Michael Reid
Passion for innovation, knowledge, and growth while inspiring others to become better leaders.
- Role
- Customer Service Manager at American Airlines
- Location
- Alexandria, VA, US
- LinkedIn followers
- 500 followers
About Michael Reid
My objective is to continue providing great customer service, promoting safety, and learning more as I move up the corporate ladder. I work well under pressure and adapt to my surroundings. I analyze things quickly and effectively to produce the best results. I plan to increase my global footprint and take on some new challenges along the way. My passion for doing good in all things pushes me to continue moving forward.
Experience
Customer Service Manager
Dec 2019 — Present · Philadelphia, PA, US
Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being. Be a safety advocate: Look for safety concerns and address them as needed. Establish team and individual goals in support of departmental and company objectives; Coaches and mentors front-line team members in skill development, customer service elevation, and company culture behaviors. Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity. Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner. Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements. Promote effective communication among departments to engage our team to work together to achieve common goals. Embrace the core values:(Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty). Ability to solve complex staffing issues with minimal oversight. Strong communicator with all levels of the operation. Can manage multiple software programs at the same time to quickly analyze the operation and determine best course of action throughout the day. Coordinate assignments for front-line team members to dynamically work flights at gates. Utilizes GS Realtime and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports.
Education
Cape Fear Community College
Bachelor of Business Administration - BBA
2011 — 2013
Harvard Business School
Associate of Arts - AA
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