Jayden Hajduk
Chicago,Illinois
Summary
Results-driven operations professional with a decade of experience in process improvement, workforce management, and team leadership. Adept at problem-solving, optimizing workflows, and implementing Lean Six Sigma methodologies to enhance efficiency. Recognized for strong communication, critical thinking, and the ability to manage high-pressure situations with precision. Proven track record of mentoring teams, streamlining operations, and driving continuous improvements across multiple departments. Committed to delivering excellence, fostering collaboration, and enhancing operational success.
Overview
10
10
years of professional experience
Work History
Senior Center Operation's Associate
Southwest Airlines
09.2022 - Current
- Performed all duties of an Operations Associate, while taking on additional responsibilities as a senior team member.
- Processed leave of absence requests, including Intermittent Family and Medical Leave (IFMLA), Medical Leaves, and Personal Leaves, ensuring compliance with federal and company policies.
- Managed and processed On-Job-Injury (OJI) paperwork, coordinating with HR and leadership to support impacted employees.
- Served as the primary support resource for Operations Associates, offering guidance, mentorship, and problem-solving assistance.
- Resolved CSR complaints by distinguishing, prioritizing and reporting technical issues such as mass outages
- Designed and led training programs to introduce new processes, enhance skill development, and optimize team performance.
Operations Associate
Southwest Airlines
08.2016 - 09.2022
- Oversaw Virtual Call Center daily operations, ensuring timely task completion and strict adherence to company policies and procedures.
- Monitored call volume trends and made real-time staffing adjustments, offering Voluntary Overtime (VOT) during high-demand periods and Time Off Without Pay (TOWOP) during low-call volume periods to optimize workforce efficiency.
- Provided real-time support to Customer Service Representatives (CSRs) by answering internal calls related to scheduling, job tools, and adherence policies.
- Ensured accurate payroll processing by managing CSR time punches, adjusting errors, and addressing discrepancies.
- Enforced disciplinary policies by handling tardiness, early leaves, unreported absences, and unauthorized shifts.
- Collaborated with CSR leadership teams to conduct fact-finding investigations for disciplinary actions, including Action Plans and Performance Improvement Plans (PIP).
- Managed and calculated employee balances, including vacation days, sick time, holidays, and earned award days.
- Monitored real-time productivity for over 3,000+ CSRs, ensuring active engagement and addressing non-compliance issues as needed.
- Maintained strict adherence to Union Contracts, resolving contract-related inquiries from employees and leadership.
- Provided technical support to CSRs experiencing system or equipment issues, ensuring swift resolutions to minimize downtime.
- Partnered with Union Representatives to resolve contract disputes and enforce compliance.
Electronic Communications Representative
Southwest Airlines
02.2016 - 08.2016
- Managed customer interactions through digital channels, including email and .com, ensuring prompt and professional responses.
- Provided technical support for customers navigating the company’s online booking platform and mobile app.
- Assisted with flight reservations, schedule changes, and fare adjustments, ensuring accuracy and compliance with airline policies.
- Collaborated with internal teams to escalate and resolve complex customer issues, improving customer satisfaction.
- Monitored emerging customer trends in digital communications, offering feedback to enhance online service efficiency.
Customer Care Representative
Southwest Airlines
08.2015 - 02.2016
- Performed all duties of a Customer Service Phone Representative while taking on additional responsibilities in handling escalated customer concerns and specialized service requests.
- Assisted with escalated calls from Customer Service Phone Representatives, providing real-time support for complex customer issues.
- Served as a go-to resource for Customer Service Representatives, answering general questions and guiding them through customer interactions.
- Selected as a Subject Matter Expert (SME) for the company’s new reservation system, participating in beta testing and working with the vendor to implement improvements before the system launch.
- Took on challenging baggage-related calls, often dealing with highly dissatisfied or irate customers, ensuring issues were resolved professionally.
- Authorized compensation, including flight vouchers, to resolve customer complaints, service failures, and delayed or lost baggage claims.
- Promoted to this role while still in new hire probation, bypassing the standard one-year requirement, demonstrating exceptional performance and adaptability.
Customer Service Phone Representative
Southwest Airlines
03.2015 - 08.2015
- Delivered consistent high-quality service under pressure during peak call times, demonstrating adaptability and resilience in a fast-paced work environment.
- Handled high-volume inbound calls, maintaining a calm and professional demeanor to efficiently resolve customer concerns.
- Provided exceptional customer support by assisting passengers with reservations, flight changes, cancellations, and general inquiries.
- Maintained excellent customer service standards by strictly adhering to company policies and procedures.
- Assisted customers with ticketing, refunds, and travel disruptions, ensuring compliance with airline regulations and minimizing travel disruptions.
- Demonstrated strong problem-solving skills, de-escalating customer issues and delivering swift, customer-focused solutions.
- Contributed to company success through participation in optional projects and initiatives aimed at improving customer satisfaction levels.
- Streamlined internal processes by effectively communicating with other departments, ensuring seamless coordination when resolving complex customer issues.
- Processed special service requests, including disability assistance, pet travel, and unaccompanied minor bookings, to enhance the customer travel experience.
- Maintained accurate documentation of customer interactions in internal systems for quality assurance and follow-ups.
Education
Associate of Applied Science - Networking System Technology
Daley College
Chicago, IL01-2006
Associate of Arts - Fine Arts
Daley College
Chicago, IL01-2005
High School Diploma -
John F. Kennedy High School
Chicago, IL01-2001
Skills
- Expert problem solving
- Team leadership
- Strong Communication skills
- Strong time management
- Critical thinking capacity
- Strong computer skills
- Lean Six Sigma Yellow Belt certified
- Lean Six Sigma process improvements
- Process building
- Post-processing refinement
Timeline
Senior Center Operation's Associate
Southwest Airlines
09.2022 - Current
Operations Associate
Southwest Airlines
08.2016 - 09.2022
Electronic Communications Representative
Southwest Airlines
02.2016 - 08.2016
Customer Care Representative
Southwest Airlines
08.2015 - 02.2016
Customer Service Phone Representative
Southwest Airlines
03.2015 - 08.2015
Associate of Applied Science - Networking System Technology
Daley College
Associate of Arts - Fine Arts
Daley College
High School Diploma -
John F. Kennedy High School
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