Salote Maimoa Kihefa Ma'ake
Mesa,AZ
Summary
Professional with strong background in customer relations, skilled in communication, problem-solving, and conflict resolution. Known for collaborative approach and consistent achievement of results. Adaptable to changing needs, ensuring seamless service delivery. Proficient in CRM systems and ATS systems, active listening, and building positive client relationships.
Overview
23
23
years of professional experience
Work History
Customer Relations Representative
American Airlines
07.2014 - 03.2024
- Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Reduced response time by implementing efficient processes for handling customer requests and concerns.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Logged call information and solutions provided into internal database.
- Streamlined communication channels for improved customer relationships and increased loyalty.
- Handled high-pressure situations calmly, ensuring positive outcomes for both the client and the business.
- Collaborated with cross-functional teams to develop new strategies for enhancing the customer experience.
- Utilized CRM systems proficiently managing key account information, tracking customer interactions, and providing valuable insights for future strategic planning.
- Exceeded performance targets with consistent delivery of high-quality service to clients.
Recruiting Manager, Recruiter, Coordinator
US Airways and America West Airlines
09.2001 - 07.2014
- Reached hiring goals consistently through effective collaboration with hiring managers and clear communication of requirements.
- Reviewed resumes and employment applications and interviewed applicants to evaluate work history and other qualifications.
- Measured and reported on recruitment metrics to track successes and failures of recruitment efforts and identify areas for improvement.
- Managed applicant tracking systems to keep recruitment processes organized with front line positions to Executive positions.
- Developed strong candidate pipelines by leveraging social media, job boards, and networking events.
- Streamlined recruiting processes for entire team.
- Negotiated job offers to attract top talent and keep organization competitive in job market.
- Managed recruitment team and trained and mentored new advisors.
- Collaborated cross-functionally with HR teams to align recruitment efforts with overall organizational goals and objectives.
- Established and maintained contacts with schools, employment agencies and other public organizations to find and attract applicants.
- Established structured interview processes that yielded higher-quality hires while minimizing bias in candidate evaluations.
- Optimized applicant tracking system to streamline recruitment workflow, resulting in improved productivity levels.
- Scheduled and conducted 75 interviews each week.
Education
High School Diploma -
Mesa High School
Mesa, Arizona05.1988
No Degree - Business Management
Mesa Community College
Mesa, ArizonaSkills
- Promotional support
- Risk management
- Customer service
- Problem-solving
- Recruitment advertising
- LinkedIn recruiting
- Onboarding process management
- Competency-based interviewing
- Team management
- Recruitment process outsourcing
- Candidate screening
- Recruiting and sourcing
Timeline
Customer Relations Representative
American Airlines
07.2014 - 03.2024
Recruiting Manager, Recruiter, Coordinator
US Airways and America West Airlines
09.2001 - 07.2014
High School Diploma -
Mesa High School
No Degree - Business Management
Mesa Community College
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