Employee Relations Service Agent
Resume:
Donna Perniciaro
Mobile: 631-***-**** email: *************@*****.***
Results Oriented, highly energized executive with Operational experience and an Innovative Leader with proven management expertise in a high growth service organization, airport operations and management. My leadership style motivates staff to excel by giving them the ability to develop their strengths and assist with meeting new challenges to reach their goals. I am a team player with excellent people skills, which I demonstrate through mentoring and managing Line Trainers to develop their own skills in the classroom. I have a pro-active sense of execution when completing multiple projects using time-management, delegation and commitment to achieve goals. I am a proven problem solver and I have an extensive skill set for managing human resources and technology to successfully meet aggressive goals. I have a demonstrated ability to achieve goals and oversee phenomenal customer service to the public while overseeing the delivery of over 300 staff to meet multiple airline operations as well as ensuring a Corporate Compliance rate of 99%.
Operations – Management of 120+ team members in a high volatile banking area. Interface for 300+ staff in a training and development, mentoring and managing on a daily basis.
Innovative Leader – Implemented change management through innovations at JFK Terminal 7 for 300 + staff trialing and implementing digital developments and biometrics.
A skilled people manager with considerable knowledge of airline management, people management and vendor management. Proven problem solver and team player with excellent interpersonal skills and a ‘get things done’ attitude.
Core Skills
Stakeholder Management
People Change Management Employee Relations
OnBoarding
Customer Experience
IT Implementation
Training
Development
Communications
Teambuilding
Diversity and Inclusion
Operations Management
A career in optimizing company potential through innovation and change
Experience
British Airways
1997-present
Training and Development Executive – Nov 2013 to present
Oversee development and delivery of system conversion for Staff of 300 locally and globally.
Collaborated with Tech team and staff, using multiple outside vendors, to ensure successful trials with Biometric Boarding of passengers
Prepare and facilitate Station Emergency Response sessions for managers at JFK
Managing all JFK Training and coaching all Line Trainers
Developed and implemented an On-boarding program for new employees
Exceeded goals of a 99% Corporate Compliance rate by creating new tracking measures
Championed multiple projects simultaneously and always met or exceeded deadlines
Collaborate with recruitment team regarding timelines, training needs and interviews
Line Trainer – Jun 2003 – Nov 2013
Design and development of lesson plans for all customer airlines taking into account the different needs and levels of the staff population.
Responsible for coaching, developing and supporting the teams to deliver excellent customer service while creating an environment that fosters high staff morale
Customer Service Agent – May 1997 – Nov 2013
-Delivered a full range of Customer Service duties modelling the Brand Behaviours, Service Hallmarks and Service Straight FromThe Heart for our Customers on British Airways, Qantas, Cathay Pacific, Icelandair and ANA
Chase Bank
1989-1993
Collections Manager
Managed various high productivity units comprised of up to 5 supervisors and 120 collection agents
Responsible for reducing loan losses on accounts from current to 150 days past due
Achieved record breaking results.
Managed departments utilizing Automated Dialler System as well as an Automatic Call Distributor System
Interfaced with IT and Programming Departments to develop and enhance System Capabilities
Managed multiple projects whilst working with internal and external vendors to test and implement new procedures.
Education
Graduated Adelphi University
Bachelor of Business Administration
Major Business Management
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