Customer Relation Supervisor Resume

Lemma Deol
53 Chena Lane, Albany, NY 12459
(516) 123-4567
Email: you@yourdomain.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
Eastern Airlines Ltd., Albany, NY 1998-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
Semsun Links Inc., New York, NY 1990- 1998
* 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 (1996-1997).
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, (1992-1995).
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 :

I am well known as a hard worker that gets along with everyone. Personal interests include skydiving, mountain biking, jazz and Japanese flower arranging.