Adriana Quintana

• Timekeeping for 750 contract employees (two reservation centers: PHX and TUS).
• Family leave, ADA administration.
• Vacation Accruals.
• 3 direct reports.
• Hiring, transfers, and terminations.
• Project management and execution.
• Unemployment claims.
• Attendance Management.
• Monthly Flight Audits.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
• Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
• Collaborated with other departments to coordinate workflow processes between teams.
• Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
• Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
• Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
• Implemented new operational procedures, increasing efficiency.
• Led weekly team meetings to discuss progress, address issues, and plan future actions.
• Evaluated needs of departments and delegated tasks to optimize overall production.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction.
• Complied with company policies, objectives and communication goals.
• Coordinated with other department supervisors to ensure smooth workflow and project alignment.
• Trained new employees on company policies, job duties, and performance expectations.
• Participated in recruitment efforts by interviewing prospective candidates for open positions.
• Monitored employee attendance, addressing any punctuality or absenteeism issues.
• Completed day-to-day duties accurately and efficiently.
• Collaborated closely with team members to achieve project objectives and meet deadlines.

• Tracks all leaves associated with FMLA
• Tracks any other leaves available by law or company policy
• Audits timecards for appropriate leave codes
• Respond to telephone inquiries from employees
• Review and respond electronic requests from employees
• Calculate leave of absence eligibility
• Prepare and send leave paperwork electronically to employees
• Evaluate leave paperwork submitted by employees for accuracy and completeness
• Maintain communication with employees on leave to ensure prompt return to work
• Filing
• Other duties as assigned

• Performs daily payroll audit, make necessary adjustments to ensure accuracy
• Audit paychecks and incentive checks
• Act as employee payroll resource/liaison; research employee issues
• Complete segment and exception data entry into eWFM to ensure accuracy of intraday performance reports
• Monitor daily attendance; prepare reports as requested
• Complete other tasks related to workforce support/timekeeping as required

• Performed credit card verifications prior to issuing tickets or making any other changes in reservations.
• Explained fare rules and regulations to customers while helping them select appropriate flights.
• Provided assistance with check-in procedures at airport counters as needed.
• Researched alternate flight arrangements when requested by passengers due to schedule changes or capacity constraints.
• Assisted customers via phone by providing confirmations, answering questions and offering general information.
• Advised customers on available options regarding their travel plans when faced with delays or cancellations due to weather or mechanical issues.
• Answered incoming calls promptly while providing courteous service throughout duration of call.
• Processed airline reservations, cancellations, and changes for domestic and international flights.
• Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
• Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
• Reviewed guest information and payment options, checking for accuracy and completeness.
• Managed customer complaints professionally with a focus on resolution and satisfaction.

Conducted comprehensive financial planning and analysis to identify client needs and goals.

• Implemented effective client retention strategies resulting in high satisfaction and referral rates.
• Educated customers about different types of products available from the company's portfolio.
• Built and maintained strong client relationships through exceptional service and communication.
• Fostered relationships with new and existing customers through excellent customer service skills.
• Processed transactions quickly and accurately in accordance with established procedures.
• Maintained friendly front-line coverage by greeting and assisting walk-in customers, promoting good first impressions with clients.
• Provided accurate information regarding fees, commissions, regulations related to financial services.
• Received and posted payments to loan accounts.
• Held financial conversations with clients and prospects to determine needs and provide appropriate solutions.
• Demonstrated expertise in product knowledge and sales to identify and recommend appropriate products and services to clients.
• Received and processed deposits, withdrawals and loan payments, keeping financial records up-to-date.
• Developed and maintained relationships with clients to ensure satisfaction.
• Cross-sold bank products and services based on customer needs to boost sales.
• Established strong and positive working relationships within organization to contribute to team success.
• Engaged in ongoing training and education to acquire knowledge of financial products and services in changing economic conditions.
• Collaborated closely with team members to achieve project objectives and meet deadlines.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Identified needs of customers promptly and efficiently.
• Maintained updated knowledge through continuing education and advanced training.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
• Ensured that all customer inquiries were answered promptly and completely.