Mariam Ismail
Miami,USA
Summary
Dynamic and results-driven leader with diverse experience, and a proven track record of driving growth in high-profile, world-class organizations. Recognized for innovative leadership, mentorship, and the ability to develop creative solutions that enhance operational performance, drive profitability, and elevate customer satisfaction, overseeing operations for a world-class airline. Demonstrated success managing 24/7 operations in two of the busiest hubs, while achieving industry-leading results in employee return-to-work outcomes, and minimizing lost time incidents.
Overview
24
24
years of professional experience
Work History
Regional Workforce Administration Manager & Sr. Manager, Return to Work
American Airlines
Miami, FL
03.2018 - Current
- Directed cross-functional HR operations including payroll, staffing, benefits, and resource planning, achieving a 25% reduction in payroll errors and a 10% decrease in operational costs through strategic process improvements.
- Led and developed a high-performing team of 10+ managers, fostering accountability and continuous improvement across all HR functions.
- Spearheaded recruitment, onboarding, and performance management initiatives, reducing turnover by 15% and enhancing employee lifecycle outcomes.
- Partnered with labor unions and regulatory bodies to manage negotiations, grievances, and compliance, resulting in a 20% reduction in disputes and stronger employee relations.
- Advised senior leadership with actionable workforce analytics to improve engagement, efficiency, and strategic planning.
- Oversaw return-to-work programs and conducted investigations related to IOD and FMLA, reducing lost time by 30% and improving reintegration success.
- Managed regional HR budgeting and financial planning, ensuring alignment with corporate objectives and fiscal discipline.
Lost Time and Manning Manager
American Airlines
Miami, FL
04.2015 - 03.2018
- Oversaw compliance with company, local, state, and federal time-off policies, ensuring adherence to all labor laws and internal procedures.
- Directed the administration of Attendance Control Policies (ACP), successfully managing employee attendance issues and reducing absenteeism by 20%.
- Managed time and attendance reporting, addressing payroll discrepancies and developing corrective measures that improved the accuracy of payroll processing.
- Conducted data analysis of lost-time incidents and initiated corrective actions that led to a 25% reduction in injury-related incidents.
- Provided leadership in conflict resolution and disciplinary actions, ensuring fairness and compliance with company policies.
Service Delivery Manager
Virgin Atlantic Airways
New York, NY
06.2010 - 09.2014
- Managed a team of 70 agents and 8 supervisors to ensure the efficient and safe operation of airport services, driving a 15% increase in customer satisfaction scores.
- Collaborated with senior leadership to implement strategic plans that improved operational efficiency, on-time performance, and service quality.
- Led vendor negotiations and managed subcontractor relationships, achieving a 10% reduction in service costs.
- Implemented training programs that enhanced staff performance and reduced service disruptions by 25%.
- Enhanced employee morale and retention through targeted leadership initiatives and team development programs.
Product Line Representative
TD Bank
Mahwah, New Jersey
06.2008 - 06.2010
- Delivered exceptional bilingual customer service, consistently exceeding sales targets and increasing revenue by 20%.
- Conducted training programs to ensure regulatory compliance, improving customer satisfaction and reducing operational errors.
- Enhanced team performance and efficiency through continuous coaching and mentorship, achieving top-tier customer service ratings.
Duty Manager JFK
Etihad Airways
New York, NY
09.2006 - 04.2008
- Led operational management, overseeing check-in, safety, security, and service recovery for daily airline operations at JFK.
- Built and maintained strong relationships with airline representatives, airport authorities, and suppliers, streamlining operational processes.
- Implemented customer service recovery strategies, reducing service disruptions and enhancing customer loyalty.
NYC Station Manager
USA 3000 Airline
Newark, NY
11.2001 - 09.2006
- Directed 24-hour airline operations across two major airports, ensuring compliance with FAA, TSA, IATA, and international regulations.
- Managed a team of six supervisors and one manager, leading training and performance initiatives that resulted in improved operational safety and on-time performance.
- Developed and delivered training programs for team members, earning certifications as a Certified Customer Service Instructor and Certified Ground Security Coordinator.
- Played a pivotal role in resolving customer complaints, improving the overall customer experience.
Education
Bachelor of Science - Business Management (HR Certification)
University of Phoenix
01.2020
Associate of Science - Business Management
University of Phoenix
01.2010
Skills
- Human resources management
- Employee engagement and relations
- Performance improvement strategies
- Union negotiations and labor relations
- Conflict resolution and grievance handling
- Contract compliance and analytics
- Data analysis and trend identification
- Strategic planning and optimization
Timeline
Regional Workforce Administration Manager & Sr. Manager, Return to Work
American Airlines
03.2018 - Current
Lost Time and Manning Manager
American Airlines
04.2015 - 03.2018
Service Delivery Manager
Virgin Atlantic Airways
06.2010 - 09.2014
Product Line Representative
TD Bank
06.2008 - 06.2010
Duty Manager JFK
Etihad Airways
09.2006 - 04.2008
NYC Station Manager
USA 3000 Airline
11.2001 - 09.2006
Bachelor of Science - Business Management (HR Certification)
University of Phoenix
Associate of Science - Business Management
University of Phoenix