Summary
Overview
Work History
Education
Skills
Timeline
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Christy Branch

Chicago Ridge,IL

Summary

Experienced and effective Operations Manager bringing forth valuable industry experience and passion for management. Results oriented with a proven track record of improving overall operation within a company or department. Adept in analytical thinking, strategic planning, leadership and the management of staff and procedures

Overview

15
15
years of professional experience

Work History

Customer Service Manager

American Airlines
01.2014 - Current
  • Deescalated major customer service issues
  • Communicate with employees regarding updates, concerns, and new processes through presentations and instructor lead classes
  • Responsible for new hire development
  • Lead team of to produce positive outcome in departure operation of 180 flight plus daily
  • Supported team onboarding, continuous learning and help close knowledge and skill gaps through training, influencing and hands on experiences
  • Employee Relations - fostered awareness for use of EAP issues and directing team member in a safe platform
  • Doing company investigation regarding inappropriate behaviors
  • Work closely with union leader to develop bridge with leadership
  • Developed and coach agents regarding correct policies, procedures, as well as current and new safety protocols and customer handling: manage daily activities of passenger service in respectively abiding by collective bargaining contracts
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Responsible for updating and ensuring payroll coding is correct
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints significantly by proactively addressing issues and implementing effective solutions.

Shift Manager

US Airway
01.2010 - 01.2014
  • Organized, direct and coach passenger service and fleet service agents
  • Developed and coached fleet and customer service on new and standard practices
  • Oversaw all human resource related issues from recruiting process through termination
  • Performed audits on station SOP(Standard Operating Procedure) and worked with HDQ on new practices
  • As is included safety, customer experience, OSHA and more
  • Workforce management – work with union with completing bids and did customer service and fleet daily schedules.

HR Employee Service Assistant

Discover Financial Services
01.2009 - 01.2010
  • Performed audits of HR files and records to ensure that all documents have been collected
  • Assisted with payroll functions including answering employee questions, fixing processing errors
  • Supported all internal and external HR related request
  • Coordinated seminars and training sessions
  • Completed termination paperwork and exit interviews
  • Served as point of contact for benefits (Medical, Dental Pension, and Profit Sharing)
  • Collaborated with cross-functional teams to deliver comprehensive solutions for clients.
  • Resolved client inquiries and issues, maintaining a high level of professionalism and courtesy.
  • Maintained a clean and organized work area, contributing to an efficient and professional atmosphere within the department.
  • Enhanced overall customer experience with prompt attention to detail and diligent follow-up on pending tasks.
  • Assisted team members in improving workflow efficiency by sharing best practices.
  • Adapted quickly to changing circumstances within the workplace, demonstrating flexibility and resilience in response to challenges faced during daily operations.
  • Identified opportunities for improvement within the department, proactively proposing solutions to management for consideration.

Education

BA – Business Administration and Human Relations -

DePaul University
Chicago, IL
06.2023

Skills

  • Diversity, Equity and Inclusion
  • Coaching and Training
  • Conflict resolution and de-escalation skills
  • Payroll

Timeline

Customer Service Manager

American Airlines
01.2014 - Current

Shift Manager

US Airway
01.2010 - 01.2014

HR Employee Service Assistant

Discover Financial Services
01.2009 - 01.2010

BA – Business Administration and Human Relations -

DePaul University

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Christy Branch