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xxx-xxx-xxxx
0000 xxxxxx xxxx , xxxx , xxxxx 00000
abc@xyz.com

 

yyyyyy x. yyyyyy

 
yyyyyy x. yyyyyy

results-driven leader eager to contribute expertise in aviation industry as well as dynamic operations management and customer/passenger service skills toward supporting the employer in optimizing operational performance.

 

profile

ø  offer over 10 years progressive experience in the airline industry, with comprehensive management background.

ø  effectively define, develop and implement targeted action plans to maximize operational productivity, efficiency and profitability.

ø  proactive leader who successfully trains/develops, mentors and leads top-performing teams committed to providing superior service.

ø  proven value and dedication as a team member, as demonstrated by longevity and progression throughout career.

ø  exceptional ability to research and evaluate industry trends and use findings toward designing and executing innovative strategies.

ø  dynamic communication, presentation, relationship building and problem-solving abilities.

ø  excel at interacting with broad populations including senior management, sales and customer service staff as well as clients and external contractors.

ø  proven ability to gain trust and provide exceptional follow-up, creating increased productivity in staff and repeat business with customers.

 

career achievements

ø  achieved president s award for outstanding performance with both internal and external customers at northwest airlines for 2002 and 2003.

ø  recognized for perfect attendance at northwest airlines.

ø  cost-effectively maintained within guidelines for station budget and successfully exceeded monthly revenue.

ø  consistently provided superior customer satisfaction; received numerous letters for outstanding customer service.

ø  successfully achieved above average scores on all phone monitors throughout tenure.

ø  effectively established vendor services in birmingham alabama for northwest airlines.

 

professional experience

worldwide flight services company - birmingham, al                                                          2006-present

area general manager (2007-present)

  contribute dynamic leadership skills in managing 4 stations located nationwide, with full accountability for overseeing local management and ensure they are financial and operational sound.

  proficiently plan, develop and coordinate targeted strategies supporting enterprise-wide operations to optimize productivity, efficiency and quality of services.

  relied upon to lend expertise in supporting and guiding local management with investigations on internal and external complaints relating to the facility or contract.

  maintain full accountability for the stations financial planning and performance.

station manager (2006-2007)

  supervised the transition of the station from northwest airlines to worldwide flight services, with strong focus on ensuring a smooth, uninterrupted flow of operations.

  exhibited solid leadership qualities in coordinating the hiring and training of employees, playing a solid role in supporting the development of key team members.

  identified and implemented shift trade policy to allow agents to get time off without affecting their probationary period, instrumental to boosting performance.

 

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northwest airlines                                                                                                                1996-2006

customer service supervisor - birmingham, al (2002-2006)

  efficiently managed 14 employees, planned and coordinated workflow and delegated assignments to optimize utilization of human capital and operational resources.

  promoted superior service and exceptional customer satisfaction by promptly resolving issues and preventing escalation, serving as complaint resolution officer.

  ensured strict compliance with faa, tsa and nwa regulations by maintaining accurate and updated records.

  balanced daily accounting of the ticket agent sales and forwarded reports to corporate office, demonstrating strong detail orientation and financial skills in achieving operational goals and timelines.

customer service agent - colorado springs, co (2000-2002)

  applied advanced communication talents toward performing all passenger interactions and managing/resolving oversold flights.

  directly handled financial transactions including excess luggage fees, change fees, unaccompanied minor fees and purchasing tickets.

  contributed organizational and multitasking abilities in performing ramp duties such as loading and off loading luggage, mail, freight, cleaned interior of the aircraft and marshaled aircraft in and out of the gate.

reservation sales agent - hibbing, mn (1996-2000)

  selected to contribute industry knowledge and sharp leadership skills toward effectively delivering comprehensive new hire training in domestic and international reservations sales, playing a key role in building top-performing teams.

  actively participated in providing senior management with important feedback on the new computer-based training program.

  contributed industry knowledge and strong communication skills toward acting as first point of contact in responding to customer inquiries, troubleshooting problems and delivering flight information.

 

professional development/training

certified training instructor, ground security coordinator, complaint resolution officer and cargo acceptance certified - northwest airlines 

management training - worldwide flight services
select courses - front range community college (westminster, co)

 

 

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