yyyyyy x. yyyyyy                    xxxxxx fort street, apt. 104 - riverview, mi 49193

                                                                                                                                                  xxx-xxx-xxxx

                                                                                                                                               abc@xyz.com

                                                                                                                                                           

objective

accomplished hands-on supervisor dedicated to driving outstanding performance results through proven exemplary abilities to motivate, coach and train personnel, with an emphasize on team work and accountability for all stakeholders.

 

career profile

ø  over 22 years of experience with united airlines in their detroit reservation center, performing in increasingly-responsible roles for organization.

ø  currently serve in coaching/counseling/mentoring assignment overseeing 28 reservations sales and service agents.

ø  have held responsibilities in analyzing work schedules and planning midnight shifts for 30+ personnel.

ø  cross-utilized personnel to maximize organizational budgetary controls and cost savings.

ø  emphasize team unity and serve in a hands-on supervisory role, utilizing strong proficiencies in training, developing and motivating individuals to consistently perform at highest levels.

ø  possess people-oriented approach to all actions; strongly results driven.

ø  place great deal of emphasis on team providing excellent customer service, developing and implementing programs and initiatives that support positive and successful outcomes.

ø  acknowledge importance of recognizing efforts of team members that contribute to continued growth of organization.

ø  additionally, serve as office coordinator of travel options by united.

 

professional experience

united air lines, detroit reservations center                                                                             1989 c present

global services and elite network supervisor (2001-present)

         manage sales team of 28 reservations sales and service agents, working in a coaching/counseling role in support of assisting team to exceed performance goals/targets.

         on a monthly basis, perform three call quality observations for each team member and monitor team for adherence, aht, csat, revenue and effectiveness.

         continually emphasize importance of customer service, facilitating processes/procedures that support win-win situations for customers as well as for company.

         was recipient of #2 ranking in the dtwcc for january based on achieving performance metrics.

         recognize team member performance by openly celebrating various successes, with a focus on motivating others to reach highest potential and performance.

 

reservations operations specialist (1996-2001)

         provided daily operations management to achieve tsf goals for all dtwrr products.

         oversaw team of 30+ midnight shift personnel, organizing and planning the work for each shift to maximize manpower, and administering anp when feasible in support of cost savings for company.

         worked closely with colleagues, assisting where needed to assure completion of assigned tasks.

 

education

central state university, wilberforce, oh

bachelor of business administration studies, 1983-1988