Customer Service Human Resources

Letitia B. OLane

Huntsville, Texas *****

Ph: 901-***-**** / Email: *******.*****@*****.***

Work Experience

UPS Air Ramp/Payload Operator

UPS Air Memphis, Tennessee

November 2023 to June 2024

Air Ramp Agent, Payload Operator

Inbound/ Outbound Flights

President/Owner

A SASSY SOUTHERNER, LLC. Southaven, MS

January 2011 to Present

Special Events company for weddings, parties, birthdays, concerts and special events. Managed all sales/ bookings, creative design and customer service for individual event request. Develop marketing and business development strategy based on the business potential of the area, needs of the community, and the capability of company. Engage with clients in-person to educate on the services, creative design, features, budgeting and benefits of the company. Complete required reports and activity tracking to achieve company Key Performance Indicators (KPIs). Oversee all human resources functions including recruiting, training, and performance management duties. Key Accomplishments:

• Oversaw budgetary responsibilities for $100K sales team annually.

• Completed relaunch with growth rate of 60% year-over-year.

• Delivered exceptional customer service to clients especially in the context of sales and resolving conflicts.

Sales Manager

A Sassy Southerner, LLC Huntsville, Texas Present

Antiques Sales, Estate Sales, Interior Designer consulting Driver – Fed Ex Ground Contractor

JARS TRANSPORTATION Memphis, Tennessee

January 2020 to December 2021

Driver for Fed Ex Ground contractor, package handling and delivery ensuring that service is delivered in accordance with the Fed Ex Ground Customer service Purple Promise. Driver license class D endorsement.

Employee Relations Manager

PCI Gaming WIND CREEK CASINO & HOTEL

Multi Site Responsibilities

Montgomery/Wetumpka, Alabama

January 2008 to December 2011

Multi-site responsibilities of 3k employees. Provided direct supervision and daily management of all employment recruitment, recognition, documentation, retention, and team development training for employee standards. Provided orientation training to hourly personnel. Developed Supervisors and Managers’ management skills, scheduling abilities to follow company policies and procedures. Planned and coordinated employee events for two properties. Reviewed and approved all employee disciplinary action paperwork, quarterly/ annual evaluation reviews, and attendance records. Processed, reviewed Workers Compensation Claims, and Family Medical Leave for two properties. Key Accomplishment:

• Reduced employee attendance problems by 35% with new holiday compensation incentives.

• Increased demand for employee newsletter by 50% with new content covering benefits and training guide schedules.

• Implemented Supervisor and Lead round tables, employee roundtables to discuss areas of guest service improvement and departmental issues.

Broker of Commercial and Residential Property

REAL ESTATE BROKER Tennessee, Mississippi

Southaven, Mississippi

January 2000 to December 2010

Recruited, acquired, and retained a productive team of 35 agents. Completed scheduling and payroll duties. Managed the sales associate recruitment process. Developed and implemented a retention strategy to retain top producers and performers. Set goals, coached, and developed sales associates to ensure maximum performance which is measured by growth in market share an developed and implemented realistic business plan to attain growth in both residential and commercial areas.

Key Accomplishments:

• Awarded “Realtor of the Year” for multiple years due to outstanding service.

• Received a Lifetime Achievement award 2005/2006 for sales in excess of 30 million. Director, Human Resources

Harrah’s Casino & Hotel

Tunica/Robinsonville, Mississippi

January 1998 to May 2001

Manager, Human Resources

Fitzgerald’s Casino & Hotel Tunica

Robinsonville, Mississippi

May 1996 to January 1998

Manager, Human Resources

Sheraton Casino & Hotel Tunica

Robinsonville, Mississippi

August 1994 to May 1996

Education

Bachelor of Arts in Human Resources

Crichton College - Memphis, Tennessee

May 2013

Skills

• Employee Engagement

• Sales

• Client Solutions

• Team Leadership

• Accounts Management

• Talent Acquisition

• Performance

• Process Improvement

• Office Administration

• Employee Onboarding

• Human Resources

• Performance Management

• Change Management

• Project Management

• Human Resources Management

• Strategic Planning

• Interviewing

• Conflict Management

• Benefits Administration

• Administrative Experience

• Workers' Compensation

• HR Sourcing

• Operations Management

• Office Management

• Event Planning

• PeopleSoft

• CRM

• Market Analysis

• Program Development

• Business Development

• Program Management

• Financial Report Writing

• Kronos

• Payroll

• Quality Assurance

• Workday

• Customer service

• Organizational skills

• Microsoft Excel

• Negotiation

• Account management

• B2B sales

Certifications and Licenses

• Real Estate Broker, Tennessee/ Mississippi 2000-2010

• Driver's License - Mississippi

December 2021 to Present

Class D endorsement

• Payload Operator Certified 2023

• Texas Real Estate Transaction Coordinator Certification 2023

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