Customer Service Agent
Piedmont/American Airlines, Augus
Total years of experience :17 years, 8 Months
Ground Handling Division
Provide customer service to transitioning inbound/outbound flights, load/unload passenger baggage, and ground servicing of aircraft. Serve as liaison for employee concerns. Serve as Shift Lead with responsibility to provide liaison with FAA, Department of Homeland Security, airport, and airline officials.
* Guided team to achieve improvement in performance metrics
* Consistently recognized as team member capable of executing corporate objectives while maintaining high level of customer service
* Awarded monetary compensation award from corporate for provided outstanding customer service
I provided short term mentoring support to personnel training at the NATO Joint Forces Training Center in Bydgoszcz, Poland. I conducted leader development training for personnel deploying to Afghanistan to serve on military advisory teams.
• While in Poland I created and presented a professional development document to senior staff. My document was forwarded to senior NATO staff to identify, staff and train middle managers.
• Introduced tools/methods designed to assist advisory teams support diversified Afghan audience
• I presented several briefings to the training center Chief Executive Officer
As a training manager serving in Iraq I administered direct management responsibility for 40 personnel responsible for delivering curriculum analysis and instructional design, development, and implementation. The team applied ADDIE methodology to the full life cycle of course development in an established process by developing a course needs assessment, course design, implementation, and evaluation.
• Created and maintained training documentation that would serve as official historic record
• Identified and selected as No.1 candidate for manager position over persons with more seniority
• Successfully identified and initiated new business opportunities within the region
• Deputy Program Manager, 04/12-09/12
As a Deputy Program Manager I successfully managed a multi-million dollar, multi-year Civil Information Management contract in Eastern Afghanistan.
• Brigade/Division Information Manager, 10/10-04/12
In my capacity as an Information Manager I provided quality control of information entered into the database of record for operations in Afghanistan.
• Training Team Leader, 08/09-09/10
I directed operational and administrative activity for 25 personnel responsible for introducing new equipment to Afghan security forces.
• Training Team Leader, 03/08-05/09
I planned, evaluated, analyzed, implemented and delivered training programs to over 5000 members of Iraq Security Forces. I provided subject matter expertise on how to operate institutional training for Iraqi soldiers at all levels
• Staff Trainer, 01/08-03/08
I organized and delivered lesson plans and related exercises to prepare African soldiers’ ability to perform Peace Keeping Operations in Sudan.
Assisted project teams with the management, development, implementation, and sustainment of Logistics Civil Augmentation Program (LOGCAP); Establish procedures for execution of planning cycle actions, such as, combat support augmentation requirements for operations
Analyzed and interpreted directives covering operational planning matters; Apply knowledge of laws, policies, precedents and directives applicable to LOGCAP; Prepare and present briefings and reports for various levels of management
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