Summary
Overview
Work History
Education
Skills
Timeline
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Helen Lima

Charlotte

Summary

Dynamic Customer Service Manager with a proven track record at American Airlines, excelling in team leadership and training. Enhanced customer satisfaction by reducing complaints through effective problem-solving and workflow management. Skilled in performance evaluations and staff development, fostering a culture of continuous improvement and high-quality service delivery.

Overview

19
19
years of professional experience

Work History

Customer Service Manager

American Airlines
06.2024 - Current
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
  • Reduced customer complaints by proactively identifying and addressing common issues.
  • Improved team morale by establishing recognition program for exceptional customer service.
  • Improved service delivery consistency by monitoring and adjusting workflows.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.

Trainer for New Hires and Wide Body Qualifications

American Airlines
06.2006 - Current
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
  • Utilized variety of instructional design methodologies to create effective learning experiences.
  • Trained and mentored [Number] new personnel hired to fulfill various roles.
  • Provided coaching and mentoring to employees.
  • Led cross-functional team to update training curricula, keeping pace with industry changes.
  • Engaged with subject matter experts to ensure training content accuracy and relevance.
  • Implemented gamification techniques in training sessions, boosting learner engagement and participation.

Crew Chief

American Airlines
06.2006 - 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.
  • Maintained high levels of productivity by setting clear expectations and monitoring progress throughout each project.
  • Enforced strict safety protocols to protect crew members.
  • Resolved conflicts among team members, fostering more cohesive work environment.
  • Led by example, demonstrating commitment and professionalism in all tasks.
  • Cultivated culture of respect and integrity within crew, enhancing overall team performance.
  • Implemented rotating shift system, balancing workload and reducing employee burnout.
  • Improved safety standards with thorough training sessions for new recruits.
  • Encouraged team feedback, leading to continuous operational improvements.
  • Oversaw quality control measures, maintaining high standards for all completed tasks.
  • Adapted quickly to unforeseen challenges, minimizing disruptions to project timeline.
  • Supervised daily operations, leading to smoother project execution and timely completions.
  • Communicated effectively with clients, addressing concerns promptly to maintain strong working relationships.
  • Streamlined task delegation, matching skills to tasks for optimized productivity.
  • Ensured strict adherence to safety protocols, significantly reducing workplace accidents.
  • Managed tight schedules to ensure timely project completion and client satisfaction.
  • Adapted easily to changing project specifications, demonstrating flexibility and a commitment to meeting evolving client requirements.

Education

High School Diploma -

Waianae High School
Waianae, HI
05-1999

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Time management
  • Training and mentoring
  • Decision-making
  • Excellent time management skills
  • Effective workflow management
  • Team building and leadership
  • Relationship building
  • Handling escalations
  • Quality assurance
  • MS office
  • Issue resolution
  • Staff training
  • Positive and constructive feedback
  • Training and coaching
  • Product knowledge
  • Deadline oriented
  • Staff management
  • Meticulous attention to detail
  • Escalation handling
  • Work prioritization
  • Skilled trainer
  • New hire training
  • Policy enforcement
  • Performance evaluations
  • Continuous improvement
  • Personnel training and development
  • Workflow management
  • Research and due diligence
  • Staffing coordination
  • Workforce management
  • Talent development
  • Regulatory compliance

Timeline

Customer Service Manager

American Airlines
06.2024 - Current

Trainer for New Hires and Wide Body Qualifications

American Airlines
06.2006 - Current

Crew Chief

American Airlines
06.2006 - Current

High School Diploma -

Waianae High School

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Helen Lima