Manuel Anibal González Calderón
Higuey
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
11
11
years of professional experience
8
8
Certifications
3
3
Languages
Work History
Lead CSR
United Airlines
12.2023 - Current
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Provided exceptional support to clients, fostering long-term relationships built on trust and reliability.
- Implemented feedback from customers to improve processes and enhance overall user experience.
- Evaluated employee performance regularly, providing constructive feedback aimed at facilitating professional growth opportunities within the organization.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Supervisor of Operations
Servair
2 2019 - 11.2023
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Developed and maintained relationships with external vendors and suppliers.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Interceded between employees during arguments and diffused tense situations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinate team tasks, meals shifts, assignments and day off schedules.
- Management of Delayed and Cancelled fly's.
- Solve costumer issues when and were needing .
- Coordinated gate boarding.
- As GSC be aware of all security measure during OPS (disruptive costumer on aircraft or airport, unattended item at public and sterile area), etc.
- Fallowing company standards and procedures and make sure their and fallowed during operations.
- ensure all safety standards are fallowed on all area across the operations
- As CRO and responsible to work together with DOT rule (Title 14 CFR Part 382) in order to answer/resolve all question , inquires or complains customer with disability may have during their fly.
Customer Services Lead
Servair
03.2016 - 11.2023
- Greeted customers and listened closely to problems described to determine solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Coordinated Transportation and Hotel reacommodation during fly's cancellations and delays.
- Solve customer inquires during Check-in and gate area
Customer Services Representative
Servair
06.2013 - 11.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Provide and excellence customer services during their check-in at PUJ airport.
- Assist customer with their damaged, delayed or lost bag during their travel.
- Solves seats assignments issues and other inquires at the gate area.
- Helped customer during IROPS with new and currents fly's protections
Education
High School Diploma -
Liceo Prof. Juan Bosch
05.2001 -
Associate in Engineering Technology - Software Engineer
Universidad UFHEC Campus La Romana
La Romana, Dominican Republic 05.2001 -
Skills
Team leader
Staff Management
Operations management
Microsoft office 365
Computer
Certification
Ground security coordinator
Timeline
Lead CSR
United Airlines
12.2023 - Current
Recognition of false travel documents
07-2023
Ground security coordinator
04-2023
Customer resolution officer
10-2022
Baggage Services Initial
10-2016
Customer Services Lead
Servair
03.2016 - 11.2023
Customer Services Representative
Servair
06.2013 - 11.2023
High School Diploma -
Liceo Prof. Juan Bosch
05.2001 -
Associate in Engineering Technology - Software Engineer
Universidad UFHEC Campus La Romana
05.2001 -
Supervisor of Operations
Servair
2 2019 - 11.2023
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