Aja Burnside
Customer Experience Specialist
Saint Paul,MN
Summary
A positive, uplifting, inspiring detail-oriented team player, with strong organizational, public speaking, and community-building skills. Having the ability to handle multiple projects simultaneously with a high degree of accuracy, creativity, and organization.
Overview
6
6
years of professional experience
Work History
Customer Experience Specialist
Delta Airlines Saint Paul
12.2021 - Current
- A service and sales-focused position listening to, caring for, and connecting with passengers through their travel needs
- Assess the needs of passengers and own passenger issues
- Actively searching for solutions to problems
- Making Quality decisions in an efficient and effective manner
- Communicating with a globally diverse group of customers and colleagues while creating memorable experiences
- Responded to a high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Training incoming Reservations Specialists on how to listen, care and connect with passengers.
Witness/Victim Outreach Coordinator
Let's Circle Up Restorative Services LLC
07.2022 - Current
- Outreach position assisting Restorative Justice Practitioners that work closely with Ramsey County Attorney's office to reimagine justice for youth by creating restorative solutions to combat recidivism among Ramsey County Youth
- Contacting victims and/or witnesses to record impact statements
- Communicating impact statements with Ramey County Attorney's Office
- Coordinated individual referrals to obtain community services, advocate for victim needs and resolve roadblocks.
- Through Restorative Diversion assisted with keeping 250 youth out of the criminal justice system
Talent Acquisition Specialist
Mastery Schools of Camden and Philadelphia
06.2020 - 04.2021
- Supported efforts related to all Talent functions including recruiting, onboarding, training, performance management, payroll, benefits, and employee relations for a network of over 1,000 staff and 26 schools
- Conducted telephone and in-person interviews to assess candidate experience and qualifications.
- Supported the identification of potential improvements to existing talent practices based on best practices research – potential research areas included performance management, employee relations, retention, and benefits
- Supported the planning and coordination of training and onboarding for school teachers and leaders
- Sourced 2000+ potential teachers and leaders for the network
- Collaborated with hiring managers to determine job requirements and understand departmental needs.
- Created and distributed job postings on job boards, corporate career sites and social media networks to increase reach.
Community Support Representative
Dispute Resolution Center Minnesota
04.2020 - 08.2020
- Review client cases referred by the Ramsey County Attorney's office and the Saint Paul City Attorney's office to take part programming at the Dispute Resolution Center
- Take part of Restorative Justice Circles serving as a representative from the community to give input on how the client has harmed the community
- Create tasked-based solutions for the client to complete to restore the harm they caused to the community.
- Generated reports to evaluate program success and make modifications.
- Facilitated client retention process and renewal paperwork.
Director of Campus Relations
Virginia State University
10.2019 - 07.2020
- Student Advocate for conflicts involving any and all entities of the University for a student body of 4000+ students
- Updated the Universities' Administration on all student compliments and concerns in regard to student success and engagement at Virginia State University
- Revised and suggested policy changes to the Student Handbook that best reflected the wants and needs of the Student body.
Administrative Assistant
Virginia State University
10.2017 - 07.2019
- Welcome, Register, and escort visiting guests to the university and providing information on all activities and events in the Student Union
- Support in all clerical functions, Answered, Screen, and redirected phone calls, compose correspondence, maintain department-specific paper files
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Volunteered to help with special projects of varying degrees of complexity.
- Scheduled office meetings and client appointments for staff teams.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Litigation Assistant
Saint Paul City Attorney's Office
04.2017 - 08.2017
- Organized evidence, exhibits, motions, and subpoenas to support cases and prepare for trial.
- Assisted attorneys with reviewing and organizing witness reports.
- Attended court hearings and depositions to take notes and document proceedings.
- Analyzed and translated foreign case files (Spanish).
- Offered Litigation support to 2 attorneys assisting with over 300 Case files during the internship.
Education
Bachelor of Arts - Political Science
Virginia State University
Petersburg, VA05.2021
Skills
- IBM Statistical Packaging for Social Sciences
- Conflict Resolution Management
- Public Speaking
- Strong Written and Oral Communication
- Reading Comprehension
- Word Processing: Microsoft Office, Apple Suite, Google Applications
- Outreach Activities
- Office Meetings
- Self-Motivated
- Community, Client, and Organization Advocacy
- Database management
- Community Engagement
Timeline
Witness/Victim Outreach Coordinator
Let's Circle Up Restorative Services LLC
07.2022 - Current
Customer Experience Specialist
Delta Airlines Saint Paul
12.2021 - Current
Talent Acquisition Specialist
Mastery Schools of Camden and Philadelphia
06.2020 - 04.2021
Community Support Representative
Dispute Resolution Center Minnesota
04.2020 - 08.2020
Director of Campus Relations
Virginia State University
10.2019 - 07.2020
Administrative Assistant
Virginia State University
10.2017 - 07.2019
Litigation Assistant
Saint Paul City Attorney's Office
04.2017 - 08.2017
Bachelor of Arts - Political Science
Virginia State University
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