Timothy Irwin Email & Phone Number

Lake Forest, Illinois, United States

Dallas, Texas, United States

Provide direct instruction and collaboration with managers and associates to build an effective program for educating new and existing employees, which results in improving universal and comprehension of operational procedures through developing extensive instructor-led training (ILT) curricula, instructional videos, and web-based training (WBT) using and including:- Articulate 360 (Rise, Storyline, Review 360)- Adobe Captivate and PremiereLed, guided and developed new training courses and curriculum to improve operational structure, context service quality, policies and procedures in response to changing requirements in a competitive industry.

Chicago, Illinois, United States

Provided quality service and achieved superior customer satisfaction. Resolved customer service and operational problems during tour of duty. Worked in operation during peak or irregular periods. Spend majority of time in the operation at Ticket Lift, Ticket Counter and International Arrivals interacting with customers and employees, and prepared customer correspondence. Used cross-functional teams to generate and implement quality improvement ideas. Actively sought cost reduction ideas, monitored lost time, and investigated discrepancies.

Chicago, Illinois, United States

Conducts formal training for Chicago O’Hare Airport/Midway Airport in the following activities: Ticket counter, Ticket lift, Safety, Management, and other support activities. Develops and writes curriculum tailored for local training needs. Conducts new hire observations. Covers Coordinator positions when needed. Possesses excellent verbal and written communication skills.

Chicago, Illinois, United States

Provided quality service and achieved superior customer satisfaction. Resolved customer service and operational problems during tour of duty. Worked in operation during peak or irregular periods. Spent majority of time in the operation, interacting with customers and employees, and prepared customer correspondence. Used cross-functional teams to generate and implement quality improvement ideas. Evaluated team performance though corporate quality control measures, such as observations, CSI feedback, CSA data and customer complaints and compliments. Actively sought cost reduction ideas, monitored lost time, and investigated discrepancies.

Chicago, Illinois, United States

Responsible for assigning agents to arriving and departing flights in Ticket Lift and International in a timely fashion and in accordance with established manning standards and local procedures. Monitored progress of flights and adjusted manning to meet the needs of an off-schedule operation; interpreted and responded to messages to the operation; insured timeliness of lunch and break relief in accordance with policy and without interruption to operational requirements. Duties included coaching, counseling and documentation.

Chicago, Illinois, United States

Responsible to Management for coordination of the overall operation within an assigned functional area. Conducted agent observations and associated activities.

Chicago, Illinois, United States

Responsible for overseeing each trip; checking in passengers and handling any problems that occur; knowledgeable of SABRE system.

Bachelor'S Degree, Computer And Information Sciences And Support Services

Activities and Societies: Fraternity - Sigma Alpha Epsilon , 83 and 84 Homecoming coordinator

Associate'S Degree, Business Administration And Management, General