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Work experience

Nov 2005Aug 2009

Customer Service Manager


2007-2009DHC USA INCCalifornia, Pennsylvania, London

Customer Service Manager

Directed Customer Service operations

Forecasted staffing needs

Hired and trained new employees

Oversaw all aspects of the opening, training, and organization of the new United Kingdom call center

Worked closely with upper management to identify areas for improvement for both internal and external customers

2005-2007DHC USA INCSan Francisco, CA

Customer Service Supervisor

Compiled and edited the company’s first Customer Service manual

Coached new and existing employees to help them further their skills

Administered the company’s progressive discipline process

Scheduled and managed time off requests for up to 20 employees

Handled escalated customer service calls and requests

Answered e-mails and correspondence from customers

Created templates for use by Customer Service group for responding to customers

Coordinated the transition of the Mail Order department to PA CC

Jun 1987Apr 2005

Customer Service Supervisor

US Airways

1996-2005US Airways ClubSan Francisco, CA

US Airways Club Supervisor/Customer Service Agent

Acting supervisor for offsite manager

Training instructor for new software rollouts, both individual and in a group setting

Managed billing and accounts receivable

Maintained club equipment and coordinated repairs and upgrades

Maintained club supplies, including food, beverage, and office supplies

Worked with elite status customers and provided stellar customer service

Handled thousands of dollars in transactions on a daily basis

1993-1996US AirwaysLos Angeles, CA

City Ticket Office Supervisor

Coordinated employee scheduling and staffing of four city ticket offices in the LA region

Personally covered staffing needs at all four locations

Assisted regional sales office in marketing to local travel agencies




Sunset High School


  Type 70 words per minute In depth knowledge of Cisco VOIP and ACD systems and reporting Advanced knowledge of OrderMate Advanced skill in ADP payroll services Proficient in Microsoft Office suite Excellent customer service skills with 20 years of problem solving experience I excel in a busy work environment and am easily able to multi-task