SHAUNICE WALLACE PISKAC
Virginia Beach,Virginia
Summary
Customer-oriented General Manager with 6 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths. Determined Senior General Manager Interim with success boosting productivity and streamlining procedures for organizations. Focused on smoothly overseeing financial, personnel and operational facets. Expertly balanced targets with resources and optimized long-term success.
Overview
11
11
years of professional experience
Work History
Customer Service Interim General Manager
Piedmont Airlines
06.2022 - Current
- Complying with company goals, and customer expectations while overseeing daily operations
- Adhering to company goals, policies, procedures, and implementing strategies to maintain consistent compliance
- Harvard mentorship course qualification.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained, coached and mentored staff to support smooth adoption of new [Type] program.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
Customer Service General Manager
Piedmont Airlines
04.2021 - Current
- Excellent customer service to customers requiring assistance during their travel
- Delegated tasks in maintaining stability during strenuous work periods
- Monitored flight schedules during a 10 hours period to make sure that inbound and outbound flights are on schedule
- Push-back driver for both Regional and Mainline Aircrafts
- Crew Chief
- Worked with other supervisors to resolve problems, improve operations and provide exceptional customer service
- Developed team communications and information to assist with maintaining safe and successful operation
- Worked with Managers to understand requirements and provide exceptional customer service
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
- Monitored participant workflow and behaviors throughout work process
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Ramp Manager
Piedmont Airlines
02.2019 - 05.2021
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Monitored customer service operations to assess agent performance and provide feedback.
Customer Operations Ramp Supervisor
Piedmont Airlines
MANCHESTER
01.2009 - 01.2010
- Led projects and implementations of internal processes, methodologies and tools to improve business performance.
- Performed business analysis and provided guidance on best practices and various approaches.
- Trained new employees on proper protocols and customer service standards.
- Analyzed operational and financial data to identify business insights and opportunities for process improvement.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
Clinical Counselor
Christiana High School
01.2008 - 01.2009
- Offered individual outpatient therapy to adult clients with wide range of psychological problems.
- Collaborated with 27 person multidisciplinary treatment team to discuss treatment plans, progress and discharge decisions.
- Formulated comprehensive diagnosis and treatment plans to facilitate and optimize follow-up by social workers by conducting thorough clinical interviews.
- Consulted with and trained highly skilled mental health and medical staff.
- Treated various anxiety disorders, using exposure therapies such as in vivo, imaginal and virtual reality exposure.
Junior High School Teacher
ALBION PRIMARY, HIGH
MANCHESTER
01.2008 - 01.2009
- Offered guidance and advice to help cultivate self-esteem and community involvement.
- Communicated closely with other counselors to devise programs and activities based on developmental and academic levels.
- Identified risk and resiliency factors within individual youth, peer group, family, school and community and developed strategies for intervention
- Implemented programs of study to meet diverse needs, interests and abilities of students.
- Conducted parent-teacher conferences to communicate student progress and foster parental engagement, involvement and cooperation.
- Maintained safe and supportive learning environment to foster academic and creative development.
- Attended [Timeframe] faculty meetings to enhance teaching methods and build collaborative culture.
Projects Manager
MANCHESTER COMMUNITY PROJECT
01.2008 - 01.2009
- Identified plans and resources required to meet project goals and objectives.
- Managed projects from procurement to commission.
- Developed and initiated projects, managed costs, and monitored performance.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Modified and directed project plans to meet organizational needs.
Customer Service Assistant Ramp Supervisor
RAMP NEW HIRE
01.2007 - 01.2009
- Coached employees through day-to-day work and complex problems.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
NORTHERN CARIBBEAN UNIVERSITY
MANCHESTER
01.2007 - 01.2008
- Developed programs for the different areas of department
- Facilitated counseling sessions for problematic students
- Reported to the school committee on the programs developed and progress
- Assigned students of the various college voluntary programs at community schools to help students and teachers with problems
- Implemented an academic program that targeted students that needed tutoring in areas where they were failing or having problems
- Managed classroom sessions by helping other lecturers with marking papers, assisting classroom sessions and teaching when necessary.
Education
Bachelor of Science - Counseling
Northern Caribbean University
Bachelor of Science - Counseling
And Northern Caribbean University
BA - Education Social Studies
Northern Caribbean University
ASC - undefined
Family Life Education - undefined
Northern Caribbean University
Certification in peer Counseling Certification in field Counseling Certification in Family Life Education. - undefined
Masters Of Science - Mental Health Counseling
Manhattan University
08.2011
Skills
- Quality Production
- Department Oversight
- Employee Performance Evaluations
- Morale Improvements
- Corrective Actions
- Financial Statement Review
- Focus and Follow-Through
- Records Organization and Management
- Budget Development and Management
- Originality and Creativity
- Policy Development and Enforcement
- Operation Monitoring
- Inventory Management
Accomplishments
- Supervision - Supervised sales team to monitor sales activity and goal achievement.
- Business Development: - Spearheaded acquisition of two competitor and managed partner relationships on a daily basis. Developed new marketing strategy which increased customer base by 23%.
- Marketing - Implemented marketing strategies which resulted in 35% growth of customer base.
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
- Collaborated with team of 123 in the development of
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Affiliations
- Lions Club
- Association for Computing Machinery
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Interim General Manager
Piedmont Airlines
06.2022 - Current
Customer Service General Manager
Piedmont Airlines
04.2021 - Current
Customer Service Ramp Manager
Piedmont Airlines
02.2019 - 05.2021
Customer Operations Ramp Supervisor
Piedmont Airlines
01.2009 - 01.2010
Clinical Counselor
Christiana High School
01.2008 - 01.2009
Junior High School Teacher
ALBION PRIMARY, HIGH
01.2008 - 01.2009
Projects Manager
MANCHESTER COMMUNITY PROJECT
01.2008 - 01.2009
Customer Service Assistant Ramp Supervisor
RAMP NEW HIRE
01.2007 - 01.2009
NORTHERN CARIBBEAN UNIVERSITY
01.2007 - 01.2008
Bachelor of Science - Counseling
Northern Caribbean University
Bachelor of Science - Counseling
And Northern Caribbean University
BA - Education Social Studies
Northern Caribbean University
ASC - undefined
Family Life Education - undefined
Northern Caribbean University
Certification in peer Counseling Certification in field Counseling Certification in Family Life Education. - undefined
Masters Of Science - Mental Health Counseling
Manhattan University
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