Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Madison Hernandez

Chicago,IL

Summary

Results-driven professional with six years of experience in leading customer service teams and optimizing scheduling processes. Demonstrated ability to enhance operational efficiency and customer satisfaction through strategic planning and strong interpersonal skills. Proven success in reducing scheduling conflicts and improving team performance. Aiming to apply leadership expertise to elevate service standards and achieve key business metrics.

Overview

6
6
years of professional experience

Work History

Inflight Crew Scheduler

United Airlines
Arlington Heights, Illinois
03.2024 - Current
  • Provided support in training new schedulers on policies and procedures.
  • Analyzed and evaluated staffing needs according to airline regulations, customer demand, and operational requirements.
  • Ensure that all flights in our reliable Worldwide network are accurately staffed with inflight crew in support of Core4
  • Assign all open flying to qualified inflight crew members according to Federal Aviation Regulations, flight attendant contract, and company policies.
  • Act as a 24-hour communications center/point of contact for the flight attendant work group, providing round-the-clock support to inflight crew members regarding schedule and flight-related issues, delay notifications, assignment modifications, etc.
  • Supervise crew legalities, communicate changes, reassign flight attendants, and perform CMS transactions to ensure accurate crew pay and quality assurance.

E-Commerce Manager

Kroger
Spring, Texas
10.2022 - 03.2024
  • Oversaw daily operations of e-commerce platform ensuring smooth transaction processes.
  • Trained team members on e-commerce tools and best practices for customer service.
  • Performed quality assurance testing of all features before launch on production servers.
  • Managed the day-to-day operations of the e-commerce platform, including product management, website content updates and customer service.
  • Analyzed customer feedback and implemented strategies to improve the user experience of customers.
  • Conducted regular reviews of existing processes and policies associated with e-commerce activities.
  • Achieve or exceed weekly, period, annual sales, wage budgets, and other targeted goals, including customer satisfaction, leading to repeat sales.
  • Supervise and coach direct reports in the performance of their duties; complete performance reviews, and provide feedback to direct reports.
  • Interview, select, and hire candidates to staff the online shopping department.

E-Commerce Lead

Kroger
Spring, Texas
02.2022 - 10.2022
  • Analyzed customer feedback to improve online shopping experience.
  • Coordinated inventory management using e-commerce software tools.
  • Assisted in processing online orders and ensuring timely fulfillment.
  • Generated weekly and monthly performance metrics reports for senior management review.
  • Assist the store's e-commerce manager in managing the day-to-day operation of the store's e-commerce department.
  • Train all functions and duties of the selector and customer attendant roles.
  • Assist with scheduling to meet operational and associates' needs.
  • Maintain the intake of customer orders, and distribute and assign work to selectors and customer attendants.

E-Commerce Personal Shopper

Kroger
Spring, Texas
04.2021 - 01.2022
  • Selected and assembled customer orders efficiently for online grocery shopping.
  • Communicated with customers to clarify product preferences and substitutions.
  • Utilized inventory management systems to track stock levels and product availability.
  • Ensured accuracy in order fulfillment by double-checking selected items.
  • Maintained cleanliness and organization in shopping areas for optimal efficiency.
  • Collaborated with team members to streamline order picking processes.
  • Provided excellent customer service by promptly addressing inquiries or concerns.
  • Followed safety protocols while handling products and equipment during order preparation.
  • Processed online orders quickly and accurately.
  • Responded promptly to customer complaints or issues related to e-commerce transactions.
  • Satisfied customers with quick, accurate service under tight deadlines.

Lifeguard Manager

Ds Recreational Services
Spring, Texas
05.2019 - 06.2020
  • Supervised lifeguard staff to ensure safety and compliance with policies.
  • Conducted regular training sessions on emergency response and rescue techniques.
  • Monitored pool area for hazards, enforcing safety rules and regulations.
  • Responded promptly to emergencies, executing lifesaving techniques as needed.
  • Maintained accurate records of incidents, accidents, and safety inspections.
  • Implemented operational improvements to enhance team efficiency and service quality.
  • Monitored daily pool activities and lifeguard performance.
  • Oversaw equipment storage space by assigning cleaning and organizing duties.

Education

High School Diploma -

Grand Oaks High School
Spring, TX
05-2021

Skills

  • Knowledge of federal aviation regulations
  • Collaborative communication skills
  • Leadership in teams
  • Analytical problem solving
  • Training and development expertise
  • Deadline-driven approach
  • Strong communication skills
  • Proficient in Microsoft Excel
  • Familiarity with aviation software systems
  • Ability to multitask effectively
  • Staffing and resource analysis
  • Support for flight operations
  • Exceptional customer service

Accomplishments

  • Pool of Month through the year of 2019
  • Manager and Assistant Manager of the month through the year of 2019
  • Been awarded with “Promise Bucks” by Kroger Management for outstanding pick time 2020-2021
  • In stock of the Year award for store 137 2021-2022
  • 1st Place in the company Pickup Gridiron Contest
  • Bravos

References

References available upon request.

Timeline

Inflight Crew Scheduler

United Airlines
03.2024 - Current

E-Commerce Manager

Kroger
10.2022 - 03.2024

E-Commerce Lead

Kroger
02.2022 - 10.2022

E-Commerce Personal Shopper

Kroger
04.2021 - 01.2022

Lifeguard Manager

Ds Recreational Services
05.2019 - 06.2020

High School Diploma -

Grand Oaks High School

Similar Profiles

CREATE PROFILE