Michael Nan

About Michael Nan

Dedicated customer service professional with more than 15 years of experience in…

Experience

1. Assistant Manager, Customer Service

   Naples Airport Authority

   Mar 2022 — Present · Naples, FL, US

   Supervise, direct and lead the entire customer service department to ensure the maximum customer satisfaction.Assist the FBO Manager in promoting the company\'s vision and purpose as well as creating a positive team environment to provide exceptional first and lasting impressions. Ensures that a constant flow of communication exists between leadership, line service staff and customer service staff to confirm activities are properly coordinated within prescribed time frames.Resolves escalated complaints and answers any customer service related questions, collaborating with other departments and work areas as needed.Identify trends in customer service issues, conduct root cause analysis and make process and service improvement recommendations to leadership.Train, develop, coach, and evaluate customer service area employees in accordance with established procedures including highest levels of proactive customer service, proper radio and phone etiquette, adherence to the uniform procedure, general appearance, and accurate/timely invoicing within the FBO point-of-sale system.Establish and maintain schedules for all customer service employees ensuring service delivery levels are maintained.Serve as the primary contact for the customer service area to recruit and interview applicants and complete all required paperwork according to the company\'s standards and procedures.