Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Diana Balleza

Pingree,IL

Summary

Dedicated customer service professional with a history of exceeding company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

17
17
years of professional experience

Work History

Station Operation Center Manager

United Airlines
01.2021 - 01.2022
  • Oversaw recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
  • Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
  • Increased employee productivity by providing comprehensive training programs and fostering a supportive work environment.
  • Managed daily operations for optimal efficiency, resulting in improved revenue generation and higher customer retention rates.
  • Streamlined scheduling procedures to optimize resource allocation, resulting in better overall management of center's workload.
  • Promoted a culture of teamwork through effective leadership, and open communication channels.

Hub Resource Analyst

United Airlines
01.2019 - 12.2021
  • Improved resource allocation by conducting in-depth analysis and providing recommendations to management.
  • Streamlined budget planning processes for increased efficiency and accuracy in financial forecasting.
  • Enhanced resource utilization with thorough data analysis and identification of cost-saving opportunities.
  • Developed comprehensive reports, presenting key findings and insights to inform strategic decision making.
  • Coordinated with finance department to ensure alignment between budgets and actual expenditures relating to resources.
  • Served as a key Manpower liaison between various departments, ensuring clear communication and understanding of resource needs and constraints.
  • Supervised and developed the Manpower team.

Customer Service Supervisor

United Airlines
09.2018 - 01.2019
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Coached and developed employees through day-to-day work and complex problems.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Liaison between Network Operator Center and Customer Experience Departments.
  • Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.

Buyer for Acco Brands

Acco Brands
06.2009 - 08.2012
  • Increased supplier efficiency by negotiating contracts and maintaining strong relationships with vendors.
  • Multilingual liaison for French, Hungarian and English speaking clients.
  • Reduced procurement costs through strategic sourcing, competitive bidding, and effective negotiations.
  • Streamlined purchasing processes by implementing efficient systems and procedures for order management.
  • Achieved cost savings by identifying opportunities for consolidation and bulk purchasing across departments.
  • Bank liaison for clients requiring Letter of Credit.
  • Facilitated international shipments and Customs clearance.
  • Managed budgets effectively by tracking expenses, analyzing variances, and making adjustments as needed to stay within financial targets.

Financial Assistant

Lear Corporation Hungary LTD
09.2004 - 09.2006
  • Increased financial accuracy by diligently maintaining and updating financial records.
  • Streamlined invoicing processes for improved efficiency and timely payments.
  • Enhanced budget management by closely monitoring expenses and identifying areas for cost reduction.
  • Collaborated with the accounting team to ensure accurate financial reporting and analysis.
  • Assisted in the preparation of monthly financial statements, contributing to a more organized system.
  • Supported clients'' needs by providing timely responses to inquiries regarding account status or transactions processed.

Education

Bachelor of Arts - Logistics Management

Taszki
Hungary
06.2006

Skills

  • Operations Oversight
  • Financial Reporting
  • Staff Leadership
  • Facility Maintenance
  • Regulatory Standards
  • Data Analysis
  • Multilingual in Hungarian,French,Spanish and English

Languages

English
French
Hungarian
Spanish

Timeline

Station Operation Center Manager

United Airlines
01.2021 - 01.2022

Hub Resource Analyst

United Airlines
01.2019 - 12.2021

Customer Service Supervisor

United Airlines
09.2018 - 01.2019

Buyer for Acco Brands

Acco Brands
06.2009 - 08.2012

Financial Assistant

Lear Corporation Hungary LTD
09.2004 - 09.2006

Bachelor of Arts - Logistics Management

Taszki

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Diana Balleza