Carla Guy
Grandville
Summary
Dynamic professional with extensive experience as a Flight Dispatcher at American Airlines, excelling in time management and problem-solving. Proven track record in optimizing flight operations and enhancing communication among teams. Adept at navigating complex scheduling systems while ensuring safety protocols are met, contributing to efficient and reliable service delivery.
Overview
15
15
years of professional experience
Work History
Customer Service Specialist
American Airlines
04.2024 - Current
- Resolved customer inquiries and complaints through effective communication and problem-solving skills.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Streamlined processes by implementing feedback mechanisms for continuous improvement in service operations.
- Trained new staff on customer service protocols and operational procedures to ensure consistent performance.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Implemented best practices in conflict resolution, fostering positive interactions with diverse clientele across multiple platforms.
Medical Scheduler
US Department Of Veterans Affairs
07.2021 - 03.2024
- Organized and prioritized patient appointments, ensuring optimal clinic schedules and minimal patient wait times.
- Executed systematic updates of electronic health records, guaranteeing reliable and current patient information.
- Engaged with healthcare providers to streamline communication channels and improve scheduling efficiency.
- Implemented enhancements to patient intake workflows, resulting in smoother operations and reduced delays in administrative tasks.
- Delivered comprehensive training to new employees on scheduling systems and office protocols to enhance team performance.
- Handled telephone communications by offering office information, answering questions, and routing calls to relevant personnel.
HR Administrative Assistant
Parkland Memorial Hospital
09.2010 - 02.2021
- Optimized recruitment workflow by coordinating interview logistics and maintaining applicant tracking system for efficient candidate evaluation.
- Coordinated onboarding activities, ensuring all new hires understood and followed hospital policies and procedures.
- Oversaw meticulous upkeep of HR records, facilitating reliable data for audits and reporting.
- Designed and produced training resources to effectively support ongoing employee development programs.
Education
Bachelor of Arts - Social Work
Southern New Hampshire University
Hooksett, NH05-2023
High School Diploma -
Holland High School
Holland, Mi06-1997
Skills
- Time management
- Navigation systems
- Technical report writing
- Crew scheduling
- Problem-solving
- Attention to detail
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Effective communication
- Adaptability and flexibility
- Decision-making
- Analytical thinking
- Security protocols
- Safety oversight
- Record keeping
- Written communication
- Emergency response
Timeline
Customer Service Specialist
American Airlines
04.2024 - Current
Medical Scheduler
US Department Of Veterans Affairs
07.2021 - 03.2024
HR Administrative Assistant
Parkland Memorial Hospital
09.2010 - 02.2021
Bachelor of Arts - Social Work
Southern New Hampshire University
High School Diploma -
Holland High School