WORK HISTORY Confidential Helpdesk, Customer Service Receives telephone calls from users having problems using MASS08 computer software and hardware Talks with users to learn procedures followed and source of error and answers any questions Asks users to participate in diagnostic procedures to determine whether problem is caused by software or hardware. Researches problem to find solution and escalates if necessary Dispatches software, hardware and the appropriate support Records all calls in HEAT for tracking and resolution Handles billing questions and disputes Assists with administrative functions or office support as needed Projects Company image of competence, quality and concern for customers' needs Confidential Customer Service Supervisor Assisted in launch of Clear Registered Traveler Program at Albany International Airport, Dulles International Airport, Reagan National Airport, Boston International Airport, and Atlanta International Airport Managed 365 day, customer-facing, daily operations at Albany International Airport and Dulles International Airport Developed relationships and maintained effective communications with the Airport Authority, Transportation Security Administration, Airline Managers, and Vendors Oversaw mobile enrollment sites, to include: Pentagon Federal Credit Union, National Press Club, General Accounting Office, US Tax Court, local and national corporations, and government entities Provided daily operational updates to manager, supervisors, and subordinates Completed daily and weekly financial, customer-service and operational reports for upper management Ensured compliance to strict guidelines and rules established for the Registered Traveler Program as it relates to the overall security procedures and enrollment protocols, while providing outstanding customer service and maintaining members privacy, including biometrics and biographical data Provided oversight and leadership to employees to meet and exceed the standards set by Verified Identity Pass and TSA related to enrollments, verifications, and implementation of the Registered Traveler Program Supported development of staff, training, coaching, and mentoring, to include administering disciplinary actions and annual reviews Ability to motivate employees to surpass company goals by providing a variety of marketing strategies, promotions, and discounts, including competition among employees to generate leads and raise membership enrollments Responsible for team building approach to problem solving, employee relations and workplace issues Managed weekly scheduling of all employees and payroll functions Partnered with local hotels, convention centers, and agencies to discuss marketing opportunities and display marketing materials Security Clearance SIDA Confidential Independent Sales Contractor Oversaw all financial aspects of budget and operating expenses for 2.1m site to include annual revenue, P/L, daily accounting, customer retention and expansion of services. Monitored daily capacity planning and all operational issues, including: staffing, scheduling, ticketing, and customer service Implemented new revenue programs, such as Checkfree utility bill payment service and suggested alternate revenue-producing routes. Ensured daily bank transactions were completed and recorded properly Certified as a Western Union Compliance Manager Accountable that all property management and facilities maintenance be coordinated with Corporate offices Partnered and developed program for the local School for the Blind, to ensure residents were taught bus procedures, how to manipulate the bus system and terminal as a whole Provided exceptional customer service management and resolved issues Responsible for hiring, retention, training, mentoring, promoting, discipline, and annual reviews Supervised all departmental staff, consisting of: drivers, ticket counters check in agents, janitorial staff, and package express employees Built and maintained relationship with outsourced terminal employees and staffing partners Confidential Terminal Manager and Customer Service Supervisor Managed daily operations and staff of 60 in Albany, Orlando, and Savannah Planned and controlled annual budget for 3 million-dollars Prepared weekly capacity planning for this major transfer location Followed up on all dispatching and operational issues Supported operations of smaller agencies within the district Weekly Operational Reporting to District Manager, to include, labor, operations, budgeting, finances, and customer service issues Provided direct support to upper management providing travel arrangements, coordinating meeting requirements and handling escalated operational issues Ensured Fuel Testing diesel, fuel guidelines were followed, and completion of daily reports were maintained for DOT Responsible for all incoming and outgoing charter capacity fulfillment Provided reporting and oversaw all coding, invoicing, payables, receivables, and daily cash flow Internal representative for all local legal proceedings, such as unemployment claims, lost luggage and theft Oversaw the operation of package shipping, restaurant, and gift shop within facility Responsible for successfully resolving customer-service issues Coordinated monthly safety meetings for the terminal managers in the district, and monthly team and safety meetings Ensured the compliance of company policies and procedures Supported ticketing and shipping agents to ensure quality customer service Trained new employees in ticket sales, accounting procedures, and package shipment Resolved employee conflicts and provided discipline when necessary Handled all hiring, training, coaching, discipline, terminations, payroll and work scheduling Compiled logs for submission to DOT Developed a close working relationship with upper management, vendors, Drug Enforcement and Immigrations Ensured compliance of union drivers and assisted with grievance procedures COMPUTER SKILLS Microsoft Office Word, Excel, PowerPoint, Access, and Outlook Boss Heat Trips Kronos Daon/Live Scan Windows Operating System Encryption Software Packages Proprietary Software Systems Multiple POS Systems WorkNexus/LAMS Sabre/Apollo/SystemOne IssueTrak/PCD Gate/Appointment Quest/ PointSec Western Union Software EDUCATION/CERTIFICATES Albany Business College - Albany, NY, A.O.S. Medical Secretarial Science Corporate Privacy, Security Biometric Collection Training, PPI - Clear Program Compliance Manager - Western Union Safety and Compliance, Driver Hiring Supervisory Training, SMART Management Training, and 2001 National winner of POS Marketing Program Emergency Management - Greyhound Lines, Inc.