Jahna Burns
Delta Air Lines
Long Island,NY
8
Certifications
10
years of professional experience
Human Resources Specialist with experience supporting 76–150 employees in employee relations, personnel records management, and policy-based case resolution within fast-paced service environments. Skilled in resolving 101–200 employee cases monthly while maintaining over 99% records accuracy. Brings strong documentation, cross-functional communication, and problem-solving skills to complex, time-sensitive HR matters. Holds a Master of Business Administration (MBA) with a specialization in Human Resource Management, strengthening expertise in strategic HR operations, organizational effectiveness, and workforce management.
Work History
Customer Service Agent - GEO
2 Months- Resolve 10+ escalation reviews weekly by coordinating with frontline and support teams during time-sensitive operational disruptions.
- Handle 100+ customer cases daily, verifying details and resolving airport service issues within policy guidelines.
- Document customer interactions and operational updates accurately in internal systems to maintain reliable records and follow-up continuity.
- Communicate clearly across airport teams to balance service recovery needs with safety and compliance requirements.
- Use documented procedures and internal applications to verify information, support operations, and maintain consistency under pressure.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Customer Experience Representative, Reservations
3 Years 7 Months- Documented 50+ case updates daily across reservation and CRM systems to maintain accurate records and support timely follow-up.
- Handled 100+ customer cases weekly involving itinerary changes, cancellations, and special service requests in a high-volume reservations environment.
- Resolved complex reservation issues by researching policies, rebooking options, and irregular operations across multiple customer scenarios.
- Navigated reservation, CRM, and internal knowledge systems to verify details, apply policy, and document actions accurately.
- Coordinated with internal teams on escalated cases, using clear stakeholder communication to move complex requests toward resolution.
Implementation Specialist / Project Manager
2 Years- Trained 5 client administrators monthly on payroll and workforce workflows during system transitions.
- Coordinated 4 client implementation milestones weekly across requirements, configuration, testing, and go-live support.
- Led client implementations for payroll and workforce-management solutions from discovery through post-launch support.
- Managed schedules, deliverables, data requirements, and cross-functional stakeholders to keep projects on track.
- Guided clients through payroll, time and attendance, benefits, and employee self-service workflows.
- Created process guidance, troubleshot setup issues, and supported adoption during rollout.
Lead Customer Service Expert
4 Years- Resolved 10+ escalation cases weekly while reinforcing policy guidance and customer recovery.
- Monitored 100+ customer interactions weekly to track service quality and support frontline coaching.
- Coached frontline employees through performance feedback, mentoring, and day-to-day support in a high-volume service environment.
- Identified recurring workflow issues and partnered with management to improve service processes and customer outcomes.
- Provided policy guidance and clear employee support to keep service delivery consistent across the team.
Education
Associate of Arts - Liberal Arts and Sciences
Bachelor of Science - Human Resource Management
MBA - Human Resources Management
Skills
HR operations
Payroll support
Benefits administration
Leave administration
HRIS & workforce management
Time and attendance
Employee records management
HR reporting
Employee support
Service recovery
Escalation management
Stakeholder communication
Employee coaching
Process improvement
Cross-functional coordination
Training coordination
Change management
Employee relations
Leave of absence administration
Compensation administration
HR policy administration
Workforce scheduling
Absence tracking
Headcount reporting
HR data analysis
Benefits enrollment coordination
Open enrollment support
Call center quality assurance
Customer service metrics
Certification
Certified Time and Attendance Specialist
Personal Information
Title: HR OPERATIONS | HRIS | PAYROLL & BENEFITS | EMPLOYEE SUPPORT
Timeline
Customer Service Agent - GEO
Delta Air Lines
08.2026 - CurrentRead More
Customer Experience Representative, Reservations
Delta Air Lines
01.2023 - 08.2026Read More
Implementation Specialist / Project Manager
ADP
01.2021 - 01.2023Read More
Lead Customer Service Expert
T-Mobile
01.2017 - 01.2021Read More
Capella University
MBA from Human Resources Management
Read More
Aiken Technical College
Associate of Arts from Liberal Arts and Sciences
Read More
Capella University
Bachelor of Science from Human Resource Management
Read More