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10306 McVicker AveChgo Ridge, IL Street Address
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Looking to obtain a leadership position that highlights my dynamic and innovative way of motivating and interacting with my team. I want to utilize my skills to drive success to the next level.Education:DePaul University Aug 2021  Jun 2023Bachelor of Art in Business Management and Human RelationsRelevant coursework includes Project in Diversity, Equity and Inclusion, Leadership in Project Management and fundamental of Human ResourcesSkills and AbilitiesStrong leadership and teambuilding skills. Exceptional organizational and project management skills. Excellent communication and interpersonal skills. Exemplary Coaching and Training, Conflict Resolution and de-escalation skills. Proficient in Microsoft Office, payroll, HR sourcing tools and Workforce Management tools.CommunicationExcellent written and verbal communication skills. Proven ability to communicate complex ideas and concepts to diverse audiences. Skilled in conflict resolution and negotiation. Advocate for Employee Recognition.LeadershipManaged team of 150 team-members during a daily operation of customer service agents and/or customer operations agents. Mentored church youth organization; by serving as the organizer and President of young females higher calling organization. Responsible for all new hires development from NEO-12 months.ExperienceCustomer Service/Workforce Manager  American Airlines 1/2009-currentLed team to fulfill operational metric for on time (180) departures while far exceeding the company goals; Rewarded with 4 consecutive quarters by winning the Customer Cup for the station in the years of 2023-2024.Employee Relations role of fostering awareness of the use of EAP for a conglomerate of issues and directing team members accordingly. Leadership advocate of Gold star recognition and use of recognition points.Doing company investigations of simple to complex HR issues.Work closely with union officials to develop bridge with leadership.Responsible for updating and ensuring payroll coding is correct for all team members for each payroll cycle.Customer Relations The by reducing customer complaints significantly by proactively addressing issues and implementing effective communication solutions.Increased customer satisfactions significantly by fostering a walk the walk environment. As well as recognizing the good in real time.Performed audits on station Standard Operating Procedures and worked with headquarters on new practices. Including OSHA, safety practices, and customer experience.Workforce management  worked with union completing bids and doing daily customer service schedules. Process work schedules 2 days out for all team members while managing daily operation with constant updates and changes to accommodate Realtime movements utilizing Workbrain payroll and GS RealtimeHR Employee Service Assistant  Discover Financial Services 1/2009-1/2010.Served as a Tier 3 leader for all payroll issues and concerns: Conduct regular team calls for complex payroll issues. Processed tuition reimbursement, among being the point of contact for benefits i.e., medical, dental pension, and profit sharing.