Sherese Greene
Huntsville,AL
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Quality Assurance, Records, and Information Management Specialist
Bastion Technologies
Huntsville, AL
08.2019 - Current
- Manage incoming data for the Records Management program while integrating records management processes for daily work activity
- Assist with records checkout and with change request process for controlled documents in an electronic documentation management system
- Maintain the records management system for tracking quality assurance resource information
- Generate reports to support management decision making
- Coordinate for data entry and guidance to Quality Records Center support staff
- Verify the accuracy of data entered
- Provides support to Center Management and Operations Quality Records
- Analyze, develop and periodically implement system changes in order to satisfy changing quality information requirements used for determination of final acceptance of Marshall Space Flight Center program hardware
- Maintain logs, records, operating manuals, and perform a variety of duties relating to the development, operation, and maintenance of electronic databases and the analysis of quality assurance technical and program data contained in those databases; Duties include the definition of data systems requirement and development of functional requirements for application and operational software activities associated with Marshall Space Flight Center programs
- Records all work processed & changes to operating methods and system production options
- Interpret and apply pertinent regulations governing written and electronic records maintenance, retention and retrieval upon demand to support physical configuration audits, engineering requirements verification closure activities, and project and management status review
- Performs Acceptance Reviews, Pre-ship Reviews, Flight Readiness Reviews, and Failure Investigations
- Research and analyze data, issues, and information that support work assignments
- Perform assigned duties in a manner consistent with the NASA safety policies
- Report safety hazards, potentially hazardous situations, and close calls to the supervisor
- Assist the supervisor in identifying and eliminating unsafe conditions
- Apply quality control systems and quality assurance methods to determine risks and compliance standards for work and implement associated risk mitigation actions
- Ensure work meets NASA quality requirements
- Ensure records space is available in SharePoint QRC database
- Troubleshoot and provide assistance, and guidance regarding part tag changes, submitting Discrepancy reports, keeping test procedures scanned and uploaded
- Assist with enhancements of SharePoint online library as well as the As-Built Configuration Status System
- Complete digital documentation conversion of all files dating back decades
- Operate & maintain data management systems for the storage & quality data retrieval used to determine final acceptance of MSFC program hardware, including ABCSS
- Perform records management tasks such as filing, scanning, and archiving
- Assist with the on-site document storage process for archiving and retrieving documentation.
Senior Customer Service Analyst
Piedmont Airlines
Huntsville, AL
08.2019 - 10.2023
- Delivered a personal experience for customers as they prepared for worry-free travel
- Maintained the company goals engaging with customers
- Performed computerized passenger boarding while assisting customers with special needs, changing flight itineraries and seat assignments as needed
- Collaborated effectively as a cohesive unit
- Provided excellent customer service to 100% of customers while meeting corporate objectives
- Dealt with weight capacities of up to 70 pounds
- Provided advanced knowledge of airport operations and protocols
- Proactively completed all training requirements
- Provided effective communication between airlines and customers
- Organized, prioritized and multi tasked daily.
Senior Customer Support Manager
Piedmont Airlines
Charlotte, NC
07.2017 - 08.2019
- Directed, led, and managed a diverse group of employees
- Provided insight in the development of employee contingency plans
- Assisted with local labor relations, operations efficiencies, maintenance, facilities, safety and security
- Coached and provided career development to staff
- Coordinated schedules to ensure shifts were appropriately staffed
- Ensured equipment was maintained, and available for immediate use
- Demonstrated expertise in implementing effective internal control processes for accountable items
- Excelled in leadership while coordinating Staffing for 500+ Employees to cover operations ensuring equipment issues were reported and resolved
- Communicated anticipated operational challenges to frontline team members
- Created innovative ways to improve production and work processes; increasing the quality of work as well as team building
- Provided leadership skills and management techniques for planning, scheduling, and coordinating work operations
- Resolved escalated customer complaints and inquiries by listening attentively and addressing their concerns effectively.
- Composed effective disciplinary measures, warnings and reprimands, and recommended other actions in more serious cases
- Mentored managers in training and development
- Trained and supervised staff members
- Maintained operational readiness
- Maintained continued professional development
- Reviewed and maintained internal control documents
- Maintained a high level of confidentiality
- Provided assistance for the administration team
- Worked efficiently with accuracy and met demanding timelines
- Developed strategies to help resolve contentious situations between team members
Lead Customer Support Supervisor
Piedmont Airlines
Huntsville, AL
05.2016 - 07.2017
- Managed a staff of 50+ employees with varied duties
- Executed administrative duties, including daily/weekly/monthly reports
- Maximized operational performance by adjusting to changes in operational conditions and proactively solving problems
- Defused conflicts among team members
- Supervised, directed and monitored personnel in the completion of their duties; adjusting as necessary to ensure on-time performance and quality customer service
- Provided support when employee absence affected the operation
- Provided necessary tools to team for enhancing the process and productivity.
- Implemented and enforced Transportation Security Administration, Federal Aviation Administration, and Aircraft Operator Standard Security Program policies and procedures
- Guided and parked aircraft
- Worked well with all levels of management and support staff
- Guided team members in their professional growth
- Corrected non-compliant behavior and imposed disciplinary action as required
- Understood corporate culture, policies and goals and took measures to implement them into daily routine
- Managed operational activities in accordance with established policies and procedures
- Supported American Airlines audits
Customer Support Team Member & Union Steward
Piedmont Airlines
Huntsville, AL
02.2002 - 05.2016
- Assisted passengers in boarding and disembarking flights
- Monitored computerized passenger boarding
- Interacted with customers while ticketing, handling baggage, and providing gate servicing for domestic and international itineraries
- Operated jetbridges / jetways and other motorized service vehicles and equipment, maintained printers/ kiosks and stocked inventory
- Demonstrated efficiency and professionalism in promptly assisting customers with rescheduling their interrupted itineraries
- Worked irregular shifts
- Ensured on-time departures by verifying passenger identities and travel documents
- Applied knowledge of computer applications and programs
- Met company goals and customer expectations in a high energy environment
- Met physical requirements of frequent stooping, bending, kneeling, walking, standing, reaching, lifting, & climbing up and down stairs
- Handled items up to 50 pounds
- Provided customer communication in person, over the phone and in written form
- Provided customer service of utmost quality to customers with special requirements
- Ensured the safety and protection of Unaccompanied Minors: providing early boarding to allow extra time to get settled and meet the flight attendants, allowed them access to kids-only lounges in our hub cities for flight connections, escorted child(ren) to the gate for flight connections and verified the authorization of the adult picking them up at final destination
- Changed customers flight itineraries and seat assignments as required
- Successfully completed training courses
- Created flight reservations, answered and received calls, worked with money and processed vouchers
- Mediated and negotiated with employees and management as a Union Steward, representing departments, shifts, and work sites
- Monitored collective-bargaining agreements
- Advised employees on contract provisions
- Took action with employers over safety issues
- Represented employees in grievance proceedings
Education
Skills
- Ability to manage multiple concurrent deadlines
- Timely Task Management
- Proficient in Organization
- Ability to delegate tasks to manage workload
- Conflict resolution
- Proficient Verbal and Written Skills
- Self-Directed Initiative
- Hazmat & Safety Compliance
- Aviation Operations Oversight
- Quality Assurance Expertise
- Government Policy Adherence
- Skilled Heavy Equipment Operator
- Policy & Procedure Compliance
- Effective Communication
Certification
- Mobilizing Alabama Pathways in Manufacturing- May 2024
- Alabama Career Essentials - Alabama Certified Employee- May 2024
- SHE 413 - Certification Training for Electrostatic Discharge Control - NASA - February 2024
- Linux - December 2018
- MTA Mobility & Device Fundamentals Certification - September 2018
Training
- Elevated Privileges on NASA Information Systems- NASA - October 2023
- Basic Six Sigma Statistics - NASA - June 2020
- Appel - Communicating Technical Issues - NASA - May 2020
- Appel - Introduction to Project Management - NASA - May 2020
- System for Administration, Training, & Educational Resources - NASA - Step 1 - December 2019
- Leadership II - American Airlines - May 2019
- Leadership I - American Airlines - November 2017
Volunteer Experience
- Bridge Builders Church International, Decatur, AL, Media Ministry Volunteer, 2009 - Present; Enabling that the church's message reaches a broader audience beyond regular service times by distributing content over various social media and live stream platforms
- Downtown Rescue Mission, Huntsville, AL, Volunteer, 2021 - Present; Distributes Turkey boxes to families in need during the holidays
Computer Software
- Microsoft Office Suite: Expert in Microsoft Teams, Word, Excel, PowerPoint, Outlook, and OneDrive use on a daily basis since Jan 2012
- SharePoint: Specialist with storing, organizing, sharing and accessing information daily since August 2019
- SABRE: Master in pricing, booking, & ticketing travel since February 2002
- ABCSS: Highly Proficient in entering part tags and IAR's since August 2019
- QIK: Expert working with this android overlapping airlines reservation system since August 2007
- NetTracer: Expert in baggage resolution, tracking, lost items returns & claims processing since 2013
- Shares: Highly trained in this reservation system since August 2007
Timeline
Quality Assurance, Records, and Information Management Specialist
Bastion Technologies
08.2019 - Current
Senior Customer Service Analyst
Piedmont Airlines
08.2019 - 10.2023
Senior Customer Support Manager
Piedmont Airlines
07.2017 - 08.2019
Lead Customer Support Supervisor
Piedmont Airlines
05.2016 - 07.2017
Customer Support Team Member & Union Steward
Piedmont Airlines
02.2002 - 05.2016
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