Customer Service Manager

SAMANTHA MCFADDEN

H: 619-***-**** ********@********.***

EDUCATION

Bachelors of Arts, Philosophy; GPA 3.3 Completed May 2012

University of California, Berkeley

EXPERIENCE

Paymaster & HR Coordinator

Grand Teton Lodge Company, Vail Resorts; Jackson, WY 04/2015- Present

•First point of contact for payroll and time & labor questions on site for 1,300 employees.

•Facilitate Compliance and PeopleSoft T&L training to managers on site.

•Perform bi-weekly payroll processing tasks including entering time, deposit and employee service deductions in PeopleSoft.

•Maintain security of sensitive paperwork and confidential information.

•Oversee the check-in process for approximately 1,000 seasonal employees.

•Administer new hire paperwork for all newly hired, rehired or transferring employees.

•Receive, correct, track, and submit disciplinary forms and separation paperwork for GTLC employees.

Lead Passenger Service Agent

Piedmont Airlines; Knoxville, TN 05/2013-04/2015

•Maximized operational performance for the station by adjusting to changes in operational conditions and pro-actively solving problems.

•Supervised, directed, and monitored personnel in the completion of their duties and made adjustments, as necessary, to ensure on-time performance and quality customer service.

•Assisted and advised customers purchasing ticket or cargo services in accordance with company policies and procedures.

•Collaborated with TSA to analyze and input passenger information into security database, as needed.

•Interacted with ground and aircraft personnel daily to cultivate communication between departments, enhancing the overall success of the operation.

Passenger Service Agent

Air Wisconsin Airlines; Knoxville, TN 06/2012-05/2013

•Provided friendly and diligent customer service to passengers in assisting with their travel needs while enhancing their travel experience.

•Facilitated the flow of customers both familiar and unfamiliar with the area in a courteous and prompt manner.

•Readied guests for their travel experience with an eagerness to help any passenger understand the company’s policies and procedures.

•Demonstrated ability to provide and maintain outstanding customer service in a busy and stressful work environment including flight delays and cancellations.

•Resolved oversold flight disputes at gate with distressed passengers.

Administrative Clerk

Naval Medical Center San Diego; San Diego, CA 06/2006- 08/2010

•Responsible for assisting the administrative department manager by creating, handling, and transferring medical records to various departments.

•Working knowledge of HIPAA and OSHA standards; protecting the confidentiality and security of information.

•Corresponded with hospital staff to provide medical records and coordinate their transmission to insurance providers.

•Communicated with newly admitted patients in the ER to procure necessary admission information for the admissions department.

•Drafted, prepared, and catalogued official birth certificates for newborns.

•Processed the organization and entering of time sheets for the payroll department and reconciled any disputes with the department manager.

HIGHLIGHTS

•Demonstrated ability to create and maintain professional relationships with customers and associates.

•Experience with working independently; setting and meeting own deadlines.

•Willingness to take on new tasks and learn new processes.

•Excellent interpersonal and research skills with ability to work across all levels of a company.

•Manage and prioritize multiple tasks that have been assigned, while providing support to all departments when additional backup is needed.

•Conversational knowledge of Spanish (oral and written).

TECHNOLOGY

•MS Office Suite

•PeopleSoft

•Adobe Acrobat

•SuccessFactors

•Coupa

REFERENCES

•Available upon request.

Contact this candidate