Kathryn McGinnis

• Collaborative team player, adept at fostering positive relationships across organizational hierarchies and divisions.

• Embodies Delta's leadership principles, prioritizing safety and promoting a professional ethos.

• Proficient in handling customer service challenges, adept at de-escalating tense situations.

• Skilled in conflict resolution, aligning interventions with Delta's customer service standards and brand.

• Effective communicator, both written and verbal, with clear and concise expression.

• Possesses a high threshold for pressure, maintaining composure in demanding scenarios.

• Exhibits sound judgment, proficient in data analysis to identify and implement effective solutions.

• Anchored in the Rules of the Road, guiding leadership approach with integrity and accountability.

• Projects a polished, professional demeanor, supported by strong organizational prowess and a strong work ethic.

• Committed to exceeding expectations, dedicated to delivering exceptional service.

• Driven to support local and corporate KPIs goals and metrics.

• Sourcing Data for executive reporting for SFO ACS. Utilizing reports that generate overtime usage, payroll exceptions and sick leave.
• Daily updates of payroll accounting exceptions using MyTime/Kronos/SAP and MPS applications.
• Perform day-to-day processing of MPS/Pocket Payroll Swaps and time off.
• Attendance reporting tool utilized to easily identify agents attendance issues for Leadership.

• Monitor possible passenger misconnect, research protection.
• Evaluate customer information to resolve issues and maintain high-quality service through proficient use in SNAPP/DL Term programs as a Special Service Agent.
• Exhibit high energy and professionalism when dealing with all levels of clients and staff.
• Master the count down of departure by boarding customers in a timely manner while being proactive in checking of hand carry bags for on-time departures serving as a gate agent.

• Utilize technical skills to process employee health leaves and time loss benefits under worker compensation guidelines.
• Monitor and calculate sick leave and other balances related to loss time claims and/or employee health leaves, to ensure appropriate pay follows established guidelines and procedures.
• Review and monitor confidential employee health leave details for the purpose of determining eligibility and maintaining compliance with FMLA, FLA, WPFML and State other federal and state requirements.
• Manage internal communication regarding time loss and/or modified duty cases to ensure all internal contacts are notified of and provided updates regarding these cases.
• Coordinate and conduct the training of management staff on a large scale related to extended health leaves, policies and procedures and providing update communication to all staff.
• Work with cross-functional teams to identify gaps and areas for improvement within current processes.

• Created workflow training diagrams for Delta Airport Customer Service, Cargo, payroll and scheduling functions.
• Assisted day-to-day processing of payroll for 1200 employees, including review of timesheets and computing pay in accordance with FLSA.
• Daily updates of payroll accounting exceptions using MyTime/Kronos/SAP and MPS applications. Daily FMLA updates and Sick call coding per WA State. Payroll closeout for Cargo and Airport Operations.
• Verified and submitted timekeeping information for accurate and efficient payroll processing.
• Scheduling duties included: Processing swaps, time off requests, assignment of waitlist, vacation weeks and holiday approvals.
• Monitored and tracked all employees' leave time during COVID-19 Months.
• Prepared and monitored sick leave files and served as the attendance and reliability program administrator.
• Produced payroll activities documentation and reports to meet corporate guidelines and promote transparency.
• Requested and Assigned agent schedule lines for monthly bid process.
• Exceeded goals through effective task prioritization and great work ethic. Demonstrate respect, friendliness and willingness to assist Cargo Customers.
• Direct delivery trucks to shipping doors or designated areas, offload and load commodities for domestic or international flights.
• Examined import and/or export documentation to determine cargo. contents and classified goods into different tariff or fee groups.

• Performed weekly HR Functions within my Western Washington Area for 57 field reps. Recruiting, I-9 completion along with new hire paperwork, Payroll approvals, payroll adjustments, time off requests, training, motivation, development, evaluation, planning, performance management of direct reports, field rep separation, area financial budgeting, inventory analysis of all warehouse equipment.
• Analyzed workflow and deployed resources appropriately to include people and supplies using Excel, Word and/or PowerPoint applications.
• Effectively communicated throughout all levels of the organization; including internal and external customers.
• Maintained reporting integrity through data analysis of all projects within territory.
• Ensured Field Reps utilized safe work practices in compliance with WA State OSHA requirements.
• Briefed Field Reps monthly on safety practices and driver safety.
• Developed a culture of safety within the Western Washington Merchandising Team delivering an accident free environment for 17 years.
• Completed safety audits weekly while working with Reps in store.
• Managed execution of all aspects of in store programs and projects with an established average of 98% completion/compliance rate for 17 years.
• Displayed detailed knowledge of assigned area, including preparation of operating budgets for each cycle reflecting area trends, issues and store makeup.
• Analyzed variances and provided recommendations for continuous improvements to programs and processes.
• Monitored area expenses carefully ensuring compliance with financial processes and controls.
• Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
• Implemented process improvements to automate office operations, including record tracking.
• Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
• Maintained work structure by updating job requirements and job descriptions for all positions.

• Created workflow training diagrams for Delta Airport Customer Service, Cargo, payroll and scheduling functions.
• Streamlined payroll processes to WA State policy/labor laws, making workloads more efficient for agents to assist in ACS Operations as needed.
• Developed an attendance database designed to aid in driving accountability to the company's attendance and reliability policies.
• Performed day-to-day processing of payroll for 1200 employees, including review of timesheets and computing pay in accordance with FLSA.
• Daily updates of payroll accounting exceptions using MyTime/Kronos/SAP and MPS applications. Daily FMLA updates and Sick call coding per WA State. Payroll closeout for Cargo and Airport Operations.
• Verified and submitted timekeeping information for accurate and efficient payroll processing.
• Researched payroll errors and processed payments for federal and state taxes, social security, and various employee deductions, annuity contributions and retirement plan withholdings.
• Scheduling duties included: Processing swaps, time off requests, assignment of waitlist, vacation weeks and holiday approvals.
• Monitored and tracked all employees' leave time during COVID-19 Months.
• Prepared and monitored sick leave files and served as the attendance and reliability program administrator.
• Produced payroll activities documentation and reports to meet corporate guidelines and promote transparency.
• Requested and Assigned agent schedule lines for monthly bid process.
• Exceeded goals through effective task prioritization and great work ethic.

• Resolved all Customer Ticketing and Baggage service needs in all areas throughout the department.
• Assisted in the IROP/BSO department and the cruise kiosk April-September.
• Boarded customers in a timely manner along with managing checking of hand carry bags for on-time departures serving as a gate agent.
• Assisted customers that have deplaned an International Flight with the US Customs process and rechecking of their bags as an FIS agent.
• Partnered with Above-Wing Training Department mentoring new agents on all aspects of Customer Service Agent training, answering questions regarding travel itineraries, ticketing and baggage.