Susan Kandler Email & Phone Number

Richmond, Virginia, United States

Richmond, Virginia Area

Midlothian, Virginia

Served as a role model for sales associates in building relationships with customers, as well as sales generation. Support management team in achieving goals by providing World Class Service. Store opening and closing responsibilities. Act as the Manager-on-Duty in the absence of the General Manager and Assistant Manager.

Managed all customer service issues in gate operations, ticket counter, baggage service or ramp service during tour of duty for 1.1 million customers annually. Responsible for ensuring a safe and on-time departure for all customers while providing the highest quality service product. Prepared tour of duty reports, flight delay reports, company attendance control records and employee performance documentation. Participated in Joint Leadership Team with peers across 8 departments. Directed… Show more Managed all customer service issues in gate operations, ticket counter, baggage service or ramp service during tour of duty for 1.1 million customers annually. Responsible for ensuring a safe and on-time departure for all customers while providing the highest quality service product. Prepared tour of duty reports, flight delay reports, company attendance control records and employee performance documentation. Participated in Joint Leadership Team with peers across 8 departments. Directed shift staffing of 200 employees comprised of Acting Customer Service Managers, Crew Chiefs, Customer Service Agents and Fleet Service Clerks. Show less

Directed a staff of 30 Station Agents and Lead Agents, supporting 191,500 American Airlines and American Eagle Airlines customers annually. Recruited new employees, including screening, interviewing, on-boarding and employee orientation. Trained staff in company procedures as they changed or were developed. Maintained employee and training files. Conducted employee meetings. Monitored employee performance to ensure compliance with policies, safety rules and government regulations. Managed… Show more Directed a staff of 30 Station Agents and Lead Agents, supporting 191,500 American Airlines and American Eagle Airlines customers annually. Recruited new employees, including screening, interviewing, on-boarding and employee orientation. Trained staff in company procedures as they changed or were developed. Maintained employee and training files. Conducted employee meetings. Monitored employee performance to ensure compliance with policies, safety rules and government regulations. Managed all aspects of ground operations at station with responsibility for $1.5 million budget and ensuring station operated efficiently. Managed relationship with curbside and wheelchair vendors. Show less

During tour of duty, managed 100-member Customer Service Team responsible for serving 2.1 million customers annually. Resolved customer service and operational issues during tour of duty, which included gates, ticket counter, baggage service and the outbound bagroom. Managed relationships with baggage service and curbside vendor.

Managed all aspects of airport operations. Recruitment of employees, including screening applicants, interviewing and employee orientation. Monitored employee performance to ensure compliance with all company policies, as well as regulatory agencies. Managed relationships with curbside, ramp operations and wheelchair vendors.

Monitored team performance, coaching and counseling when necessary. Encouraged team members to meet or exceed goals. Participated in interviews and company job fairs for new Reservations Sales Agents.