Leah Madison
Atlanta,GA
Summary
Motivated and Proactive Problem Solver: Thrives on finding innovative solutions to new challenges with a track record of building teams and processes while maintaining a meticulous focus on operational details. Known for achieving goals and providing exceptional customer experiences with a sense of urgency. Strategic thinker who has a reputation for tackling multiple competing priorities. Passion for developing organizational strategies, and contributing to efforts on diversity, inclusion, and engagement initiatives, while fostering strong relationships within diverse teams. History of utilizing outstanding organizational, communication, and interpersonal skills, coupled with proficiency in managing tight deadlines, adapting to change, and ensuring attainment of organizational goals.
Overview
8
8
years of professional experience
Work History
Team Lead (Customer Experience)
Delta Air Lines, Inc
05.2022 - Current
- Reviewed, implemented and updated company records related to team activities for future reference.
- Created and managed project plans, timelines and budgets.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- · Met or exceeded KPl goals MoM during tenure in role
- · Ensures adherence to the station Safety Business Plan in addition to assuring compliance to our divisional Performance and Safety standards.
- · Measure and analyze employee performance through the use of performance management tools, available customer service and operational metrics, job shadowing and direct observation.
- Managed senior-level personnel working in marketing and sales capacities.
- · Promote Great Place to Work through creating brand right environment and supporting office and community events.
Community Engagement Coordinator
Meals on Wheels Atlanta
10.2021 - 03.2022
- Created and disseminated logistic plans for ~80 drivers performing meal delivery services on three days of the week; mapped routes, ensured equal allocation of work, and served as primary point of contact for delivery route discrepancies to facilitate quick resolutions and maintain continuous operational success
- Oversee a variety of ad hoc projects throughout the entire project lifecycle; map out timelines and schedules; define scope; allocate resources; identify and mitigate risks; collect metrics and report on project performance; provide status update reports to senior leadership
- Managed daily individual volunteer registration for up to 10 events per week; identified resource gaps and sent biweekly emails to former/potential volunteers to recruit talent to fill unoccupied or abandoned volunteer timeslots
- Fielded all correspondence and inquiries via email and telephone for potential and new volunteers, court-ordered community service volunteers and group volunteers; managed volunteer applicants’ background checks via third party sites and sent emails regarding approval and denial decisions
- Maintained continuous communication with Client Services department and other stakeholders to ensure accurate recording and relevant action taken from notes from senior clients and volunteer communications.
Lead Customer Service Advocate
Target
10.2019 - 05.2020
- Reviewed and revised team member schedules to ensure proper assignment of specific daily roles, effectively communicating with management to adjust and fill unoccupied roles with team members from other departments
- Manage up to 15 scheduled team members’ daily tasks, performance goals and break schedule; ensured alignment with all relevant state labor law guidelines
- Help complete daily projected online pickup and shipping orders from store, assisting with fulfillment for 500 to 2,500 orders for both; communicate to upper management regarding the need for additional resources to complete daily fulfillment
- Performed opening duties for store checkout, accurately placing daily starting currency in registers for cashier use
- Controlled and oversaw customer flow at checkout, communicating promptly via store devices for additional assistance during times of increased customer influx/volume
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Manager of Operations
Olive Garden Restaurant
10.2015 - 05.2019
- Promoted from Server to Service Culinary Assistant Manager in October 2014, and then to Culinary Manager one year later in October 2015, as a direct result of the demonstrated ability to build and lead high-performing teams, and exemplary customer service
- Hired, trained and provided professional development and guidance to restaurant staff, including front and back-end personnel, facilitating a strong culture of consistently quality service within the restaurant; acted in the role of Certified Server Trainer
- Managed operational and sales activities, including daily, weekly and monthly inventory budgeting and comparison of actual results against company-established goals; efforts led to restaurant location ranking as number one in the district at the end of fiscal year 2018
- Met and/or surpassed company goals for fiscal years 2018 and 2019; finished within the top 12% of the company (consisting of 1K+ restaurants) based on numbers for overall guest satisfaction, guest ratings of food, actual versus theoretical food cost, sales performance and profit earnings
- Managed employee performance, providing individualized daily and weekly feedback based upon guest surveys and district performance data
- Identified performance gaps and collaborated with management and team members to facilitate and implement appropriate and effective solutions; ensured consistency in training and production, leading to a positive consistency in results
- Maintained an optimal guest dining experience through prompt conflict and issue resolution regarding food service, leveraging effective and timely communication to the service team, culinary team and managers on duty
- Oversaw wait staff schedule and assigned server sections, ensuring equitable share of work; managed Front of House operations and POS Manager access
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
Bachelor of Science - Exercise Science
Towson University
Baltimore, MDSkills
- Logistics Management
- Operations Coordination
- Community Engagement
- Customer Service
- Strategic Planning
- Delta RES Tools – Axis/OmniPro
- Delta RES Tools -Nexidia/Calabrio
- Staff Scheduling
- Communication and Correspondence
- Resource Management
- Conflict Resolution
- Training and Development
- Sales and Marketing
- Microsoft Office Suite
- Key Performance Indicators
Additional Information
· Making over 2 million dollars in revenue in Reservation (Delta Air Line) within my first year of employment.
· Change Champion Leader, Co-sponsor on the Diversity, Equity & Inclusion Council, and consistent leader Time for Understanding Sessions
· Promoted to Brand Advisor (Lead Customer Experience Specialist) within a year, with Delta Air Line.
· Led a diversified transcontinental team in the implementation of a Participative Management Employee Involvement Program.
· Establish and monitor customer service and sales levels, identify areas of improvement for increased sales and provide solutions critical for satisfaction for high value customers.
· Nominated for Chairman's Club
· Side by Side Ambassador (meeting with executives from GO office)
Timeline
Team Lead (Customer Experience)
Delta Air Lines, Inc
05.2022 - Current
Community Engagement Coordinator
Meals on Wheels Atlanta
10.2021 - 03.2022
Lead Customer Service Advocate
Target
10.2019 - 05.2020
Manager of Operations
Olive Garden Restaurant
10.2015 - 05.2019
Bachelor of Science - Exercise Science
Towson University