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Click here or scroll down to respond to this candidatePROFESSIONAL SUMMARYDynamic Instructor and management professional with a proventrack record excelling in curriculum development and staff management. Spearheaded training programs, enhancing team performance and customer service standards. Skilled in technology integration and adept at fostering strong employee relations, demonstrating signicant improvements in operational efciency and team productivity.EXPERIENCEInstructorAugust 2022 - Present GAT/United Airlines, Atlanta, GA Duty ManagerAugust 2021 - August 2022 GAT/United Airlines, Atlanta, GAProvides ground school instruction for initial, upgrade, and recurrent classes for ramp agents. Tracks and trouble-shoots online training.Conducts departmental audits of curriculum training paperwork for ramp agents qualications. Trains additional Instructor staff.Keeps abreast of all operational and regulatory changes and requirements. Provides technical leadership to team and department members. Leads through example; monitors, inuences and trains others. Provides input to supervisor on performance reviews and helps to identify development needs. Performs various other duties as required.Successfully trained and developed new staff members on company policies and procedures.Demonstrated strong leadership abilities while managing daily operations of the business.Utilized problem-solving techniques when resolving conicts among team members.Resolved customer complaints in a professional manner, leading to improved customer retention rates.CONTACTPHONE NUMBER AVAILABLEEMAIL AVAILABLEAtlanta, GA 30354SKILLS Classroom Management Curriculum Development Technology Integration Sales Customer Service ManagementUnderstanding of cash managementservices Staff ManagementCandidate's Name
MANAGEMENTLead SupervisorSeptember 2016 - August 2021 United Ground Express, Memphis, TNAnalyzed and reconciled discrepancies in timekeeping and payroll systems.Established effective communication channels between management and employees.Evaluated teamwork, exibility and adaptability of departments, utilizing professional skills to meet and uphold company values and goals.Provided guidance and mentorship for junior staff members as needed.Maintained accurate records of daily transactions and employee performance reviews.Trained and supervised staff while coaching applicable improvement skills and providing valuable feedback and reviews.Performed audits on timesheets, benet deductions and other payroll information as needed.Responsible for building and maintaining a positive work environment, strong employee relations, and collaborative relationships among the management and union represented employee baseResponsible for operational compliance, audits, nancial reporting and budgetingProvided coaching and direction to achieve or exceed performance and quality standardsProvided oversight to the scheduling and monitoring of employees to ensure proper stafng levels to achieve or exceed performance goalsEnsured all employees are properly trained and understand their assigned dutiesEnsured the assigned location operates in a safe, caring dependable and efcient manner at all timesEnsured all injuries, incidents, accidents, and/or customer service issues are properly documented and correctedComplied with all safety, security, and customer service quality standards and procedures.Resolved payroll discrepancies in a timely manner with excellent customer service skills. Performed other duties as assignedAudited and processed employee time sheets, maintained payroll records, and responded to inquiries.Maintained payroll information by collecting, calculating, and entering data into payroll system. Completed bi-weekly payroll for salaried and hourly employees. Communicated clearly and effectively with employees regarding payroll policies, deductions, and benets.Front Desk Agent/Night Auditor ( Part-Time)October 2013 - September 2016 Red Roof Inn Motel, Memphis, TNRamp AgentNovember 2008 - October 2013 Delta Airlines, Memphis, TN Processed paperwork for new employees and entered employee information into payroll system.Handled incoming calls promptly and professionally, providing information or transferring calls as necessary. Handled cash, credit and debit card transactions accurately. Utilized problem solving techniques to resolve customer complaints quickly and satisfactorily.Greeted customers upon arrival and provided assistance with check-in. Interacted kindly with guests, offering assistance and support. Resolved guest issues with creative solutions, escalating major concerns to management.Assisted guests with check-in and check-out procedures ensuring accuracy of all paperwork related to their stay.Performed various administrative duties such as ling documents, updating databases.Responded effectively to guest inquiries regarding hotel services, amenities, directions, local attractions.Performed daily audits of hotel activities such as room occupancy, revenue postings, and housekeeping status reports.Procient in Microsoft Ofce Suite, including Word, Excel, and Outlook.Responsible for preparing detailed nancial reports for management review at the end of each month.Veried accuracy of room rates charged against reservation records prior to billing customers.Prepared bank deposits consisting of cash payments received from customers during their stay.Successfully managed the loading and unloading of aircraft cargo, ensuring that all safety regulations were followed.Coordinated with airline personnel for efcient handling of baggage and freight movement on the ramp.Supervised junior staff members to ensure adherence to policies and procedures at all times.Provided excellent customer service while answering questions from passengers regarding ight arrival and departure times and gate locations.Trained new hires in Ramp Agent duties including loading and unloading procedures, ground support equipment operations.Maintained ramp and warehouse areas to maximize safety and security.Front Desk AgentJanuary 2004 - November 2008 Motel 6, Memphis, TNCustomer Service ManagerJanuary 2001 - January 2004 Advance Digital, Memphis, TN Radio PersonalityAccurately documented and processed all necessary paperwork for special services requests.Received oral instructions to determine work assignments and material and equipment needs. Performed quality control checks on products prior to shipment.Handled incoming calls promptly and professionally, providing information or transferring calls as necessary. Handled cash, credit and debit card transactions accurately. Utilized problem solving techniques to resolve customer complaints quickly and satisfactorily.Greeted customers upon arrival and provided assistance with check-in.Assisted guests with check-in and check-out procedures ensuring accuracy of all paperwork related to their stay.Demonstrated strong organizational and multitasking skills to manage multiple tasks simultaneously.Used computer and database systems to verify information, process purchases and make notes.Performed various administrative duties such as ling documents, updating databases.Contacted housekeeping or maintenance staff when guests reported problems.Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance. Assisted customers with resolving service-related issues. Utilized problem solving techniques to quickly resolve escalated issues from customers.Interacted with customers to quickly handle escalated queries and complaints.Coached and provided feedback to staff to improve performance and achieve company objectives.Recruited and trained employees, fostering customer service mission and objectives.Lead team of customer service representatives to ensure quality standards are met.Reviewed incoming emails from customers; responded promptly with accurate information.Designed training materials for new hires on best practices for providing excellent customer service.Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.January 1993 - January 2001 WACR, Columbus, MSPerformed administrative tasks such as scheduling interviews or creating playlists.Provided voiceover work for commercials, promos, podcasts, and other projects as needed.Collaborated with other departments within the organization to coordinate promotions or special programming. Ensured compliance with FCC regulations during all broadcasts. Edited audio recordings using advanced software tools to ensure high-quality sound production.Recorded audio clips for use in commercial spots or other promotional materials.Researched topics related to show content in order to create entertaining stories or discussions. Located guests to appear on talk or interview shows. EDUCATIONDiploma in ManagementColumbus High School, Columbus, MSREFERENCESReferences available upon request |
