Experienced Management team member that is highly effective at incorporating creative leadership skills to achieve business objectives. Directs projects that improve efficiency while meeting deadlines and budget requirements.
Reports generation and analysis
Training and development
Branch Manager Trainee May 2016 to CurrentHertz Rental Car － Franklin, TN
Supports achievement of location sales and margin goals.
Ensured positive customer experience.
Set and achieved individual sales goals and customer service goals.
Upholds company standards by ensuring cars are presentable to customers.
Clean and service facilities and vehicles to ensure customer satisfaction.
Store Shift Lead March 2016 to CurrentWalgreen's － Nashville, TN
Open and closed store in the absence of store manager.
Performed all required system start-ups; cash handling and ensuring the sales floor and stock room were ready for next business day.
Served as liaison between management and non-management team members by communicating assigned tasks to team members during shift briefings.
Model and delivered distinctive and delightful customer service experience to all customers and patients.
Customer Service Supervisor / Station Trainer August 2012 to February 2016DAL Global Services － Memphis Nashville, TN
Assisted employees with benefits enrollment Updates and administers the automated training record keeping system.
Audits training records.
Assist in determining training needs within the station.
Ensures compliance with DGS policies and procedures, rules, standards, customer requirements and governmental/regulatory requirements for 100+ employees.
Participated in employee relations investigations when complaints were brought forth and resolves issues in a professional and timely manner.
Conducts training classes to ensure that DAL Global Services employees are properly trained on assigned tasks.
Promotes and adheres to DGS policy concerning Safety, Anti-Harassment and Equal Employment Opportunity.
Recruits new employees to ensure appropriate staffing, promotes team-building initiatives and performs coaching/mentoring activities to develop and motivate team members.
Plan and coordinate operational activities and communicate with other statin personnel, other departments and vendors as required.
Ensures that employees are properly trained and audits records as needed.
Sets, measures, and manages performance of self and others and leads team members in achieving/exceeding operational and financial objectives and goals.
Ensures compliance with rules and standards of all relevant regulatory agencies and applicable laws.
Ensures that training curriculum and supporting training materials re up to date and training resources are available to complete all required training.
Lead Customer Service Agent January 2007 to August 2012Pinnacle Airlines － Memphis, TN
Assists passengers with check-in procedures, including tagging baggage and issuing boarding passes.
Sells flight tickets, processes ticket changes, creates and books reservations.
Ensure FAA, company and airport regulations are followed.
Enforces safety/security measures and protects sensitive safety areas.
Facilitates the passenger boarding process.
As directed, implements standard procedures during overbooked, irregular flights and denied boarding situations.
Solicits volunteers to free up seat, re-accommodates.
Effectively worked with other departments to coordinate successful Company operations.
Logs in tickets and completes sales reports.
Restaurant Supervisor April 2005 to July 2006Holiday Inn Select － Memphis, TN
Formulated and developed local methods and procedures consistent with corporate objectives to achieve optimum levels of customer service within budgetary and labor constraints Administered disciplinary action in coordination with higher station management and Corporate Human Resources Dept.
for union and non-union employees Worked closely with HR Employee Relations Manager to ensure full compliance with all legal, corporate, and ethical standards Preplanned short term manpower requirements and instructed the scheduling of proper personnel staffing Reviewed employee absenteeism and punctuality and ensured proper follow-up was initiated Monitored overtime to ensure proper application of overtime call-in procedures and that distribution of overtime staffing is consistent with flight volume and budgetary considerations Audited employee records to ensure accuracy and integrity and the proper application of company policy with regard to agent and supervisor pay Evaluated and analyzed present methods for efficiency, correct interpretation, corporate image and make modifications to ensure continuous reliability and high standards of performance.
Restaurant Server March 2001 to April 2005Holiday Inn Select － Memphis, TN
Manage guest queries in a friendly, timely and efficient manner.
Serve Alcoholic/ non-alcoholic beverage in conjunction with licensing/liquor regulations for residents and nonresidents.
Investigated and reported any customer service safety incidents such as employee or passenger injuries, aircraft damages, load control errors and other safety issues.
Hospitality Management, 2012Southwest Tennessee Community College － Memphis, TN, USAFood and Beverage Management, Culinary Arts
Bachelor of Arts : Business Management Human Relations, 2017Trevecca Nazarene University － Nashville, TN, USAMinor in Business Administration Business Management Human Relations
Associate member, The Lupus Foundation of America (2015 - present)
Administrative, Benefits, Budgeting, Cash handling, Coaching, Interpersonal skills, Creative Problem Solving Customer satisfaction, Customer service experience, Customer Service, Employee Relations, Financial, Human Resources, HR, Interpretation, Labor relations, Team-building, Legal, Management Training, Mentoring, Office Management, Operations Management, Personnel, Policies, Processes, Record keeping, Safety, Sales, Sales reports, Scheduling, Staffing, supervisor, Training materials