Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rene' Brooks

San Antonio,TX

Summary

Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Overview

1
1
Certification

Work History

Field Service Manager

Delta Air Lines
JFK/LaGuardia, New York
  • Inflight Services leadership and management foster trust and respect with team of flight attendants with a team assignment of 130 to 200 employees
  • Work to improve employee performance using performance management tools and available flexibility
  • Responsible for operational metrics
  • Build and support positive working relationships between base leaders and flight attendants to maintain workforce engagement, commitment, and flexibility
  • Responsible for the performance-based management of large teams of flight attendants on all KPIs such as safety, reliability customer satisfaction, finances, etc
  • Through actions including recognition, coaching, and verbal and written delivery of necessary corrective action when appropriate
  • Ensure safety awareness and compliance within DOT, FAA and TSA rules and guidelines
  • Promote health, wellness, safe work environment and safe work practices based on OSHA
  • Responsible for ensuring and addressing quality assurance issues (such as uniform compliance, overall performance, and customer satisfaction)
  • Partner with base support personnel, other divisions, and internal/external partners including IFS employee involvement groups to provide information, input and solutions for continuous improvements for base operational needs and personnel or administrative issues
  • Participates in leader flying program; includes on-board customer and employee engagement while supporting flight attendant crew
  • Proactively responds to and acts upon time sensitive matters and competing priorities requiring base communication, input and/or feedback.

Chaplain/ Employee Staff Chaplain

Christus Health System
San Antonio, Texas
  • Crisis intervention
  • Grief and bereavement counseling
  • Family support counseling
  • Staff counseling
  • Presurgical and postsurgical counseling.

Branch Chief

USAF HQ SVA SVT
JBSA Randolph, San Antonio
  • Planned, organized, and developed branch goals and objectives that integrate and support those of the Division and Directorate
  • Established, revised, & reviewed policies, barriers to mission accomplishment, promoted team building, identified, and implemented quality customer service improvement areas, and responded to concerns with regulatory compliance & customer requirements
  • Directed, coordinated, and planned work detail for staff of 160 personnel
  • Created, set, and adjusted short- term priorities, and prepared staff scheduling based on consideration of difficulty of requirements and assignments so that the experience, training, & abilities of the staff are effectively utilized to meet organizational and meet the customer’s needs
  • Led the design of training and development of educational resources for employees
  • Explained performance expectations to staff and provided regular feedback on strengths and weaknesses
  • Appraised performance of staff and recommended awards and promotions
  • Balanced workload and provided overall direction and vision to the staff on a wide range of Sustainment goals for both internal and external customers, as well as meet all personnel training requirements
  • Reviewed work of staff and held accountable for actions taken and advice provided by staff to customers and new employees in training
  • Collected and analyzed balance scorecard data to identify trends
  • Effectively used the analysis of monthly customer surveys, class critiques, and Balanced Score Card (BSC) metrics to proactively lead the branch in objectively measuring their effectiveness
  • Supervised the resolution team on manual tracking the elevation & closing on over 1500+ daily emails, incoming phone calls and in-person conversations with customers globally throughout all of MAJCOM, worldwide bases, and our internal Customer Service Shared Service Center
  • Accomplished Metric tracking for internal staff meeting discussions
  • Participated in and supporting Agency wide initiatives led by senior military leadership to include operation briefings delivered to MAJCOMs and Board of Advisors.

Technical Writer/Training and Development Manager

Offise Solutions Inc.
Alexandria, Virginia
  • Participated on an IT and technical development team that conducted usability studies to help develop and improve the design and training delivery of infrastructure products specifically contracted for government agencies
  • Assisted in the evaluation, updating and enhancement of technical system manuals and application user documentation
  • Interviewed contract product web designers and engineers necessary to obtain and interpret data and specifications
  • Collected, researched, and prepared information required for the preparation of technical publication via installation guides, user manuals, technical guides, and classroom delivery
  • Organized and scheduled training events, prepared training materials, and scheduled classroom usage
  • Prepared the manual outline of contents, organization of documents and written text
  • Edited documents for appropriate grammar and format, to include online test
  • Translated, communicated, and produced highly technical information for technical and non-technical users in written application form
  • Created training materials for both print and electronic publication use
  • Delivered Technical training courses to government end-users, working with various corporate levels
  • Developed PowerPoint Presentations and a student guide to support instructor notes
  • Enhanced online documentation for sensitive help
  • Researched, planned, and edited technical materials and oversaw the preparation of illustrations, photographs, diagrams, and charts
  • Ensured documents met US Government policy guideline requirements.

Human Resource Employment Specialist

West Corporation
Universal City, Texas
  • Identify employment needs and draft job postings for open positions
  • Screen job applicants and conduct interviews to identify the best candidates for job openings
  • Conduct onboarding activities that may include training, paperwork and setting up benefits
  • Help employees understand company policies, benefits and compensation packages
  • Maintain employment records and other paperwork pertaining to employee relations.

Education

Master of Legal Studies -

Wayland Baptist University
03.2024

Bachelors - Sociological Studies

Wayland Baptist University
12.2022

Skills

  • Supervisory, Management and Branch Chief, Supervisory / 7 years’ experience
  • Customer Service/ Customer Service Training and Customer Service Management/ 10 years’ experience
  • Human Resources Principles, Practices, and Standards/7 years’ experience
  • Recruitment and Selection, Job Placement, Talent Management / 7years’ experience
  • On-boarding, new hire, Orientation, Coaching, and Retention /7 years’ experience
  • Training and Development of Staff /7years’ experience
  • Organizational, Project and Program Development / 7years’ experience
  • Corrective Action, Employee Relations, Maintain Employee Records and Documentation /5years’ experience
  • Certified computer skills in MS Word, PowerPoint, and Excel / 12 years’ experience
  • Strong knowledge of virtual media platforms (ie, ZOOM, Teams)
  • Strong analytical and problem-solving skills
  • Extensive planning, organizational skills with strong ability in attention to detail in fast pace environment
  • Excellent skills as a team member and team leader, and motivated self-starter and quick learner
  • Ability to maintain accuracy and organization in stressful and emergency situations to meet deadlines
  • Highly professional and excellent communication skills on all levels of agency/organization
  • Excellent ability to manage a large and diverse team of employees
  • Strong ability in developing and motivating employee potentials and career goals
  • Excellent business judgement, leadership, and decision-making skills
  • Service Operations Management
  • Staff Management
  • Employee Development
  • Human Resources Management
  • Staff Development
  • Teamwork and Collaboration
  • Team Development
  • Hiring and Training
  • Team Leadership
  • Training and Development
  • Employee Coaching and Mentoring
  • Negotiation and Conflict Resolution
  • Performance Tracking and Evaluation
  • Strategic Planning
  • Negotiation

Certification

postsurgical
  • Corporate Training Certification by the American Society for Training & Development (ASTD)
  • Human Resource Generalist Certification - San Antonio College, San Antonio, TX, June 2001
  • Current Certification in DOT FAA TSA (March 2023)
  • Current certification in Test Out Pro for Microsoft Word, PowerPoint & Excel, Wayland Baptist University, San Antonio, Texas, July 2022
  • Lay Ministry Institute Certification (LMI) - Oblate School of Theology, San Antonio, TX, May 2016
  • Chaplain Certification in Clinical Pastoral Education (CPE), Baptist Health Systems, San Antonio, Texas, May 2006
  • Recipient of Diamond Award for Diversity, San Antonio, Texas
  • Offise Solutions team member recipient of Information Technology Innovator by Government Computer News Magazine, May 2006

Timeline

Field Service Manager

Delta Air Lines

Chaplain/ Employee Staff Chaplain

Christus Health System

Branch Chief

USAF HQ SVA SVT

Technical Writer/Training and Development Manager

Offise Solutions Inc.

Human Resource Employment Specialist

West Corporation

Master of Legal Studies -

Wayland Baptist University

Bachelors - Sociological Studies

Wayland Baptist University

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Rene' Brooks