MAGDELINE GUZMAN
Customer Success Manager
New York,NY
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
4
4
Certifications
Work History
Field Service Manager
Delta Air Lines, Inc
Queens, NY
07.2023 - Current
- Build positive relationships with leaders and flight attendants to maintain engagement, commitment, and workforce flexibility.
- Lead performance-based management of a large team 150+ of flight attendants, ensuring success in key performance indicators like Safety, Reliability, Customer Satisfaction, coaching, and corrective action when necessary.
- Participate in leader flying programs to engage with both employees and customers, providing in-flight support to Flight Attendant teams.
- Partner with base support personnel, internal divisions, and external partners, including IFS Employee Involvement Group, to drive continuous operational and personal improvements.
- Serve as the primary support for Flight Attendants before, during, and after flight departure, providing guidance and acting as a liaison for base and divisional projects.
- Managed time-sensitive issues, proactively addressing operational needs and communication with the teams on critical matters.
- Serve as a role model of Delta's Rules of the Road and core values, embodying safety-conscious behaviors in all operational processes.
- Oversee quality assurance initiatives, including uniform compliance, performance evaluation, and ensuring a high level of customer satisfaction.
- Champion health, wellness, and safe work practices, ensuring adherence to safety protocols.
- Maintain consistent communication with flight attendants across remote locations to ensure alignment and address concerns.
Recruiter -Talent Acquisition for Inflight Service
Jetblue Airways Corp
Long Island City, New York
07.2022 - 07.2023
- Managed high-volume recruitment, screening, and interview process for 100+ internal and external candidates.
- Build and maintain relationships with over 10+ business leaders and hiring managers to support talent needs.
- Develop and implement talent pipelines of 2,000+ applicants, enhancing the speed and quality of hiring.
- Providing coaching and training to optimize recruitment processes, improving candidate experience and efficiency.
- Present recruitment metrics and strategic insights to stakeholders, driving a 70% improvement in hiring outcomes.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
- Negotiated competitive salary packages with candidates, resulting in successful offers and acceptances.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
Recruiter- Special Assignment
Jetblue Airways Corp
Queens, New York
03.2022 - 07.2022
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Coordinated schedules to arrange management interviews with applicants.
- Studied job descriptions and qualifications to determine applicant requirements.
- Operated and maintained applicant tracking and candidate management systems.
- Created engaging job postings that accurately reflected position requirements while showcasing company culture.
- Organized job fair events that attracted diverse talent pools, increasing the company's reach within local communities.
- Organized and attended job fairs and networking events, increasing visibility and candidate pipeline.
- Assisted in developing training materials for interns to support their growth within the company.
Inflight Supervisor
Jetblue Airways Corp
Queens, NY
05.2021 - 05.2022
- Led, coached, and supported in-flight crew members, ensuring high levels of engagement and performance.
- Managed professional growth and development of 300+ Flight Attendants by scheduling training and managing CBT schedules.
- Conducted pre-flight briefings to ensure all crew members were well-informed and prepared for each flight.
- Collaborated with the flight crew to develop strategies for improving overall in-flight service quality.
- Monitored cabin safety, adhering to federal regulations and company policies at all times.
- Evaluated team performance, providing constructive feedback to foster continuous improvement of the inflight experience.
Inflight Crewmember
Jetblue Airways Corp
Queens, New York
04.2019 - 05.2022
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from the management team.
- Promoted a positive work environment through effective communication and teamwork among staff members.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Resolved passenger conflicts and medical emergencies during flights.
- Ensured safety and comfort of customers onboard aircraft.
- Handled medical emergencies calmly and competently, following established protocols, while liaising with the cockpit crew as needed.
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
Community Engagement Specialist- Public Health Adv
NYC Health + Hospitals
Remote, Remote
09.2020 - 04.2022
- Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
- Performed record keeping by logging client information within secure contact-tracing software.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Reduced COVID-19 transmission by effectively identifying and contacting exposed individuals.
- Evaluated success of current contact tracing strategies through diligent record keeping, leading to improved processes over time.
- Supported data-driven decision making by maintaining up-to-date case information in centralized databases and providing timely reports to supervisors.
- Enhanced contact tracing efficiency by conducting thorough investigations and maintaining accurate records of COVID-19 cases.
- Offered basic guidance regarding testing and medical consultation for those exposed to people with COVID-19.
- Collected and recorded information in electronic medical records.
- Assisted public health departments in reducing virus transmission through diligent monitoring and follow-ups with infected individuals.
Human Resources Manager
D'leiny Snacks Distributions
Delaware, DE
01.2016 - 02.2018
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
- Monitored and handled employee claims involving performance-based and harassment incidents.
- Facilitated open communication channels between employees and management by conducting regular town hall meetings or roundtable discussions.
- Collaborated with executive leadership to align HR initiatives with overall business goals and objectives.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.
Loan Specialist
LendKey Technologies Inc.
New York, New York
10.2013 - 07.2015
- Collaborated with underwriters to ensure accurate evaluation of creditworthiness and risk assessment.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine the feasibility of granting loans.
- Explained very technical financial information to applicants in easy to understand language.
- Negotiated favorable terms for borrowers by effectively communicating their financial profiles to lenders.
- Educated clients on various lending products available, ensuring they made informed decisions about borrowing options.
- Improved loan application processing by streamlining documentation and verification procedures.
- Identified problem areas within loan portfolio, analyzed risks and suggested appropriate solutions.
Education
Bachelor of Arts - Psychology
Brooklyn College of The City University of New York
Brooklyn, NY 12.2016 - 12.2017
Skills
Workforce Management
ATS software
Talent Acquisition
Account Management
Computer Skills
Organizational Skills
Human Resources Management
Strategic Planning
Negotiation and Conflict Resolution
Customer Relations
Customer Relationship Management (CRM)
Technical Support
Certification
Talent Sourcing, LinkedIn Learning
Timeline
Field Service Manager
Delta Air Lines, Inc
07.2023 - Current
Recruiter -Talent Acquisition for Inflight Service
Jetblue Airways Corp
07.2022 - 07.2023
Recruiter- Special Assignment
Jetblue Airways Corp
03.2022 - 07.2022
Inflight Supervisor
Jetblue Airways Corp
05.2021 - 05.2022
Community Engagement Specialist- Public Health Adv
NYC Health + Hospitals
09.2020 - 04.2022
Inflight Crewmember
Jetblue Airways Corp
04.2019 - 05.2022
Bachelor of Arts - Psychology
Brooklyn College of The City University of New York
12.2016 - 12.2017
Human Resources Manager
D'leiny Snacks Distributions
01.2016 - 02.2018
Loan Specialist
LendKey Technologies Inc.
10.2013 - 07.2015
Talent Sourcing, LinkedIn Learning
Performance- Based Hiring, LinkedIn Learning
Talent Management, LinkedIn Learning
Negotiating Salary, LinkedIn Learning
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