Henry Diaz
Dighton,MA
Summary
Dynamic leader with extensive Airline experience, adept in workforce planning and performance management. Excelled in talent acquisition and fostering diversity, significantly enhancing team productivity and operational efficiency. Proven track record in payroll oversight and labor relations, achieving notable employee satisfaction and retention. My goal is to serve our employees in an HR management position in which I can create renewed team member engagement and better serve our customer by continuously developing our employees to be ambassadors of the brand, in turn they can provide our customers with a world class product we can all be proud of.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Care Manager
American Airlines
01.2020 - Current
- Resolve customer service and operational issues during tour of duty.
- Use cross-functional teams to generate and implement quality improvement ideas.
- Evaluate team performance through corporate quality control measurements, such as observations, CSI feedback, CSA data and customer complaints and compliments.
- Monitor lost time and administer the attendance control policy (AUTOTA).
- Coach and counsel personnel and provide guidance to team on customer service and performance issues.
- GSC Certified.
- LCRO certified.
Station Administrative Manager
American Airlines
02.2018 - 12.2020
- Supported Senior Management and Managers on Duty.
- Weekly headcount reports
- Lost time reports
- Investigations
- EAP
- Drug and Alcohol policy Management
- Workers Compensation
- Maintained Station Payroll records and employee’s personnel files.
- Supported Managers on Duty and CSM’s compiling company data in order to assist operational needs.
- Employee SIDA Badge and all required training (1T).
- Managed a team of 8 Support Staff
Workforce Administration Manager
American Airlines
02.2015 - 02.2018
- Learned and applied preferred systems for scheduling, purchasing, and problem-solving.
- Collaborated with leaders from other departments to achieve consistent processes and maximize efficiency of resources.
- Supervised hiring processes and vendor relationships to maintain smooth operations for company.
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
- Manage the WFA Department for Tech Ops in Boston support 184 Aircraft.
- Supported Maintenance Technicians, GSE Mechanics and Material Logistic Specialists
- Compile and interpret loss time DATA and provide the Managing Director, Managers and supervisors with accurate reports and mitigation plans as required.
- Provide my team guidance with Contract and company policy interpretation.
- Assure compliance with FAA mandates and company policies with the management of Aircraft Records
- OSHA compliance
- Monitor lost time and administer the attendance control policy.
- Updated reports, managed accounts, and generated reports for company database.
- Completed bi-weekly payroll for 328 employees.
- Hiring Manager
- Managed and facilitated Employee assistance program (EAP)
Customer Service Manager
American Airlines
03.2008 - 01.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with passenger requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolve customer service and operational issues during tour of duty.
- Use cross-functional teams to generate and implement quality improvement ideas.
- Evaluate team performance through corporate quality control measurements, such as observations, CSI feedback, CSA data and customer complaints and compliments.
- Monitor lost time and administer the attendance control policy.
- Coach and counsel personnel and provide guidance to team on customer service and performance issues.
- Facilitate department manager meetings (JLT).
- Analyze data in order to efficiently audit financial transactions completed by department members. ATAC and TREX audits.
- Proficient in the use of Outlook, MS Access, MS Excel, MSWord, PowerPoint, SABRE.
- Provide guidance and support to agents when applying for Pay flex, FMLA or EAP.
- Liaison between AA and Verizon for the preventive maintenance of the self-service devices.
Fleet Service Clerk
American Airlines
07.1999 - 03.2008
- Inspected cargo for efficient and safe handling and transport between planes and cargo areas.
- Guided planes for all arrivals and departures with strong focus on safety.
- Documented all required information regarding cargo weight and destination.
- Deiced aircraft and guided to proper gate and runway positions.
- Actively lead crew members as D-1 Crew chief and ensured compliance with Airline procedures and safety policies.
- Cleaned and serviced cabin interiors, plane exteriors and fluids as directed.
- Emptied lavatory systems and refilled sanitizer fluid tanks to prescribed levels.
- Inspected aircraft for cracks, metal fatigue and other signs of wear or damage.
- Communicated with dispatchers and traffic control personnel to coordinate vehicle movements.
- Identified issues, analyzed information and provided solutions to problems.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Responsible for the safe loading and unloading of commercial passenger aircraft assuring proper weight and balances are met.
- Handle mail, freight and passenger bags.
Concierge Agent
El Conquistador, A Waldorf Astoria Resort
01.1999 - 03.2008
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Provided services, for a 10,000 acres 1,500 room’s luxury resort, for guests ranging from celebrities to the family vacationer.
- Generated P&L statements for the VIP Lounge for use in operational cost control.
- Managed check-in and check-out procedures for guests.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Maintained high level of professionalism and discretion when dealing with guests.
Police Officer II
City of Rio Grande
02.1994 - 07.1999
- Conducted witness interviews and gathered details regarding incidents to determine best course of action.
- Secured crime scenes, gathered evidence, and questioned witnesses.
- Enforced traffic laws and ordinances through visual observation and radar speed detection.
- Patrolled assigned areas to prevent and detect roadway crimes.
- Supervised the Motorcycle Unit composed of a team of 15 police officers.
- Prepared shifts and shifts schedules also planned vacations ensuring a cost-efficient operation.
- Integral part of the town Mayor escort team.
- Member of the Maritime Unit
Education
No Degree - Business Management
Sistema Universitario Ana G Mendez - Universidad Del Este
Carolina, PRAssociate of Science - Criminal Justice
Academia De La Policia
Gurabo, PR10.1999
Skills
- Training and mentoring
- Diversity and Inclusion
- Talent Acquisition
- Labor Relations
- Organizational Development
- Payroll Administration
- Retention Strategies
- Company policies
- New Employee Orientation
- Payroll Oversight
- Payroll
- Workers' compensation
- Workforce Planning
- Health benefits
- HR legal compliance
- Employee evaluations
- Employee Relations
- Performance Management
- Training programs
- Team Management
- Benefits Administration
- Compensation and benefits
- Employment law compliance
Accomplishments
- Chairman’s Award Recipient 3rd Qtr 2014
- Supervised team 8 Support Staff Who supported over 700+ Airport personnel and business partners(Customer Care)
- Managed team of 9 Support Staff who supported 380 Tech Ops AMT's and GSE personnel. (Tech Ops)
Certification
- Compliance Resolution Officer
- Ground Security Coordinator
Languages
Spanish
Native or Bilingual
Timeline
Customer Care Manager
American Airlines
01.2020 - Current
Station Administrative Manager
American Airlines
02.2018 - 12.2020
Workforce Administration Manager
American Airlines
02.2015 - 02.2018
Customer Service Manager
American Airlines
03.2008 - 01.2015
Fleet Service Clerk
American Airlines
07.1999 - 03.2008
Concierge Agent
El Conquistador, A Waldorf Astoria Resort
01.1999 - 03.2008
Police Officer II
City of Rio Grande
02.1994 - 07.1999
No Degree - Business Management
Sistema Universitario Ana G Mendez - Universidad Del Este
Associate of Science - Criminal Justice
Academia De La Policia
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