Carol Schalk
Training Planner
Houston,TX
Summary
Accomplished Training Planner at United Airlines, adept in strategic planning and resource allocation, enhanced training utilization to 96%. Skilled in risk management and fostering team collaboration. Demonstrates exceptional task management and staff coordination, ensuring regulatory compliance and project success. Arranging a strategic move to Houston Texas and excited to contribute to Planning, Scheduling and Coordination.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Training Planner
United Airlines
08.2022 - Current
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Facilitated change management processes within organizations by effectively communicating benefits of new systems or processes being introduced during projects.
- Forecasted efficiently, reducing Overtime Postings by 65%.
- Increased utilization of training shell to 96% through proper coordination of resources and communication.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost-effectiveness.
- Ensured regulatory compliance by closely monitoring applicable laws and regulations within the industry sector throughout each stage of the project life cycle.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Drafted project reports to identify successful outcomes, insights and future recommendations.
- Established effective communication among team members for enhanced collaboration and successful project completion.
Access Service Request Coordinator
Insight Global For Zayo Group
01.2021 - 08.2022
- Developed comprehensive reports for senior management, enabling informed decision-making based on data-driven insights.
- Reduced downtime for clients by conducting thorough troubleshooting and resolving complex technical issues.
- Optimized network capacity by planning and executing seamless integration of new technologies.
- Used SalesForce and Excel, and Google Docs to keep track of client information and orders, update accounts and monitor access requests to obtain and relay real-time information.
- Updated and maintained Carrier Process documents to keep up with real-time changes and nuances.
- Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests.
- Completed over 65 cases weekly to process Service requests and Concerns.
Customer Care Supervisor
Lumen Technologies
10.2018 - 01.2021
- Enhanced customer satisfaction by resolving complex issues and providing exceptional service to 40 customers through inbound calls.
- Streamlined call center operations for increased efficiency and productivity.
- Reduced employee turnover by implementing targeted training programs and performance evaluations.
- Achieved 85% higher customer retention rates through consistent follow-up and proactive communication.
- Implemented quality assurance measures to ensure adherence to company standards and policies.
- Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
Education
High School Diploma -
Emily Griffith Technical College
Denver, CO05.2002
Skills
- Risk Management
- Schedule Management
- Resource Allocation
- Document Management
- Strategic Planning
- Productivity Improvement
- Contract Management
- Project Planning
- Staff Coordination
- Call Management
- Recordkeeping proficiency
Certification
- Coursera Google Certificate- Project Management - 2023
- Certified Home Inspector, American Home Inspector Training - Denver, CO 2021
Timeline
Training Planner
United Airlines
08.2022 - Current
Access Service Request Coordinator
Insight Global For Zayo Group
01.2021 - 08.2022
Customer Care Supervisor
Lumen Technologies
10.2018 - 01.2021
High School Diploma -
Emily Griffith Technical College
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