Customer Service Manager

Lisa Christofferson

Email: *********@********.***

Address: *** *. ****** ******* ****

City: Draper

State: UT

Zip: 84020

Country: USA

Phone: 385-***-****

Skill Level: Management

Salary Range: $65,000

Primary Skills/Experience:

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Educational Background:

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Job History / Details:

Lisa Christofferson

WORK EXPERIENCE

2009 - Present: Recruiting and HR Manager - SkyWest Airlines - Oversee recruiting and hiring efforts for frontline agents and leadership for approximately 75 locations. Ensure hiring and retention practices exceed industry and regulatory standards.

Note: Currently on special HR troubleshooting assignment (approximately for six months) - travel to airport locations, identify and resolve employee relations issues resulting in staffing issues.

* Create and maintain -Promoting From Within- program to mentor and groom employees for internal leadership positions. Train executives to interview and hire leadership.

* Interview and hire internal and external candidates for leadership positions within the Customer Service Department.

* Track, trend and report various matrixes for recruiting efforts, attrition rates, seniority averages and other HR type information.

* Troubleshoot and solve hiring, onboarding and retention issues. Act as a liaison between location managers and corporate offices regarding employee relations issues.

* Act as an HR Manager for the CS Department - assist HR Department with implementation of HR functions, conduct internal investigations, employee evaluations, disciplinary action, including hearings, employee reward programs, terminations, exit interviews, career fairs, employee grievances, facilitate employee/leadership negotiations regarding compensation and policy updates, etc.

* Facilitator for employee work group and leadership negotiations (compensation requests and policy changes). Assisted with the organization of location manager work group and leadership negotiation (also a facilitator for this group).

2002 - 2009: Ground Operations Training Manager - SkyWest Airlines - Administer regulatory, functional and leadership training for all customer service and ramp ground personnel within the airline and for external contractors. Ensure policies and procedures are within compliance of the laws and regulations governing the aviation industry by working closely with regulatory agencies (FAA, OSHA, DOT, OFCCP, Labor Boards etc.) to implement updates and new programs, respond to violations, verify training practices to ensure compliance and retention, etc.

* Spearheaded the implementation of the -System Safety- program within Ground Operations Training; the largest single change in FAA mandated administrative policy in the airline`s history (part of the Air Transportation Oversight System).

* Developed and maintain training paths and curricula for classroom teaching, on the job instruction and continuous learning training for both frontline employees and leadership.

* Oversaw the implementation, administration and follow up of all training (regulatory, functional, leadership, soft skills, etc.) by using several delivery methods (classroom, on-the-job, web based courses, videos, etc.).

* Reviewed flight schedule semi-monthly, determine needs and administer training for new aircraft type, and ground service equipment due to increased flights and additional fleet types.

* Coordinated with several other airlines to ensure a seamless airline training and compliance product and to ensure training exceeds best practice standards. Participate and/or facilitate meetings/conferences internally with other managers, coordinators and directors as well as externally with major airlines to standardize procedures and address safety, non-compliance or ineffective leadership or employee relations type issues.

2001 - 2002: Ground Operations Instructor/Supervisor - SkyWest Airlines - Conducted classroom instruction (including creating and maintaining curriculum and training material) in basic airport security, diversity and disability sensitivity, Hazardous Materials, Hazard Communication (OSHA Law), on-the-job safety, emergency response, weight and balance of aircraft, soft skills internal and external contract) and perform compliance audits as well as on-the-job training for aircraft equipment familiarization, pushback, towing, stocking, servicing, weight, balance, etc.

* Created and maintained a new -Train-the-Trainer- certification program (including classroom learning as well as on-the-job) for all trainers throughout SkyWest airlines system (approximately 300 trainers and 500 vendors).

* Completed written policy and procedure changes distributed company memos and manuals.

1998 - 2001: Customer Service Agent - SkyWest Airlines

* Assisted passengers with check in and assisted passengers with boarding aircraft. Loaded, off-loaded, marshaled, directed, restocked and serviced aircraft. Completed aircraft and crew daily schedules, weight and balance calculation for flights, radio communication with gate, ground crew, crewmembers, aircraft maintenance and fueling agents.

EDUCATION

* Utah State University - Attended course to prepare for HR Management Certification

* Westminster College - Completed several classes for a BS in HR Management

* Salt Lake Community College - Completed AS Degree General Studies

ADDITIONAL EXPERIENCE AND TRAINING - Attended numerous trainings, workshops and lectures within SkyWest, within several different communities and with several different employment service groups in addition to the certifications listed below. These learning experiences included leadership training, effective teaching training, building leaders, recruiting and hiring, productivity, safety, diversity, sexual harassment, drugs in the workplace, employee relations, etc.

* System Safety Certification - Completed the Federal Aviation Administration Air Transportation Oversight System (ATOS), Concepts used to create and maintain safe practices for all workplace functions.

* Emergency Response Training - Certified to assist during an aircraft emergency.

* Predictive Index (PI) Training - Attended training and implemented PI program within the training team to ensure team members have the best insight into the natural workplace behaviors of prospective and existing team member thus improving hiring decisions, team performance, overall communication and workplace productivity.

VOLUNTEER EXPERIENCE

* Intermountain Therapy Animals - Trained pet to visit places and provide therapy (beginning third year of participation).

* Days of `47 Parade - Volunteer experience participating on the Days of `47 Parade Committee for six consecutive years (ten years of non-committee member volunteer work before participating on the committee), served as Assistant to the Chairwoman, Float Judge Coordinator, Parade Pacing Coordinator.

ADDITIONAL INTERESTS

* Kelly Services - Certified to substitute teach in Alpine School District

* Canyons School District - Taught elementary school orchestra and private string lessons for two years (2009 - 2011)

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