MARLENA BLACKBURN
Ashburn,Virginia
Summary
Dynamic customer service professional with 25+ years of experience in hospitality and resource management. Recognized for attention to detail, enthusiasm, and a results-driven mindset. Passionate about optimizing efficiency, thinking outside the box, and driving innovation. Committed to ensuring customer satisfaction through exceptional service and unmatched support. Proficient in utilizing best practices and skilled at exploring diverse solutions to effectively address business needs.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
United Airlines
09.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving conflicts.
- On-the-job Trainer (OJT) assigned to new gate agents.
- Participated in ongoing training programs to enhance product knowledge and customer service skills.
- Increased efficiency and team productivity by being proactive and following Standard Operating Procedures set forth by United.
Substitute Teacher, K-12
Loudoun County Public Schools
09.2016 - 09.2023
- Implemented lesson plans assigned by classroom teacher to educate students about key concepts.
- Established and enforced rules for behavior and procedures to maintain order among students.
- Educated students in various subjects to provide seamless transition during absence of head teacher.
- Requested as substitute teacher based on excellent referrals and trusted performance.
- Committed to long-term roles, including 9 month assignments.
Director of Children and Families
Crossroads United
06.2009 - 01.2017
- Created and maintained safe and nurturing environment for children and families.
- Developed successful summer camp program with over 450 campers and 150 volunteers.
- Hired, trained and supervised 25 instructors and 250 volunteer staff to carry out program goals.
- Analyzed revenue and program cost data to determine budget priorities.
- Sourced, modified and prepared class curriculum for preschool through middle school.
Independent Human Resources Consultant
Guident
01.2006 - 01.2008
- Designed leadership development programs to maintain positive employee relations, which increased retention.
- Sourced, qualified and conducted screening interviews for job candidates over phone and in-person.
- Partnered with Managers to determine hiring needs and subsequently provide candidate recommendations.
- Maintained employment records, certifications and qualifications, using human resources management system software.
- Coordinated organizational charts, employee handbooks, training, and performance evaluations.
Education
Bachelor of Science in Business Administration - Marketing
David N. Myers University
Cleveland, Ohio12.2003
Skills
- Exceptional Customer Service
- Detail Oriented
- Problem Solver
- Active Listening
- Collaborative
- Critical Thinker
- Intuitive
- Forward Thinking
- Relationship Builder
- Service Standard Compliance
- Educator
- Excellent Verbal and Written Communication
Timeline
Customer Service Representative
United Airlines
09.2023 - Current
Substitute Teacher, K-12
Loudoun County Public Schools
09.2016 - 09.2023
Director of Children and Families
Crossroads United
06.2009 - 01.2017
Independent Human Resources Consultant
Guident
01.2006 - 01.2008
Bachelor of Science in Business Administration - Marketing
David N. Myers University
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