This document contains the resume of William W Stigliano. It lists his contact information, professional summary, skills, certifications, work history and education. Stigliano has over 20 years of experience in customer service management roles within the airline industry, most recently as an IT Coordinator for Premium Services at American Airlines, where he received awards for his performance.

1. WILLIAM W STIGLIANO
 92-833 Puhoho Street, HI 96707
 H: (808) 859-8580
 BSTIGLIANO@.gmail.com
PROFESSIONAL SUMMARY
 Customer service professionaldedicated to effective team management and customer satisfaction.
 Management professionaleffective at building highly-motivated teams, as well as leading cross-functional teams in a
fast-paced environment.
 Dynamic Customer Service Manager who leads diverse teams to achieve company goals.
 Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
SKILLS
 Customer Relationship Management Software (CRM)
 Exceptional interpersonal communication
 Skilled trainer
 Excellent time management skills
 Effective problem solver
 Negotiation expert
 Effective workflow management
 Adherence to high customer service standards
 Microsoft Outlook, Word and Excel
 Organized
 Customer-focused
 Safety management
 Able to learn quickly
 Global travel
 Negotiation
 Mentoring
 Interpersonalskills
 MAC OS
 Windows 7
 Good with numbers and math
 Medical laboratory procedures talent
 Conflict resolution
CERTIFICATIONS
The Seven Habits of Highly Effective People*Business Writing Skills Using Word
A.S.A.P Certified Histological Technician /Cert ID 03047934
Hawaii
WORK HISTORY
Premium Service IT Coordinator, 01/2006 to 01/2015
American Airlines – Ft. Worth, Texas
 Provides technical expertise, guidance, and overall coordination of Premium Services Technology products.
 Project Manager for all IT related Upgrades and installs.
 Hardware and Software trouble shooting, repairs and maintenance.
 Strong capability for multi-tasking.
 Interpersonalskills and ability to work closely with a large work group.
 Working knowledge of all software, operating systems and hardware used within thePremium service department.
Premium Service Manager, 01/2000 to 01/2006
American Airlines – Dallas /Ft. Worth, Texas
 Oversee the operation in Dallas/Ft Worth airport of 4 Admirals Clubs, Flagship Lounge and Conference center and the
activities of the staff to ensure that members and guests are provided with excellent customer experience.
 Coordinates daily operation including Premium Service Representatives, Contract Vendors, and Facility maintenance to
assure high quality environment for members and guests.
 Responsible for thehiring, training and supervising of 60 personnel.
 Accountability of the operating budget through the attainment of revenue expenses and profit margins goals.
 Oversee the operation in of 4 Admirals Clubs, Flagship Lounge and Conference center and theactivities of thestaff to
ensure that members and guests are provided with excellent customer experience.

2.  Coordinates daily operation including Premium Service Representatives, Contract Vendors, and Facility maintenance to
assure high quality environment for members and guests.
 Responsible for thehiring, training and supervising of 60 personnel.
 Accountability of the operating budget through the attainment of revenue expenses and profit margins goals.
 Supervise Premium Customer Service personnel to identify and influence travel preferences on American Airlines , VIP
Passengers, Top-Tier Passengers, and other travelers requiring special attention.
 SupportingAA sales to generate revenue with targeted corporateand global account and to ensure exemplary travel
experience.
 Supervisor of the American Airlines Concierge Key department for Dallas/ Ft. Worth.
 Investigated and resolved customer inquiries and complaints in an empathetic manner.
 Cross-trained and backed up other customer service managers.
 Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
 Strong leader of customer support staff.
 Scheduled staff shifts to cover peaks and lulls in customer inquiries.
 Trained staff on operating procedures and company services. Provided accurate, specific and timely performance feedback
for CSRs.
 Identified individual development needs with appropriate training.
 Followed-through on all critical inter-departmental escalations to increase customer retention rates.
 Fostered an environment which encouraged continual process improvements.
Premium Services Representative, 01/1996 to 01/2000
American Airlines – Ft. Worth, Texas
 Provided superior quality customer service within theAdmirals Clubs including ATO check-in, revenue conversion and
problem resolution.
 Facilitated conference room reservations, catering and other business amenities.
 Assisted with overseeing the Club and Lounge facilities to assure a high quality customer environment.
 Achieved sales goals for membership and conference room sales.
 Ground coordinator handling American Airlines charter flights with Dallas Cowboys and Dallas Stars.
PassengerService Agent, 01/1995 to 01/1996
American Eagle – Ft. Worth, Texas
 Provided quality customer service at first point of contact.
 Assumed theduties of a lead agent and Bus ramp operational coordinator.
Oroweat /Entenmanns Independent Route Owner, 01/1994 to 01/1995
 Accountable for all aspects of owning a small business.
 Handled ordering/delivering products to grocery stores within my territory.
 Maintained a Diesel Truck with 20-foot trailer to deliver products to handle a very large territory.
Supervisor, 01/1987 to 01/1991
Pathology Department – North Texas Medical Center & Texoma Pathology Associates- Denison, Texas
 Managed and developed 7 technicians.
 Engaged in microtoming embedding, logging specimens slide preparations of frozen specimens, cytology specimens,
assisting in bone marrow procedures and special stains.
 Developed procedures for Immunology, DNA probes, and ER/PR for use with Instrument Laboratory code-on.
 Wrote protocols for procedure and safety manuals in accordance with O.S.H.A.
 regulations.
 Expertise in theproper tissuefixation for the preservation of antigens.

3. Owner, 01/1984 to 01/1987
King Kong Delicatessen – McKinney, Texas
 Accountable for all aspects of owning a small business.
Manager, 01/1978 to 01/1984
Bob & Mac’s Delicatessen – Smithtown, New York
 Responsibilities included management of work crew, financial exchanges, bookkeeping, direct sales and promotional efforts.
 Contracted and managed new accounts while providing quality service and maintenance to existing customers.
EDUCATION
STATE UNIVERSITY OFNEW YORK - Farmingdale, New York
 3.1 GPA
Associate of Applied Science:MedicalTechnology, 1979
ACCOMPLISHMENTS
 Won American Airlines Chairman award in 2014.
 Won Customer comes First award in 1996.
 American Airlines Premium Service STAATUSaward
 American Airlines Advisory representativelocally and regionally
 American Airlines recipient of a name plate on an AA aircraft.
