Renas Gadow
Summary
Dynamic leader with extensive Human Resources experience at American Airlines, adept in airline operations management and fostering customer service excellence. Proven track record in enhancing team performance through effective on-the-job training and mentoring. Skilled in leveraging HR policies to drive recruitment and retention, demonstrating strong decision-making and problem-solving abilities. Dynamic and results-driven professional with extensive experience in employee training, recruitment and placement. Adept at balancing workloads among team members while providing clear instructions and on-the-job training to ensure compliance with established standards.
Overview
6
6
years of professional experience
Work History
Customer Service Manager - Customer Care
American Airlines - Ronald Reagan National Airport
10.2023 - Current
- Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors.
- Provides on the job training to new employees in accordance with established procedures and practices.
- Multiple human resource disciplines, including compensation, organizational effectiveness, talent acquisition, performance management and employee relations.
- Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements.
- Reviews staffing, recruitment and placement information management systems and its management to ensure compliance with regulations and interpretation of the organization's Personnel Accountability, HR policies and procedures.
- Training and mentoring staff, and experience with quality review of staffing.
- Demonstrated success in building or enhancing a collaborative culture; have the capacity to assess people issues impacting the business and develop/implement solutions.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Instructs employees in specific task and job techniques and makes available written instructions, reference materials and supplies.
Operations Manager
American Airlines
11.2021 - 10.2023
- Use of Ascent Workforce management software to create schedules daily.
- Reviews all Recruitment & Placement personnel actions to include reviewing and releasing actions.
- Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being.
- Coordinates with American Airlines management, other departments, and labor unions.
- Managed multiple, competing priorities in an efficient and effective manner within critical deadlines.
- Monitors and reports on team member attendance in accordance policy for Dispatch and Central load planning.
- Identifies, analyzes, and recommends solutions to workforce planning issues and develop strategies to optimize staffing.
- Provides management advisory services in conformance with established criteria to resolve conventional problems that arise in administering an applicant recruitment.
- Documented daily activities, observations, and incidents in detailed reports to maintain accurate records and ensure clear communication with management.
- Troubleshoots and resolves difficult and controversial internal and external staffing and placement problems.
Human Resources Assistant
University of Virginia Health System
08.2018 - 07.2021
- Managed the recruitment process, including posting job openings, screening resumes, conducting interviews, and onboarding new employees.
- Implemented employee recognition programs to enhance employee engagement.
- Developed and facilitated training programs for employees on various topics such as compliance, skills development, and leadership.
- Managed multiple, competing priorities in an efficient and effective manner within critical deadlines.
- Conducted HR audits and implemented corrective actions as needed.
- Identified business environment needs based on changing regulations, government rules, policies, and procedures and implement solutions.
- Made recommendations and provided guidance to effectively bring few projects to completion.
- Consults with business and Team Member Experience group surrounding disciplinary and termination employment processes Implements success measures to coach leaders to be proactive in employee relations and avoid reactionary situations
Education
Master of Business Administration -
DeVry University
Chicago06-2024
Interdisciplinary Studies -
Radford University
Radford05-2018
High School Degree -
Albemarle High School
Charlottesvilee06-2014
Skills
- Airline Operations Management
- Application evaluation and applicant ranking
- Customer Service
- Workday
- Change management
- Domestic/International Programs, Operation, Business
- On-the-job training and mentoring
- Writing reports, briefings, and correspondence
- Ensuring adherence to HR policies and regulations
- Analyze and Problem-solve Retention
- Microsoft Excel, PowerPoint, Teams, GSrealtime
- HR policies and procedures
- Working with advisory staff for management information
- Recruitment and hiring
- Strong decision-making skills
Affiliations
Member of Alpha Kappa Alpha Sorority, Inc.
Languages
Arabic
Advanced (C1)
Timeline
Customer Service Manager - Customer Care
American Airlines - Ronald Reagan National Airport
10.2023 - Current
Operations Manager
American Airlines
11.2021 - 10.2023
Human Resources Assistant
University of Virginia Health System
08.2018 - 07.2021
Master of Business Administration -
DeVry University
Interdisciplinary Studies -
Radford University
High School Degree -
Albemarle High School
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