Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Affiliations
Timeline
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Karen Luna

Skokie,Illinois

Summary

A dynamic, analytical, and diligent Reservations Staff Planning Representative with over seven years of Workforce Management experience offering a variety of office support tasks including exceptional management, effective organization, and efficient administrative and excellent customer support skills. Self-motivated, disciplined, goal-oriented and a genuine team player with a good attendance record. A quick and enthusiastic learner able to adapt to new situations.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Coord-CC Admin

United Airlines
Chicago, IL
11.2021 - Current
  • Answer inquires through the different Admin tools and Email Inbox including but not limited to Vacation Change processes, 2023/2024 Vacation, Day At A Time and Relief Bid, Paid Time Off, Authorized No Pay, Events, Trades, Remote Reimbursements, Relocation and 2nd Location , Restrictions, eFlex and Exceptions.
  • Work with back-office support team, IT and Payroll to process holiday deferrals and send deferral cancellation notices to employees on extended leave of absence to let them know that they no longer qualify to avoid deferred holiday overuse.
  • Mentor back-office support team on holiday deferral learnings and exception loading to minimize future errors.
  • Participate in new hire events throughout the year at CHIRR and Hyatt O’Hare and collect and process I9 documents to support the United Next initiative.
  • Process Status Updates such as Function and Team changes, Going Remote, Status Change, Separation, Retirement, Resignation, Transfers, Extended Leave of Absence, RTW using MTB, DB2 while coordinating with key players as needed.
  • Coordinate with the Employee Service Center, Training/Scheduling, Staff Planning in returning employees to work; providing mirror shift bids and mirror vacation bids as needed as well as working with Sr. Manager to pay employees for their past date unused vacation.
  • Provide employee updates to Supervisors, Manager and HR with regards to employee absences, leave of absence, return to work, direct orders, 30, 60 days notice and separations and coordinate with Manager and Staffing Analysts on reduction of hours accommodation based on operational needs.

Sr. Coord - Ops Pay - CC

United Airlines
Chicago, IL
08.2020 - 11.2021
  • Served as a subject matter expert in answering inquiries; resolved and provided guidance regarding payroll related issues in the Help Hub tool and various Payroll Inbox as well as mentored the back office support team with loading the appropriate exception codes in the electronic Time and Attendance tool (eTA);
  • Processed payroll accurately and in a timely manner for Contact Center, Baggage Resolution Center, Bag Performance Group, Cargo and ATO Support before each payroll close unitizing eGain, Aspect and eTA tool; collaborated with eTA Support to assist in resolving eTA issues.
  • Supported the implementation of the return of automatic Clock In and Out without biometrics to effectively maximize productivity in other payroll daily tasks and initiatives,
  • Processed Attendance Corrections and Status Updates in Staff Management and DB2 payroll tool including Upgrade Loans, Payroll Exception, FML, Incomplete and Sick Time Excessive Usage Report and submit On and Off Cycle payroll discrepancies to Corporate Payroll.
  • Coordinated with Corporate Payroll and Staff Planning to reconcile frontline employee vacation for the Voluntary Separation Leave exits and assisted Sr. Payroll Manager with 2020 year end vacation payout audit in the eTA tool.
  • Assisted Corporate Payroll in sorting and assigning cases to appropriate payroll groups in the Payroll Care Center Help Hub box.
  • Collaborated with Staff Planning and the back office support team during holiday deferral postings and assist with the audit and entry of vacation payable adjustments in Aspect and DB2 tool to ensure employees receive proper pay.

Representative Res-Staff Planning

United Airlines
Chicago, IL
04.2011 - 08.2020
  • Administered and maintained all paid time off initiatives, vacation bids and provide key players monthly headcount report to effectively optimize manpower planning.
  • Supported the conduction of system bid as well as monthly relief bid, and shift bid process by making all work schedules official in Aspect; promoted the online shift bid and assisted employees in navigating through the application.
  • Participated in the Staff Planning booth at the Backstage event early 2020 show case the proposed new Trade module.
  • Facilitated the 30 hours part-time expansion project in 2019 for over 2000 frontline employees.
  • Coordinated with Sr Manager, HR and analyst to determine employees affected by vacation buy eligibility due to extended leave of absence and worked with them to repay their vacation buy and provided other options to keep their planned vacation.
  • Supported the application and harmonization of administrative work rules and Collective Bargaining Agreement to ensure Domestic Point of Sales Reservation offices are consistent.
  • Supported the migration to the new Aspect workforce management and assisted DXR with new administrative work as well as train relief and permanent help in Staff Planning.
  • Worked with the Application team and Sr. Manager to provide additional tools in the Vacation module to update vacation accruals, approve vacation block change requests and open past date waitlists for employees who missed vacation due to sick or extended leave.
  • Helped the Remote Program expansion by updating qualified B&M co-workers to new Remote status.
  • Supported the implementation of system trades, check-out, and stuck-on-call process to the back office support team.
  • Worked with the Application team to test schedules in Aspect for Payroll and Time Zones in Staff Management.
  • Assisted with the implementation of eFlex Leave Early by reviewing and providing feedback on document.
  • Answered and resolve employee inquiries, concerns and discrepancies regarding schedules, vacations, and time off request.
  • Educated employees with the utilization of Staff Management for events, time off and vacation to improve their experience.
  • Collaborated with Central Operations for next day and weekend staffing needs before sending Paid Time Off allotments to the Domestic Point of Sales Reservation offices.
  • Supported Payroll, Manager, HR and Analysts to determine employees affected by vacation buy eligibility due to extended leave of absence and worked with them to repay their vacation buy and provided other options to keep their planned vacation; assisted in contacting affected part time employees take back pay due to vacation audit delay.
  • In 2018, assisted in creating Buenos Aires profiles in Aspect and Staff Management; supported the stabilization and integration of the Baggage Resolution Center into Contact Center by updating Aspect to have Staff Management access; coordinated with the Applications team to test a new Agent Schedule view in Staff Management and supported its implementation..
  • In 2017, supported the implementation of eFlex at the beginning of employee shift; partnered with the Application team in testing various scenarios such as daily no pay with paid time off requests, emergency paid time off and trades on paid time off and vacation
  • Provided vacation coverage for the Supervisor Contact Centers Administration role in 2016.

Reservation Service Scheduler

United Airlines
Chicago, IL
07.2007 - 04.2011
  • A Single Point of Contact for Reservation employees and management.
  • Assisted with testing new tools and processes.
  • Supported Manpower Planning including but not limited to scheduling staff, tracking schedule adherence and off phone activities.
  • Ran Staffing Reports and provided Time Off and Off Phone Reports to ensure effective manpower utilization.

Reservation Sales & Svc Rep

United Airlines
Chicago, IL
05.1996 - 07.2007
  • Applied the proper telephone etiquette to answer inquires from the general public, travel agencies, and fellow agents building a positive rapport in handling the calls professionally.
  • Checked flight availability, reserved and booked One Way, Open-Jaw, Round Trip, Round the World, Circle the Pacific, Visit U.S.A, Asia, Europe and South America fares including Mileage Plus tickets in North American Sales, International Sales and Deaf desk.
  • Stressed seat limitation and guaranteed airfare pursuing ticketed revenue at every opportunity.
  • Listed employees for non-revenue travel.
  • Reviewed and confirmed itineraries, international requirements such as passport, VISA, vaccinations and other documentations. Also reviewed fare rules, baggage allowance, check-in policy, seats and special needs such as meals, oxygen, wheelchair, unaccompanied minor and pets.
  • Assisted customers traveling to Australia obtain an Electronic Travel Authority (ETA).
  • Promoted United's features, products and benefits . Perused supplemental revenue soliciting future travel plans and offering Mileage Plus Visa, Hertz/Avis rental cars.
  • Assisted travel agents with their customer's travel plans, coached fellow agents and assisted new training classes.
  • Supported fellow employees as a Swat Service Director for International Sales and International Mileage Plus.
  • Worked with the Customer Advocate Center in working delayed and cancelled flights, notified affected customers and worked with them to find protection on other flights.
  • Helped the Queue Desk with irregular operations. Assisted Int'l Mileage Plus Quality Control & took hearing impaired calls.

Education

Microsoft Office -

Oakton Community College
01.1996

Bachelor of Science in Commerce Major in Business Administration -

University of Santo Tomas-Manila
01.1995

Skills

  • Assessed customer and employee needs providing timely and courteous response; ability to multitask and prioritize effectively
  • Consistently demonstrated flexibility in a changing environment Has always displayed a can-do attitude, remains positive and professional in delivering excellent work
  • Exceeded expectations on performance reviews in areas including work volume, accuracy, and quality; valued for work ethic; and commitment to providing unsurpassed service
  • Detailed oriented, resourceful, and knowledgeable with the ability to use good judgment

Accomplishments

  • Attended Core 4 Caring Connections training at CHIRR Summer of 2019
  • United 100 2014 4th Quarter Winner
  • United 100 2014 Annual Winner
  • Nominated in the President's Annual Awards+Events August 2010
  • Attended Verint WFM training in the Fall of 2009.

Certification

  • Completed CPR/AED training June 15, 2017

Affiliations

  • Volunteered in Every Action Accounts packing unused United amenity kits during the 2019 Clean the World Event and participated in packing dehydrated meals for the Rise Against Hunger relief program

Timeline

Coord-CC Admin

United Airlines
11.2021 - Current

Sr. Coord - Ops Pay - CC

United Airlines
08.2020 - 11.2021

Representative Res-Staff Planning

United Airlines
04.2011 - 08.2020

Reservation Service Scheduler

United Airlines
07.2007 - 04.2011

Reservation Sales & Svc Rep

United Airlines
05.1996 - 07.2007

Microsoft Office -

Oakton Community College

Bachelor of Science in Commerce Major in Business Administration -

University of Santo Tomas-Manila

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Karen Luna