Summary
Overview
Work History
Education
Skills
Timeline
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Don Mends-Cole

Charlotte

Summary

Dynamic and results-driven professional with extensive experience at American Airlines, excelling in crew leadership and performance improvements. Proven track record in training and mentoring staff, enhancing customer relations, and resolving conflicts effectively. Skilled in mechanical troubleshooting and incident management, consistently delivering high-quality service and fostering a collaborative work environment.

Overview

11
11
years of professional experience

Work History

Crew Chief

American Airlines
07.2023 - Current
  • Managed team according to company standards and compliance requirements.
  • Organized daily assignments for crew members, ensuring efficient use of time and resources.
  • Trained all team members on key roles to maintain flexibility.
  • Mentored junior crew members, fostering a supportive work environment and promoting professional growth.

Manager

Piedmont Airlines
05.2021 - 06.2023
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.

Ramp Agent

Delta Global Services
03.2019 - 06.2021
  • Efficiently operated ground service equipment, such as tugs and belt loaders, to facilitate smooth handling of baggage and cargo.
  • Guided aircraft into and out of parking positions using hand signals.
  • Maintained clean ramps, preventing trip hazards or debris from interfering with aircraft movements or personnel safety.
  • Loaded and unloaded luggage and freight and assisted crew and travelers with bags for over [Number] daily flights.

Customer Support Coordinator

First Advantage
03.2014 - 11.2019
  • Managed high-volume inbound calls, providing exceptional service to customers in need of assistance.
  • Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
  • Adhered to company policies, procedures and system documentation requirements.
  • Established positive relationships with clients through proactive communication and attentive listening skills.
  • Collaborated and maintained communications with sales representatives on customer-related issues.
  • Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
  • Achieved high levels of customer retention by consistently delivering outstanding support experiences.
  • Resolved discrepancies found on customer orders and facilitated communication between departments for resolution.

Education

High School Diploma -

First Assembly Of God High School
Monrovia, Liberia
08-2006

Skills

  • Training and mentoring
  • Performance improvements
  • Mechanical troubleshooting
  • Crew leadership
  • Crew supervision
  • Routine Inspections
  • Staff training
  • Safety inspection
  • Incident management
  • Schedule management
  • Customer relations
  • Microsoft Excel
  • Data entry
  • Problem resolution
  • Complaint handling
  • Call center operations
  • Microsoft outlook
  • Follow-up skills
  • Call management

Timeline

Crew Chief

American Airlines
07.2023 - Current

Manager

Piedmont Airlines
05.2021 - 06.2023

Ramp Agent

Delta Global Services
03.2019 - 06.2021

Customer Support Coordinator

First Advantage
03.2014 - 11.2019

High School Diploma -

First Assembly Of God High School

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Don Mends-Cole