American Airlines Operations Assistant

PAMELA CHIJIOKE

Irvington, New Jersey ***** 973-***-****

*************@*****.***

SUMMARY

Dynamic professional with extensive experience at American Airlines, excelling in payroll administration and spreadsheet development. Proven ability to enhance customer satisfaction through effective problem-solving and communication skills. Recognized for streamlining processes and managing office supplies efficiently, contributing to improved operational efficiency and team collaboration.

SKILLS

Payroll administration

Proficient in Microsoft 360 applications.

Filing system management Office supply management Time management

Problem solving

Meeting coordination Basic bookkeeping

HR Operations Assistant /Administrator

Communication skills Team collaboration

Microsoft Excel

Customer relations Troubleshooting

Self-Directed Multitasking

EXPERIENCE

AMERICAN AIRLINES

Newark, NJ

01/2021 to 05/2025

Processed payroll information according to established guidelines.

Developed spreadsheets to track project progress, budgets, and other related data.

Maintained a filing system for important documents such as contracts and invoices. Provided general administrative support for staff members.

Ensured that all paperwork was completed accurately before submission deadlines. Responded promptly to customer complaints in a professional manner.

Administer end-to-end biweekly and weekly payroll processing for 200+ employees, ensuring accuracy and compliance using ADP Workforce Now.

Draft and manage employee communications, including severance notices, bereavement letters, leave approvals, and other HR correspondence.

Support full-cycle onboarding: I-9 verification, badge issuance, workstation setup and coordination of security access.

Maintain HRIS records for attendance, lost time, FMLA, and scheduling; oversee timekeeping integrity and resolve discrepancies.

Collaborate with Finance to generate weekly reports, reconcile bank transactions, assist with budget development, and close month-end landing fee statements.

Coordinate employee engagement and recognition programs; prepare performance planning and audit-ready documentation.

Manage vendor relationships, monitor local project timelines, and liaise with CRE/Facilities for operational support.

Ensure OSHA 301 compliance, track workplace safety records, and administer workers’ compensation case files.

Provide executive calendar support and coordinate logistics for leadership meetings, including emergency response planning.

Supervise and guide support staff as needed; maintain internal documentation, HR manuals, and procedural updates.

Facilitate flight bookings and travel arrangements for internal Stakeholders.

GATEWAY GROUP ONE

Newark, NJ

Customer Care Representative

Resolved customer complaints promptly and professionally.

Gathered customer feedback to suggest improvements for products and services.

Followed up on customer inquiries that were not immediately resolved by providing timely updates on the status of their requests. Call volume data trends to anticipate peak periods and adjust staffing accordingly.

Answered customer inquiries over the phone and via email.

Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.

Participated in team meetings to discuss strategies for improving customer satisfaction levels. Ensured compliance with data protection regulations when handling customer information.

Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.

Assisted customers in navigating through website features and functions to locate desired information or products.

Provided accurate, valid, and complete information to customers.

Maintained a detailed record of all customer interactions, transactions, comments, and complaints. Built sustainable relationships of trust through open communication with customers.

Escalated unresolved issues requiring further investigation or specialized expertise. Delivered customer support to high call load each shift.

Researched resolutions, contacted necessary departments and responded to customers by phone, mail, or fax as follow-up.

Delivered fast, friendly, and knowledgeable service for routine questions and service complaints. Documented customer correspondence in CRM to track requests, problems, and solutions.

Followed up on emailed or web-submitted customer inquiries within standard response times.

EDUCATION AND TRAINING

COLLEGE CREDIT- GENERAL SCIENCE ESSEX COUNTY

ASSOCIATE DEGREE – BANKING & FINANCE

INSTITUTE OF MANAGEMENT TECHONOLOGY, Nigerian

DIPLOMA – HIGH SCHOOL DIPLOMA

CERTIFICATIONS

Harvard Business School [Harvard Manage Mentor Program] Certificate Courses:

●Career Management

●Diversity, Inclusion, and Belonging

●Ethics at Work

●Leading People

●Time Management

ACTIVITIES AND HONORS

I see myself as a well-rounded person because I balance my responsibilities with the things that keep me

grounded—like spending time with loved ones, staying active, and exploring hobbies like reading, music, and volunteering. I believe growth happens in all areas of life, and I make an effort to stay curious, open, and engaged wherever I am.

English:

Professional

References available upon request.

LANGUAGES

REFERENCE

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