John Quesada
Lexington
Summary
Dedicated Shift Manager skilled in workforce management and customer service. Demonstrated ability to implement process improvements and manage challenging situations effectively, ensuring high levels of employee engagement and customer satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Service Shift Manager
Piedmont Airlines
West Columbia, SC
08.2013 - Current
- Supervised daily operations, ensuring adherence to company policies and enhancing customer satisfaction.
- Trained and mentored new team members, fostering a collaborative work environment.
- Implemented process improvements, reducing response times for customer inquiries and complaints.
- Managed staff schedules to optimize coverage during peak travel periods, improving workflow efficiency.
- Resolved escalated customer issues with empathy and professionalism, maintaining brand loyalty.
- Analyzed performance metrics to identify trends and enhance service delivery strategies.
- Coordinated with cross-functional teams to streamline communication and improve operational effectiveness.
- Led team meetings focused on performance review and continuous improvement initiatives.
- Managed challenging customer situations with diplomacy, leading to successful resolutions and minimized negative impact on business reputation.
- Addressed potential safety hazards proactively, creating a safe working environment for both employees and customers.
Education
High School Diploma -
North Augusta High School
North Augusta, SCAssociate of Arts - Business in Travel And Tourism
Pittsburgh Technical Institute
PASkills
- Training and coaching
- Workforce management
- Employee engagement
- Teamwork
- Customer service
- Problem-solving
- Multitasking
- Reliability
- Problem resolution
- Employee training
Languages
English
Spanish
Native or Bilingual
Timeline
Customer Service Shift Manager
Piedmont Airlines
08.2013 - Current
High School Diploma -
North Augusta High School
Associate of Arts - Business in Travel And Tourism
Pittsburgh Technical Institute