| Lenore Hendricks 53 Chelsea Lane, Albany, NY 12459 (xxx) 323-5982 — lenoreh@yahoo.com EMPLOYMENT OBJECTIVE Customer Service Manager in the air transportation sector where my 12 years of progressive experience in the industry can add value to a customer-centric team. SKILLS AND ABILITIES Extensive experience in servicing customers, both in-person and by telephone, in the hospitality and transportation industry. An independent self-starter. Superior communications skills in dealing with customers, co-workers, and employees. Both verbal and written skills are strong. Well-organized and highly efficient working in a multi-tasking dynamic environment. Ability to plan, organize, and supervise the work of others. Knowledgeable and experienced in airline operations. Possess a strong combination of training and experience in the industry. WORK EXPERIENCE Customer Relations Supervisor: NorthSouth Airlines Ltd., Albany, NY (2008-present). Managed a team of 18 customer service personnel in a multi-base operation. Headed up a customer-service fact-finding team that surveyed existing personnel and benchmarked competitors to develop the basis for the company’s new program. Served as company representative on the Airport Operations Committee where airlines and airport management discuss mutual customer service concerns. Trained over 30 senior operations and customer service staff on the use of the company’s new customer relationship management database. Was named “Customer Service Advocate” for the years 1999 and 2000 and was cited in a major industry magazine as the “… ideal customer service employee”. Customer Service Agent: AirService Links Inc., New York, NY (2000- 2008). Dealt with customer service concerns and complaints, by phone and in-person. Trained new staff on the use of reservations and flight management software. Worked my way up from trainee to senior agent in less than three years. Developed a new customer-complaint management system that is still in use. Served as a member of the “Customer Service Encounter Group.” Worked with marketing staff on a major project to “define our customers”. EDUCATION Diploma in Customer Relations, Wilson Business School, Montpelier, VT (2006-2007). This intensive course focused on the airline and hotel industries and involved practical work terms with two companies. I finished 3rd overall out of 47 students. Graduate of Westway High School, Business, Montpelier VT, (2002-2005). Worked my way through school as a passenger agent at the local airport. In senior year was voted “Most Enterprising Senior” as a result of my extensive charity fund-raising. OTHER INFORMATION Am well known as a hard worker that gets along with everyone. Personal interests include skydiving, mountain biking, jazz and Japanese flower arranging. |
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