Customer Service Human Resources

Jeanine Battaglia

CELL: 310-***-**** ? *******.*********@*****.***

PROFESSIONAL PROFILE:

A dynamic and driven professional with expertise in human resources, training and safety operations. Results oriented professional with broad and diversified experience in all aspects of office procedures.

Excellent written, oral and interpersonal communication skills. Interface well with others at all levels. Possess special sensitivity to meeting diverse needs in varied situations, as well as relating well with people from a variety of cultures and socio-economic backgrounds. Exceptional in utilizing appropriate methods and a flexible interpersonal style to help ensure the effective and efficient flow of work throughout the office. Effective communicator with strong negotiation, problem resolution, and client needs assessment aptitude. Strong skills in prioritizing tasks, and meeting deadlines. Highly organized, detailed-oriented; knack for understanding procedures and logistics. Strong Computer Skills.

Strong computer skills: Microsoft Windows XP, WordPerfect, Excel, Outlook, Internet Research and various GDS, including Apollo and Sabre.

Core Strengths Include:

* Reliable Responsible

* Customer Service Excellence

* Employee Relations

* Computer proficient

* Training & Development

* Staffing Recruitment

* Performance Management

* HR Policies & Procedures

EMPLOYMENT HISTORY:

GENERAL MANAGER:

Sea Planes, Inc., Marina Del Rey, California 2003-present

> In charge of all aspects of Human Resources for the company including, hiring, training & developing, motivating and coaching employees and temporary staff while generating results- oriented operational ideas, maintaining efficiency in a highly aggressive and time-sensitive environment.

> Responsible for staffing needs, reviewed applications/resumes; interviewed applicants; evaluated applicant skills and made recommendations regarding applicant's qualifications.

> Organized, executed and represented company at business functions, job fairs. Adept at researching and evaluating qualified employment candidates and recruit same for support and company employment needs.

> Responsible for creating and coordinating training manuals, HR related publications, materials and job description for employees.

> Created and established training programs for employees and focusing on company policies and procedures.

> Responsible for the maintenance and management of confidential physical and digital files.

> Check and review a variety of data for accuracy, completeness and conformity to established standards and procedures.

> Analyze personnel issues and make recommendations to improve company policies.

> Skilled at researching in detail market possibilities, employing solid analytical skills and marketing tactics. Worked with consultants to organize and executed public relations blitzes in targeted markets. Generated lead and attracted new clients.

> Outstanding communications skills both with clients and staff. Resolved problems quickly and equitably to ensure a happy and productive environment for clients and employees.

> Recommended, developed and maintained human resource databases, computer software systems, and manual filing systems

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JEANINE BATTAGLIA PAGE (2)

TRAVEL CONSULTANT:

American Express Travel Services, Santa Monica, California 1998-2002

> Networked extensively sold and marketed cruise, tour and independent packages.

> Spearheaded initiatives to penetrate new markets and identify prospects. Made prospecting an integral part of my regular routine ensuring new prospects were being added on an ongoing basis.

> Provide excellent and professional service in all facets of customer service for airline, car and hotel reservations.

> Provide administrative support in every aspect of office administration while generating results- oriented operational ideas, maintaining efficiency and accuracy.

> Dealt with customer service concerns and complaints, by phone and in-person.

> Quick learner able to learn any type of software program directly and efficiently and disseminate technical information.

> Performed successful client follow-up by resolving issues regarding account transactions and complaints while maintaining at all times client satisfaction and achieving company’s goals.

> Quick study, with an ability to easily grasp and put into application new ideas, concepts, methods and technologies.

CUSTOMER SERVICE REPRESENTATIVE:

United Airlines, Los Angeles, California 1996-1998

> Provide excellent customer and professional service in all aspects of ticket sales, refunds, exchanges and upgrades for international and domestic tickets.

> Responsible for answering heavy volume of inbound calls from clients.

> Assisted clients with inquiries and complaints resolving complex customer issues and winning customer’s loyalty.

> Skilled in all aspects of Airport procedures including gate management, customer check in and Baggage claim. Checked and reviewed a variety of data for accuracy, completeness and conformity to established standards and compliance with Federal Aviation Administration regulations.

> Assisted VIP customers with special requests, upgrades and ticketing.

> Consistently met and/or exceeded customer service expectations by utilizing thorough product knowledge and friendly customer service techniques.

CUSTOMER SALES AGENT:

Continental Airlines, Los Angeles, California 1986-1996

> Handled large call volume in a call center environment.

> Provided Customers with best possible routing and price for domestic and international air travel.

> Maintained optimum Customer Service levels.

> Consistently generated high sales volume in my department that resulted in earned revenue.

EDUCATION:

Cerritos Community College, Norwalk, California

Completed Courses in Legal Assisting

ABC Travel School, Santa Ana, California

Travel and Tourism Certificate

EXCELLENT REFERENCES UPON REQUEST

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