Customer Service Project Management
Resume:
Chgo Ridge, IL *****
*******@*****.***
Christy Branch
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 2023
Bachelor of Art in Business Management and Human Relations
Relevant coursework includes Project in Diversity, Equity and Inclusion, Leadership in Project Management and fundamental of Human Resources
Skills and Abilities
Strong 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.
Communication
Excellent 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.
Leadership
Managed 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.
Experience
Customer Service/Workforce Manager – American Airlines 1/2009-current
Led 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 Realtime”
HR 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.
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