Customer Service Manager

Posted on: 2008-05-16

THERESA A. MANN 3206 Sarah Franklin Park, Illinois 60131 Email – [email protected] (708) 280-1919 OBJECTIVE To obtain a career in a management position in which I can utilize my proven analytical, management and administrative skills along with extensive experience in the aviation industry. American Airlines Oct 1999 – Dec 2007 Customer Service Manager of Airport Services Chicago’s O’Hare International Airport • Proactive in supervising Ramp and Passenger Service Department. • Responsible for operational and administrative management of both the International Arrivals and Departures. • Conducted the timely connection of bags, on-time delivery of freight and aircraft ramp activity. • Gained experience in working with the Transportation Workers Union of Ramp services. • Acted as a Company liaison for all government agencies including Homeland Security. • Trained employees and implemented the deicing plan for American Airlines. • Successfully passed Corporate Security, Finance, Aircraft Maintenance, TSA and FAA audits. • Provided training in Dangerous Good and Hazmat. • Worked with catering to provide security for aircraft. • Administrative responsibilities included time management, performance evaluations and quality control. Maintain effective communication with multiple levels of management, work groups and public. American Eagle Jun 1998-Oct 1999 Ramp Supervisor Chicago’s O’Hare International Airport • Directly responsible for the on time dependability of 21 gate. • Operational responsibilities include resolving service issues, equipment, scheduling, and personnel management • Managed all deicing operations during tour of duty. • Monitor contracts for outside vendors with regards to catering. • Ensured employees were in compliance with their Dangerous Goods and Hazmat training. Apr 1997 – Jun 1998 Flight Attendant Chicago’s O’Hare International Airport • Responsible for the safety and comfort of all passengers. • Assisted with travel needs as necessary. • Temporary duty assignment to In-flight to ensure appropriate lodging for the Flight Crews. United States Naval Reserves May 1988 – Sept 1999 Radioman San Diego, Naval Radio Receiving Facility • Ensured Ship to Shore communications with ships that were out to sea. • In charge of High sensitive material. United States Navy Aug 1984 – MAY 1988 Radioman San Diego, Miramar Naval Station • Prepared all out going messages for Aircraft Squadrons • In charge of the changeover of crypto material on a day-to-day basis. EDUCATION University of Phoenix June 1995 Bachelor of Science – Business Administration and Management Dec 1984 Paralegal Certificate, Law, Muir College AWARDS StAArs Among Us Award (Employee of the Month) Employee of the year 2006 (plaque place in an aircraft for a year)