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Work Background
UlineSenior Customer Service Manager
Aug. 2022Atlanta Metropolitan Area
MSC Industrial Supply Co.Customer Care & Sales Program Manager
Mar. 2013 - Jul. 2022Mableton, GALeader of multiple inbound B2B, omnichannel contact center teams in Atlanta, GA and Harrisburg, PA. Project manager for the national Customer Care Sales Program.
Southwest AirlinesCenter Leader
Jan. 2012 - Mar. 2013Atlanta, GALocal Leader for over 300 Employees in the Atlanta Contact Center. Accountable for all Center performance standards results, reporting and Annual Operating Plan (AOP). Responsible for building and leading the Atlanta Contact Center Leadership team through the AirTran Airways/Southwest Airlines Integration with a focus on establishing Southwest Airlines Culture and Expectations in the Center.
AirTran AirwaysManager - Customer Relations Department
Feb. 2007 - Jan. 2012Atlanta, GAResponsible for leading, planning, staffing and management of Customer Relations Department for the fastest growing US domestic air carrier. Managed a $2.0 million annual budget. Designated to train, direct and motivate contact center management team of five. Managed and coordinated action plans for daily operations, establish work priorities and ensure Customer inquiries received via phone and email are handled effectively while meeting cost, productivity and quality goals. Organize communication and performance of over 50 Crew Members in three call centers and 15 virtual locations. Developed expertise in Nondiscrimination on the Basis of Disability in Air Travel (14 CFR Part 382).
AirTran AirwaysStation Manager at Ronald Reagan Washington National Airport
Feb. 2004 - Feb. 2007Washington, D.C.Led coordination of passenger and baggage movement for all daily departures. Forecasted human resource needs based on flight schedules and passenger volume to meet or exceed company performance and budget goals. Developed and managed $2.8 million annual budget. Provided organizational leadership for 20 AirTran Crew Members and 40 contract employees. Acted as the local company representative to the Metropolitan Washington Airport Authority, vendors, media and other corporate partners.
AirTran AirwaysCustomer Service Duty Manager - Orlando
Feb. 2002 - May. 2003Orlando, FLSpearheaded development of auxiliary hub operation as part of a three-person management team. Acted as interim General Manager for two months for AirTran Airways’ second largest airport operation. Primary duties consisted of leading operations and Crew Members at the Ticket Counter, Gate and Baggage Service Office at Orlando International Airport. Created and maintained extensive workforce schedules for 120 Crew Members.
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