Aneta Malkowski
Newark
Summary
Professional Experience:
• Managed the redesign of Customer Service Planning (CSP), resulting in improved efficiency and customer satisfaction.
• Developed a comprehensive training model for CSP, ensuring consistent service standards across the team.
• Collaborated with the business office to align bid and employee schedules, optimizing resource allocation.
• Implemented Volare training program for leaders, enhancing leadership skills and team performance.
• Developed processes leading to the Customer Service team achieving the Silver Safety Excellence Award.
• Oversaw PPBM processes and Dives, ensuring compliance and documentation integrity in Sharepoint.
• Provided support to assistant managers and leaders with corporate investigations, ensuring compliance with company policies.
• Mentored leaders and Ascend members, fostering professional growth and leadership development.
• Established a cohesive work environment with union employees, promoting collaboration and productivity.
• Coordinated monthly events with the Employee Experience Team, enhancing employee morale and engagement.
• Supported the opening of new Terminal A, ensuring a seamless transition and operational readiness.
• Managed Balanced Scorecard, Hub-Level SAT, and conducted weekly performance reviews, driving accountability and performance improvement.
• Facilitated discussions on metrics and set targets for United Ready, TCI, NPS, and RCA with leaders, aligning team goals with organizational objectives.
Overview
28
28
years of professional experience
Work History
Manager-Customer Service
United Airlines
Newark, NJ
10.2021 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Assistant Manager, Customer Service
United Airlines
Newark, NJ
09.1996 - 10.2021
- Provided exceptional support to management, assisting in daily operations and decision-making processes.
- Created a positive work environment for staff members, promoting teamwork and employee morale.
- Improved customer satisfaction by addressing and resolving customer complaints in a timely manner.
- Assisted in the hiring process, making recommendations for suitable candidates and conducting interviews as needed.
- Collaborated with other departments to ensure seamless service delivery across all channels of communication.
- Maintained high-quality standards with regular employee training and performance evaluations.
- Fostered strong relationships between team members by facilitating open dialogue sessions where ideas could be freely exchanged without fear of judgment or criticism.
- Conducted regular evaluations of team performance to identify areas for improvement and implement necessary changes.
- Coordinated staff schedules, ensuring adequate coverage during peak hours without sacrificing operational efficiency or quality of service.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Researched and corrected customer concerns to promote company loyalty.
- Generated customer satisfaction surveys to analyze results into action plans to improve our overall NPS score)
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Education
Associate of Arts - Travel Management
Wilma Boyd School of Travel
Pittsburgh, PA05.1995
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Well diversed-Customer Service
- Problem-Solving
- Critical Thinking
- Organization and Time Management
- Active Listening
- Problem Resolution
- Verbal Communication
- Decision-Making
- Excellent Communication
- Flexible and Adaptable
- Attention to Detail
Accomplishments
- Collaborated with Inflight supervisors and managers to ensure uniform compliance.
- Spearheaded a system-wide update on Uniform and Appearance Standards, incorporating diversity and inclusion initiatives.
- Led the test and rollout of Standby Process Automation, enhancing operational efficiency.
- Facilitated regular meetings with key partners and vendors including UGE, UAX, TSA, Port Authority, Inflight, Ramp, Omni, SOC, and Homeless Outreach group, fostering effective communication and information sharing.
- Promoted and improved cross-departmental communications to enhance overall operational synergy.
- Conducted interviews and played a key role in the development of employees, including the CAST program. Managed the interview process for supervisors and employees, ensuring the recruitment of top talent.
- Communicated operational updates and reviewed performance metrics regularly.
- Established and facilitated DIVE sessions to review failures, update processes, and implement preventative measures for corrective action on safety initiatives.
Languages
Polish
Full Professional
Timeline
Manager-Customer Service
United Airlines
10.2021 - Current
Assistant Manager, Customer Service
United Airlines
09.1996 - 10.2021
Associate of Arts - Travel Management
Wilma Boyd School of Travel