers to achieve work goals and team building Recommend or initiate personnel actions, such as promotions, transfers, discharges, and disciplinary measures Assist in recommendations to measure the improvement of performance and quality of product, changesin work conditionsto increase efficiency Maintain time and attendance records as well as personnel files and performance records Confer with other Supervisors and/or Managers to coordinate activities of individual departments Coach and counsel personnel and provide guidance to employees on customer service and performance issues Document employee performance using Peak Performance through Commitment Encourage employee teamwork to generate and implement ideas Organize and execute the process of ground transportation ofpassengers when needed Involvement in the constant improvement of all safety aspects of the departments Ensure adherence of Company safety standards Administer company policies and procedures Assist in the screening and hiring process of new recruits
- 5. American Eagle Airlines Chicago, IL Ramp Operations Supervisor 4/11 to 10/12 RMOD Alternate coverage per operational need (Ramp Management Operation Dept.) Great CustomerService and Organizationalskills Strong AnalyticalandAdministrative abilities Excellent oral and writtencommunicationskills,leadership,initiativeandjudgment Communicate with managers, peers, both within immediate department, as well as with other departmentsto meet operationalneed Assist in the screeningandhiring process ofnew recruits Resolve operational problems duringtour ofduty Coordinate operation including scheduling and training when necessary Document employees performance using Peak Performance through Commitment (PPC) Conduct investigations and Boards of Inquiry (BOI) Directing investigations into cause of internal and external complaints relating to the department Recommend or initiate personnel actions, such as promotions, transfers, discharges, and disciplinary measures Assist in recommendations to measure the improvement of performance and quality of product, changesin work conditionsto increase efficiency Enforcing of all company rules, and regulations in conjunction with the TWU contract Provide employees with necessary tools, resources and training to meet/exceed all operational performance goals Train new hire Clerks,new Supervisors, conduct safety training classes Responsible for the performance of Field Service Clerks Coordinate workersin multiple areas of Ramp Operation Assist in organizing the process of ground transportation ofbags when needed Coach and counsel personnel and provide guidance on Ramp Operation Interpret Company policies to workers and enforce safety regulations, adherence of Company safety standards Assist workers in solving work related problems Write delay analysis, irregularity reports and complete documentation American Eagle Airlines Chicago, IL Bag Team Operations Supervisor 10/10 to 4/11
- 6. Insure timely process and delivery of bags Regulate the process of baggage change order requests Organize and execute the process of ground transportation ofbags when needed Monitordaily input of data on management reports Monitordaily delaysand cancellations Recommend or initiate personnel actions, such as promotions, transfers, discharges, and disciplinary measures Actively seek cost reduction ideas Initiate or suggest plans to motivate workers achieve work goals Assist Ramp Supervisors with monitoring of ramp operation as needed Ensure adherence of Company safety standards Enforcing of all company rules, and regulations in conjunction with the TWU contract American Eagle Airlines Chicago, IL Fleet Service Clerk 7/09 to 10/10 Handling of baggage and/or items on and off aircraft, carts, containers, and transporting these bags and/oritemsbetweenterminals,gates,andbagbelts External servicing of the aircraft including lavatory, potable water, external electricity, air start and preconditioned air Arrival and departure activities of aircraft including cleaning aircraft windshield; pushing out and related guide person functions American Airlines Chicago, IL Fleet Service Clerk 4/08 to 1/09 Handling of baggage and/or items on and off aircraft, carts, containers, and trucks. transporting these bagsand/oritemsbetweenterminals,gates,andbagbelts External servicing of the aircraft including lavatory, potable water, external electricity, air start and preconditioned air Arrival and departure activities of aircraft including cleaning aircraft windshield; pushing out and related guide person functions. Creative Mortgage Corp. Elgin, IL
- 7. Mortgage Broker 5/04 to 3/08 Owned/Managed the business with 5 employees Sponsorand Host Open Houses for local Realtors ExceptionalCustomerService,Sales,Organizational,AnalyticalandAdministrative skills Establish great relationships with Banks, Realtors and Customers to secure/generate future repeat businessreferrals/revenue Shop network consisting of over forty lenders to select the most suitable program to match client needs. Assist Loan Officers with quoting and deal structuring of FHA and Conventional loans. Work closely with loan officers to obtain the highest level of customer satisfaction under high stress levels to meet mortgage contingencies and insure timely closings per sales contract and rate lock expiration dates. Write,Review andProcessmortgage loanapplications Work hand in handdirectly with bank Underwriters andTitle Company Expert at mortgage processing, Conventional and FHA loans through Freddie Mac LP, FNMA DU/DO, and manual underwriting and Calyx Point software. Experience with automated systems for several lenders Evaluate files for quality control and risk issues to identify and eliminate potential mortgage fraud. Complete auditsand generate reports to comply with state regulations/requirements Prepare closing documents and attend closings Complete administrative and payroll duties Education and Training
- 8. Elgin Community College Earned 25 credits- Concentration in Business Management/Accounting References Available Upon Request