Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Software
Timeline
Generic

Dillon Grandy

Summary

A highly motivated and dedicated Business Operations & Customer Service professional who holds a Bachelor's Degree in Business with 10+ years of experience supporting company initiatives to improve processes and increase customer experiences both internally & externally. Ability to partner with team members to educate, coach, and mentor on responsibilities to assist with their personal and professional goals. Utilizes a consultative approach to identify customer wants and needs to provide tailored company services. Ability to utilize Data Analytics to tell create presentations and tell stories to Sr. Leadership to understand what is needed to improve for the future.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Sr. Admin Assistant

Southwest Airlines
07.2022 - Current
  • Team Lead in Inventory Management, tracking gift inventory and ensuring stock.
  • Assist Team in Employee Life Events through Salesforce Software, as well as Weekly Report tracking for Employee Care Event data
  • Assist Program Manager in reporting and data compiling regarding care events across the Company
  • Assist with Board of Director Meetings and Legal Counsel Binder preparation, compiling highly confidential documents.
  • Researched and analyzed data to efficiently contribute to executive reports for monthly meetings.

Community Outreach Specialist

Southwest Airlines
12.2019 - 07.2022
  • Responsible for assisting in managing the Southwest Employees Catastrophic Company Charity
  • Collect data to analyze, generate reports, and present trends for actions plans around companywide initiatives
  • Maintain all aspects of event planning including vendor relations, facility planning, and day of coordination
  • Assisted in the implementation of comprehensive change management strategies and communication plans for initiatives
  • Manage all administrative inboxes, coordinating with cross-functional teams to meet project objectives.

Customer Relations / Rapid Rewards Senior Representative

Southwest Airlines
02.2015 - 12.2019
  • Diffused heightened customer situations with empathy and care, to retain customer on a long-term basis
  • Served as a resource for peers & Leaders for questions, policies and procedures, and proper verbiage to utilize in responses
  • Delivered hospitality services while resolving customer situations quickly through multiple channel's (email, phone, social media) with satisfactory win/win resolutions
  • Mentor for the Enhanced Customer Service Project, to supervise and guide Customer Service Representatives across the operation
  • Responsible for the training and mentoring of new hires to support their performance development & career growth through all channels in Customer Relations


Front Desk Guest Service Representative

Evolution Hospitality
06.2014 - 02.2015
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Trained new staff members in customer service techniques and hotel operations.
  • Coordinated with vendors for repair and maintenance of hotel.

Attractions Host

The Walt Disney Company
02.2011 - 05.2013
  • Helped children and families find favorite attractions and characters to optimize guest experience.
  • Performed opening monologue and shared important safety information before activating ride.
  • Enforced company policies while maintaining cheerful, supportive approach to guests.

Education

Bachelor of Arts - Business Administration

Whittier College
Whittier, CA
06-2014

Skills

  • Strategic Planning
  • Community Outreach
  • Event Planning
  • Change Champion
  • Project Management
  • Team Leadership
  • Customer Service
  • Microsoft Office Suite
  • Data Reporting & Analytics
  • Presentation Design
  • Process Optimization
  • Partnership Development
  • Community Engagement

Accomplishments

  • Yellow Belt Certified assisting in numerous departmental improvement processes (2016-Present)
  • Inventory Management Tracker ensuring cost savings (2024)
  • Ground Ops Partnership Rollout with Station Tracking Analytics (2023)
  • Coheart Care Text BOT Company Rollout Initiative (2023)
  • Southwest Airlines Company Charity Improvement Initiatives/Reports (2020-2022)

Certification

  • Certified Google Data Analytics, Coursera - 2024
  • Yellow Belt Certification, Southwest Airlines - 2018

Software

Microsoft Office Suite

QuickBase

Alteryx

Miro

Salesforce

Microsoft Teams

Timeline

Sr. Admin Assistant

Southwest Airlines
07.2022 - Current

Community Outreach Specialist

Southwest Airlines
12.2019 - 07.2022

Customer Relations / Rapid Rewards Senior Representative

Southwest Airlines
02.2015 - 12.2019

Front Desk Guest Service Representative

Evolution Hospitality
06.2014 - 02.2015

Attractions Host

The Walt Disney Company
02.2011 - 05.2013

Bachelor of Arts - Business Administration

Whittier College

Similar Profiles

CREATE PROFILE
Dillon Grandy