Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Susanne Biddle Shaw

Shreveport,La.

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level English Teaching position. Determined and Experienced in mentoring and teaching colleagues, ensuring they are educated and taught the correct procedures to make sure the job is done correctly and efficiently.


I am currently enrolled in the Premier TEFL 180 Hour Course.

Overview

34
34
years of professional experience

Work History

Anti-Drug & Alcohol Program Manager (Designated Employer Representative)

Metro Aviation
02.2017 - Current
  • In February 2017 I accepted the opportunity of managing Metro’s FAA/DOT mandated Anti-Drug and Alcohol Program, which contains around 1000 employees, as well as the non-DOT program which includes over 125 additional employees. I have been audited by FAA Inspectors 3 times, all three inspections had zero findings, which the FAA said is very rare.
  • It is my responsibility to make sure each employee has a negative pre-employment drug screen before beginning employment, and to see that each employee is included in the random drug testing program.
  • I audit paperwork to ensure the accuracy of all records, send Affidavits of Correction to clinics who have made errors on paperwork, schedule all persons for their drug screens, and make sure all employees are notified of the drug screen in a manner that complies with FAA/DOT regulations.
  • In the case of an accident, I determine when a Post-Accident drug/alcohol test should be given based on FAA regulation, as well as make determinations on when it is necessary to administer Reasonable Cause/Suspicion drug and alcohol tests.
  • Ensure all federal regulations are complied with in the day-to-day operations of the Drug and Alcohol program, which includes preparing and submitting the annual “MIS” report to the FAA and working with FAA representatives and auditors for periodic reviews of all drug and alcohol records.
  • Championed best practices in project management, fostering a culture of continuous improvement.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Demonstrated strong writing and presentation skills to develop briefs and memorandums.
  • Trained colleagues in FAA/DOT regulation.
  • Performed pre-employment background checks for all new hires.
  • Improved program efficiency by streamlining processes and implementing time-saving solutions.

Assistant Manager of Aircraft Records

Metro Aviation
11.2015 - 02.2017
  • Upon promotion to Assistant Manager, I became responsible for assisting the department manager with the day-to-day operations and management of the employees in the Records Department.
  • Responsible for “aircraft conformities” when a new aircraft was added to Metro Aviation’s fleet. This required a very thorough and accurate audit of the aircraft records to determine what parts were on the aircraft, the flight/calendar times of these parts. It was also necessary to have a good working knowledge of the aircraft manufacturer’s maintenance manual and the FAA approved Inspection Program in order to determine applicable inspections and operating limits of parts and components in order to ensure airworthiness of the aircraft.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Supervised day-to-day operations to meet performance and quality expectations.

Aircraft Records Quality Assurance

Metro Aviation
10.2013 - 11.2015
  • This position entailed in-depth auditing of records to ensure accuracy of information, as well as the airworthiness of fleet aircraft. Detail is very important, as anything that is incorrect can result in large fines from the FAA and a potentially unsafe aircraft. There were zero overflights while I held this position.
  • Each item appearing on the aircraft’s status sheet was checked to make sure the serial number, part number, installation time, and total flight time were recorded correctly so that unsafe situations, such as overflights, did not occur.
  • Created and maintained compliant work environment.
  • Kept informed regarding pending industry changes, trends or best practices.
  • I updated necessary information on the aircraft status sheets when the manufacturer released a new aircraft maintenance manual.
  • Enhanced aircraft record accuracy by conducting thorough audits and reviewing maintenance documentation.
  • Trained new hires in company procedures and best practices related to aircraft record-keeping, contributing to a knowledgeable workforce that consistently meets performance expectations.
  • In addition to auditing, I was also tasked with determining applicability of FAA mandated aircraft inspections, and notifying field personnel of inspections that were required.

Aircraft Records Dept.

Metro Aviation
07.2011 - 10.2013
  • As a member of the Records Department team, I was responsible for auditing aircraft flight logs and accurately recording major component changes that occurred on both the airframe and the power plant to ensure full compliance with both the FAA and Metro Aviation guidelines.
  • Accuracy was imperative as mistakes could create overflights and potentially unsafe aircraft, as well as hefty FAA fines.
  • Additional duties included training and mentoring new employees, accurate filing, and corresponding with pilots/mechanics in the field.
  • Ensured compliance with regulatory standards by maintaining up-to-date knowledge of industry requirements and FAA regulations.
  • Reduced discrepancies in aircraft records, identifying errors and coordinating with maintenance teams to ensure timely corrections.
  • Improved overall safety and reliability of aircraft fleet through meticulous management of maintenance records.

Account Manager

ArcMail Technology
07.2007 - 07.2011
  • My duties included cold-calling customers to generate interest in our product
  • Follow up and maintain contact with potential clients to educate them about our product, and lend support to resellers in closing the sale
  • Scheduled web demonstrations with our technical support division to further educate clients and resellers.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.


Sales Representative

CenturyTel Call Center
02.2007 - 07.2007
  • While answering inbound calls in a call-center environment, my duties included establishing new service, problem resolution, and sales
  • Accuracy was imperative
  • Orders entered incorrectly would be rejected and would result in the customer not getting the services they ordered in the timeframe promised
  • My accuracy was 100%, with zero orders rejected.
  • I maintained high integrity in a competitive sales environment.

Outside Sales Representative

French Market Foods
09.2005 - 01.2007
  • I was responsible for traveling to stores in surrounding cities to sell product and establish new business.
  • Ordered product and ensured that shelves were full, neat, and properly rotated.
  • Generated ideas that would increase sales, and introduced new products into the customer's product line-up.
  • Prepared and sampled the food products to stimulate sales and win new customers.
  • Increased territory sales by building strong relationships with key clients and identifying new business opportunities.
  • Established rapport with potential customers through cold calling and presenting product offerings tailored to their needs.

Personal Banker

Hibernia National Bank (Capital One)
12.2003 - 09.2005
  • I was responsible for opening new accounts (checking, savings, IRA, CD's, safe deposit box), closing accounts, organizing and executing teller audits, vault audits, ATM audits, safety deposit box audits, alarm audits, as well as approving over-limit transactions for tellers.
  • Entrusted to keep the Automatic Teller Machine stocked with sufficient currency for customers to withdraw funds from their accounts, and counting cash to make sure the ATM balanced
  • Enhanced client retention with proactive follow-ups and timely resolution of account issues.
  • Boosted sales of bank products through effective cross-selling and up-selling techniques.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Provided ongoing mentorship to junior bankers, building their skills in sales techniques and customer relations management.
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
  • Backed up teller team by handling needs of new and existing customers at main counter.
  • Verified customer identity and reviewed documentation for accuracy.

Insurance Agent

State Farm: Gatson Agency; Allstate: Bush Agency
03.2001 - 06.2002
  • I was required to obtain and maintain licenses to sell Life & Health as well as Property & Casualty Insurance.
  • Passed Property and Casualty licensing exam on the first try (44% first time pass rate in Louisiana).
  • Passed Life and Health licensing exam on the first try (60% first time pass rate in Louisiana).
  • My daily duties included giving quotes, writing new policies, making policy changes, reconciling bank statements, and making bank deposits.
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.

Branch/Operations Supervisor

Regions Bank
07.1997 - 03.2001
  • My responsibilities included: opening/closing the branch, supervising employees, training new employees, maintaining cash drawers/vault, and opening/closing various accounts including checking, savings, IRA’s, and CD’s
  • Chosen as a member of the conversion team when Minden Bank and Regions merged in 2000. I assisted in training the employees in this location until they were familiar with the policies and procedures under the new corporation.
  • Managed daily branch operations, ensuring smooth functioning and adherence to company policies.
  • Mentored junior team members, fostering a culture of continuous learning and professional development.
  • Conducted periodic audits to ensure compliance with regulatory requirements and internal guidelines.
  • Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
  • Ensured optimal staffing levels by managing schedules, vacations, and time-off requests of branch employees.
  • Handled escalated customer issues, providing satisfactory resolutions while maintaining professionalism at all times.
  • Oversaw employee training programs, ensuring staff were well-equipped with necessary skills to perform their job duties effectively.
  • Contributed towards creating a positive work environment by encouraging open communication among team members, resolving conflicts promptly, and celebrating shared successes together as a unit.

Senior Member Service Representative

Credit Union Service Centers
08.1994 - 08.1994
  • My duties included: opening /closing the branch, maintaining the main cash vault, and ensuring branch cash totals balanced daily
  • I also produced work schedules for employees and trained new-hires until they were able to perform proficiently
  • I assumed management responsibilities in absence of the Manager.

Bank Teller

Premier Bank
08.1994 - 08.1994
  • At an entry level position, I gained knowledge of the banking industry which included: Balancing cash drawer/vault daily, paying and receiving, and maintaining my own supply of cash in the isolated drive-thru.
  • Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
  • Streamlined teller operations for better workflow by implementing time-management strategies.
  • Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
  • Provided exceptional customer service, resulting in increased client retention and loyalty.
  • Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.

Bakery Manager

Brookshire’s
10.1989 - 08.1993
  • I started at Brookshire’s as a cashier, and was ultimately promoted to Bakery Manager, becoming the youngest person ever entrusted with that position.
  • Trained and supervised all bakery employees.
  • Enhanced bakery productivity by streamlining workflow and implementing efficient processes.
  • Handled staff scheduling, ensuring adequate coverage during peak times while minimizing labor costs.
  • Maintained a clean and safe work environment by enforcing strict adherence to food safety guidelines and regulations.
  • Collaborated with other department managers to develop cross-promotional strategies that boosted overall store revenue.
  • Introduced new display techniques that showcased products effectively, increasing visual appeal and driving sales growth.
  • Trained new bakery staff on company policies and POS system use to maximize job satisfaction, expertise, and team performance.

Education

High School Diploma -

Caddo Parish Magnet High School
1989

Skills

  • Auditing
  • Training/Teaching New Hires
  • Quick and Efficient with Ability to Maintain Accuracy
  • Supervision
  • Quality Assurance
  • Organization
  • Customer Service
  • Account Management
  • Reliability/ Honesty
  • Professionalism/Ability to Remain Calm
  • Adaptability
  • Integrity

References

Available upon Request

Timeline

Anti-Drug & Alcohol Program Manager (Designated Employer Representative)

Metro Aviation
02.2017 - Current

Assistant Manager of Aircraft Records

Metro Aviation
11.2015 - 02.2017

Aircraft Records Quality Assurance

Metro Aviation
10.2013 - 11.2015

Aircraft Records Dept.

Metro Aviation
07.2011 - 10.2013

Account Manager

ArcMail Technology
07.2007 - 07.2011

Sales Representative

CenturyTel Call Center
02.2007 - 07.2007

Outside Sales Representative

French Market Foods
09.2005 - 01.2007

Personal Banker

Hibernia National Bank (Capital One)
12.2003 - 09.2005

Insurance Agent

State Farm: Gatson Agency; Allstate: Bush Agency
03.2001 - 06.2002

Branch/Operations Supervisor

Regions Bank
07.1997 - 03.2001

Senior Member Service Representative

Credit Union Service Centers
08.1994 - 08.1994

Bank Teller

Premier Bank
08.1994 - 08.1994

Bakery Manager

Brookshire’s
10.1989 - 08.1993

High School Diploma -

Caddo Parish Magnet High School

Similar Profiles

CREATE PROFILE
Susanne Biddle Shaw