Raphael Heard Email & Phone Number

• Coordinating with pilots, gate agents, catering and airline management to ensure safe and on schedule operations. • Receiving meal/ beverage orders for up to 40 customers, preparing and serving 5 course meals for first class and business cabins, fulfilling unlimited customer request on commercial flights up to 14 hours long.• Assisting customers with travel arrangements in cases of delays, missed connections, lost baggage, seating upgrades and errors. Listening to customer complaints and providing remediation for any flight discomfort.• Delivering FAA required PA announcements during boarding process and inflight to ensure comfort and safety for up to 366 customers.• Remaining phone available 24 hours while on duty and reporting to the airport within 4 hours of receiving flight assignments.• Managing hotel reservations, flight details, and ground transportation for myself and up to 12 crew members thru employee app UALbyPhone.• Memorizing important safety and security details including Air Marshalls seated onboard, armed pilots, unaccompanied minors onboard, customers needing special assistance, irregular operations and confidential flight deck information.• Recognizing, acknowledging and going the extra mile for United executive members with airline status levels Mileage Plus, 1K and Global Service.

Greater Chicago Area

• Fulfilled client inquiries and audit request within a 24 hours turnaround rate for all deliverables• Prepared and distributed monthly collection reports, performance scores and daily revenue forecast projections• Provided remediation plans for compliance fails such as action plans toward improving customer authentication on calls• Identified and resolved customer complaints within 24 hours and promptly notifying legal department of lawsuits and threatened litigations • Planned and scheduled meetings and conference calls thru MS Outlook and hosted quarterly onsite audits• Reviewed, scanned and upload all company mail, identified qualifying hardship or cease and desist letters and closed those customers accounts• Created the company’s license and insurance documentation process for 51 states

Greater Chicago Area

• Managed and assisted resident move-in/move-outs for 4,000 occupant residential high rise• Identified and Scheduled building repairs / routine maintenance request for 49 floors and amenities areas• Informed new and existing residents on building events, directions to surrounding areas, amenities hours for fitness center, computer labs, children’s area, outdoor deck and pet commons. • Resolved resident requests within 48 hour turnaround rate• Received and signed out tenant’s keys for housekeeping, dog walkers, and contractors, accepted rent payments for 2,400 unit building• Communicated effectively with management, leasing, maintenance and building vendors using MS Outlook and Yardi Voyager software• Created the buildings daily inventory tracking process for front desk equipment

Greater Chicago Area

• Consulted with customers to identify appropriate product selection based on needs and budget• Managed company’s inventory tracking process and placed wholesale merchandise orders accordingly • Seasonally updated store’s creative display themes • Provided timely and professional deliveries to Chicago and surrounding areas• Delivered brand reinforcement, customer service skills and training tools to new and existing employees