Amanda Rodriguez
Operations Service Manager
Kyle,TX
Summary
Experienced Operations Service Manager bringing 10 years of fast paced, high growth airline experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Operations Service Manager
Delta Air Lines, Inc
New York, New York
01.2020 - 10.2020
- Tracked milestone, progress, and risks for successful completion of projects.
- Planed and directed employee schedules to align with operational needs.
- Data collection and analytics through Tableau.
- Developed, implemented, and reviewed operational policies and procedures.
- Spearhead diversity and employee engagement initiatives.
- Partnered with intradepartmental leaders and business partners to drive alignment and lead through influence.
- Maintained high team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored 40 employees' customer service activities and rectified issues with safety, conduct, and performance.
- Provided performance coaching and built personnel cases to recommend for termination through HRIS system.
Administrative Assistant to General Manager
Delta Air Lines, Inc
Austin, TX
12.2018 - 01.2020
- Interviewed and led new hire on-boarding for 90 employees and facilitated training.
- Responsible for administering payroll, managing benefits program, and ensuring compliance for 150 employees.
- Ensured records and processes comply with company, state, and federal regulations.
- Coordinated travel arrangements by booking airfare, hotel and ground transportation.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Spearheaded quarterly employee and community engagement events.
- Organized weekly staff meetings and logged minutes for corporate records
- Developed and updated spreadsheets and databases to track, analyze and report on performance and customer satisfaction data.
- Generated reports and typed letters in Word and prepared PowerPoint presentations
Passenger Service Agent
Delta Air Lines, Inc
Austin, Texas (TX)
06.2015 - 12.2018
- Oversaw ticketing, gate and ramp services.
- Escorted handicapped passengers from terminal to aircraft.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Managed 40 team member schedules and work assignments.
- Monitored security and maintained operational protocols.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Hired, trained and motivated employees to provide exceptional passenger care and support.
Customer Service Agent
Delta Air Lines, Inc
Austin, Texas (TX)
10.2010 - 06.2015
- Provided primary customer support to internal and external customers.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Resolved over 80 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management
Education
Bachelor of Arts - English
Texas State University
San Marcos, TX 08.2020 - 12.2021
No Degree - English Language And Literature
Columbia College Chicago
Chicago, IL 09.2009 - 05.2012
Skills
Proficient in G Suite
Strategic business planning
Performance development
Coaching and mentoring
Staff training/development
Volunteer
American Red Cross, Blood Drive Coordinator
Center For Child Protection, Corporate Event Coordinator
Junior Achievement of Central Texas, Corporate Event Coordinator
Central Texas Food Bank, Corporate Event Coordinator
Austin, TX Dec 2018-Jan 2020
Timeline
Bachelor of Arts - English
Texas State University
08.2020 - 12.2021
Operations Service Manager
Delta Air Lines, Inc
01.2020 - 10.2020
Administrative Assistant to General Manager
Delta Air Lines, Inc
12.2018 - 01.2020
Passenger Service Agent
Delta Air Lines, Inc
06.2015 - 12.2018
Customer Service Agent
Delta Air Lines, Inc
10.2010 - 06.2015
No Degree - English Language And Literature
Columbia College Chicago
09.2009 - 05.2012