Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Hi, I’m
Jennifer Eby
Newcastle,OK
Summary
Overview
32
years of professional experience
Work History
Oklahoma City Community College
Student Account Representative
10.2022 - Current
Job overview
- Responded to student inquiries via email/phone and provided detailed account information.
- Enter and post accurate payments and holds on student accounts.
- Enter student details and notes into system for interdepartmental access and review.
- Contacted students to set up Refund Preference.
- Process Tax Intercept payments to student accounts, send detailed letters informing students of such action.
- Advise former students of payment options for past due accounts.
Envoy/American Airlines
Supervisor, Customer Service
02.2017 - 07.2022
Job overview
- Conducted local station daily, weekly, monthly, quarterly audits via Intelex. Audits included Aircraft Cleaning Audits, Agent Ramp Safety Audit, Customer Service Audits, Safety and Security Audits, Station OSHA Audits, Station Cleaning Audits, Gate Agent Audit,. All audits required photos to be taken and uploaded into Intelex for corporate review. Company/Envoy Auditor would come 1 to 2 times a year to conduct their own audits.
- American Eagle Deice Instructor: Received Deice/Anti Ice/Deice Fall Protection Instructor training at the American Airlines Training Facility in Dallas, TX. Held Deice/Anti Ice/Deice Fall protection training/assessments for all local station agents at Lawton Fort Sill Regional Airport. Other duties involved auditing deicing events as required per company policy. Audit all paperwork daily during deice season. Met with auditors when our station was being audited. Ordered, tested. stored and maintained all records required of glycol shipments. Also, personally deiced aircraft when needed.
- Followed all OSHA and company safety and policies related to Airline. Environmental Spill Trained.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs. Customer complaints were daily from 1 to 25, depending on situation of the day.
- Used tracking system to locate/track passengers lost baggage to return to passenger.
- EWBS - Electronic Weight and Balance System, used to maintain proper weight and balance of the aircraft.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Worked with management team to implement proper division of responsibilities.
- Set overall vision and provided team leadership.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Interviewed, hired and trained new employees for ramp and customer service positions.
- Utilized standard operating procedures, effective crew resource management, communication and procedures specified in company operation manual.
- Conducted routine inspections of incoming materials such as approved aircraft cleaning supplies, station cleaning supplies, customer baggage exchange, to check quality and compliance with established product specifications.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures.
- Analyzed equipment breakdowns using various troubleshooting methods. Called aircraft mechanics or equipment mechanics after assessing equipment to relay what needs or may need to be fixed.
Washita Valley Testing COOP
Psychologist Assistant/Administrative Assistant/Administrative Office Manager
08.2001 - 05.2017
Job overview
- Generated and distributed monthly COOP member statements.
- Analyzed COOP member account to determine appropriate payment plan.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Arranged rapid office equipment repair and maintenance with vendors.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Performed billing of COOP members.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
S. Wyatt Hill, Attorney At Law
Office Manager/Paralegal
10.1991 - 06.1997
Job overview
- Processed and distributed monthly client statements.
- Proceeded with collections for non payment of client accounts.
- On contract to provided billing and collections servies for various veterinary clinics.
- Located client/customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Documented collection procedures and policies to comply with government regulations.
- Prepared and submitted legal documents to initiate court proceedings.
- Maintained computer and physical filing systems.
- Front facing customer service and all phones calls
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Coordinated special projects and managed schedules.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
- Typed any and all legal documents and filed at the applicable courthouse.
Education
Cyril High SchoolCyril, OK
High School Diploma
1988
University Overview
Skills
- Higher Education student account review, receive/post payments, place/release holds, maintain cash drawer, daily reconciliation
- Generate and distribute client statements, proceed with collections per compliance with fair debt collection practice and follow government regulations
- Performed Daily, Weekly, Monthly, Quarterly Audits via Intelex
- American Eagle Deice Instructor/Deice Fall Protection Instructor - Received Instructor training at American Airlines Training Facility in Dallas, TX Held deice/harness classes/testing for local Envoy/American Airlines at Lawton Fort Sill Regional Airport
- Interview/Onboarding - Processed applicants from interview to Onboarding through ICIMS Processed new hires I-9 Verifications, enrolled in benefits, W-4, payroll, create agent schedules, keep timecards daily through Roster Apps, enrolled in required trainings, held orientation
- OSHA and Environmental Spill trained Familiar with CFR's and AOSSP Strictly followed all Safety and Security policies and procedures per FAA, TSA, Federal and Company
- Cross trained station - Training: Ramp (EGOM) and ticket (QIK and SABRE) Aircraft weight and balance (EWBS)
- Resolving Complaints - CRO Certified - Complaints Resolution Official
- Managing Operations and Efficiency
- Certifications: Train the Trainer (TTT) Certified to train Agents on all Ramp duties and all equipment Certified to train Agents on EMB 140-145, ERJ 170-175, CRJ 200-700-900 Certified to train Agents on Interior and Exterior Search
- Compliance Coordinator - Maintained and monitored all paperwork daily to keep compliant with company policies and procedures
- Administration and Reporting - Completed and uploaded Weekly, Monthly and Quarterly Audits as required Example of Audits performed: Fuel, Wheelchair, Aircraft Cleaning, Baggage, Agent Keys, closing previous day financials and uploading daily, Fire extinguisher, Ramp compliance, Station bank checks ICM-Internal Controls Manual, financials, audit, reporting
- Monthly Inventory - Kept required Audit Logs of all supplies/inventory of multiple types to be in compliance with company policies Ordered all supplies to keep operations up and running
- Employee Performance Management - Completed CR1 documented discussions with employees when needed Took further action if issue was not resolved or corrected Rewarded employees with points when job well done
Family, scuba diving, traveling
Family, scuba diving, traveling
Spend all my free time with my family. We spend our time traveling and scuba diving along with many other fun times!
Timeline
Student Account Representative
Oklahoma City Community College
10.2022 - Current
Supervisor, Customer Service
Envoy/American Airlines
02.2017 - 07.2022
Psychologist Assistant/Administrative Assistant/Administrative Office Manager
Washita Valley Testing COOP
08.2001 - 05.2017
Office Manager/Paralegal
S. Wyatt Hill, Attorney At Law
10.1991 - 06.1997
Cyril High School
High School Diploma