Yajaira J. Heffernan
Astoria,N.Y.
Summary
Results-oriented HR leader with an MBA, specializing in employee relations and strategic planning. Successfully managed a team of 110, leveraging performance data to enhance accountability and operational efficiency. Led initiatives that fostered a positive workplace culture and achieved a 15% reduction in HR costs within three months.
Overview
22
22
years of professional experience
Work History
Field Service Manager
Delta Air Lines
NYC
05.2018 - Current
- Led field service teams for VIP charter interviews, enhancing performance and efficiency through focused management and support.
- Cultivated relationships with 110 NYC-based flight attendants, reinforcing Delta's culture and policies while delivering administrative support through in-person and digital channels.
- Review flight attendant performance via 1:1s monthly conversation to drive both accountability and performance team
- Conducted quarterly leader flying sessions with flight attendants who did not meet performance expectations.
- Conducted investigations into workplace violence, crew misconduct, and social media, producing accurate and organized actions.
- Apply performance data to improve operations, targeted to current business conditions, and forecast needs
- Served as safety champion for NYC region from 2018 to 2022
- Implement strategic and tactical plans to create a safety-conscious environment, resulting in employee safety and well-being
- Served as primary liaison for COVID-19 safety project at LGA, coordinating between stakeholders, contractors, IFS leadership, and project team to ensure effective communication and implementation.
- LGA Construction project lead- attend the walk-throughs of the new construction and IFS lounge configuration and logistics
Administrative Representative
IFS NYC JFK/ LGA
09.2017 - 05.2018
- Provided comprehensive office administration and served as primary point of contact for FSM and senior leaders.
- Managed complex calendar scheduling for IFS senior leaders by anticipating their needs and coordinating with NYC leaders.
- Perform advanced, diversified confidential administrative duties requiring comprehensive experience, skills, and knowledge of organization policies and procedures
- Proficient in all Microsoft Office applications and other IFS applications to efficiently generate reports related but not limited to expenses, travel itineraries, meetings, and overall organization of hosting incoming guests and meeting participants
- Assist in maintaining a clean, safe, efficient office environment by monitoring and ordering office supplies and equipment
- Collaborated with team to track and update HPC and Reliability weekly report, ensuring accurate and timely information.
- Champion the NYC Onboarding process
- Led JFK/LGA parking project to streamline operations and improve efficiency.
- Managed distribution of essential materials as NYC IFS issuing officer, facilitating efficient operations.
Airport Customer Service
ACS JFK
10.2013 - 09.2017
- Served as the first point of contact with all customers, greeted and assessed customers' needs to positively impact airport scores.
- Processed customer inquiries at service desk to address travel-related questions, alter, and amend reservations efficiently
- Assisted customers with technology use to enhance airport experience, including baggage tagging and lifting while ensuring safety protocols were followed
- Made public announcements to relay essential flight information and updates, facilitating orderly boarding and deplaning processes
- Related and owned information provided to customers during irregular operations to enhance communication and understanding.
- Efficiently coordinate with internal resources to dispatch flights in a safe and timely manner
Human Resources Director
Accurate Communication
01.2013 - 12.2016
- Led development of HR programs and policies for employee relations, compensation, benefits, safety, performance, and staffing levels
- Co-developed the company's first standardized recruitment and onboarding procedures
- Reduced HR costs by 15% within 3 months
- Developed in-house training programs to optimize budget allocation in targeted areas
- Conducted investigations and issued disciplinary actions and terminations.
- Coordinated logistics for company events and off-site team-building training to enhance employee engagement
- Prepared files for NYC audits
VIP Coordinator
Front Desk | W NY Downtown Hotel
10.2012 - 12.2013
- Acted as liaison between high-value guests and hotel staff, serving as lead contact for all VIP inquiries. Welcomed VIPs upon arrival, introducing them to our space and award-winning whatever-wherever service.
- Conducted daily overnight audit, ensuring compliance with all SOPS and LSOPS to maintain operational integrity.
- Obtained and transmitted credit card approvals for all reservations, prepaid no-shows
- Ensured accuracy for all posted transactions and posted all incidentals during the stay
- Generated daily reports on occupancy and total revenue from bar and in-room dining, providing insights for management decision-making.
- Prepared the hotel for the next day by cleaning and organizing all common areas and guest rooms. and prepared for the next day
Human Resources Manager
Wyndham Garden Hotel
01.2010 - 09.2012
- Lead recruiter and talent acquisitions Manager- oversee full circle recruitment and selection processes
- Promoted diversity and inclusion in hiring practices, managed employee relations issues including conflict resolution, investigations, and disciplinary actions for 317 employees, fostering a productive work environment.
- Generated monthly HR reports, supported management and department heads on disciplinary actions and terminations to ensure compliance and informed decision-making.
- Maintained compliance with labor laws, regulations, and company policies. Updated and enforced HR policies and procedures.
- Improve physical and electronic employees' files, verification & process of FMLA cases, workers' compensation, maintain a healthy employee relation in a unionized environment, and general HR compliance
- Project manager design and manage performance appraisal systems
- Support in setting goals and evaluating employee performance
- Executed and coordinated various company events, both in-house and outsourced, to enhance employee engagement. all company events in-house and outsourced.
Payroll Manager- HR
Milford Plaza Hotel
01.2007 - 01.2010
- Managed payroll processing for all hotel staff and contractors.
- Ensured compliance with federal and state payroll regulations.
- Oversaw timekeeping system for accurate employee hours tracking.
- Developed integrated HR team for unionized business with 400+ employees, enhancing collaboration and support.
- Executed downsizing plan for 550 employees, facilitating negotiations with union representatives for smooth transition.
HR Manager
Roosevelt Hotel
02.2005 - 01.2007
- Ensure efficiency of HR department operations and alignment with organizational goals with a focus on talent management, compliance, employee engagement, and strategic workforce planning
- Oversee all aspects of human resources practice and processes
- Served as primary contact for associates' inquiries, fostering healthy employee relations in a unionized environment while processing payroll for accurate record keeping of pay time and unpaid time for over 500 employees.
- Processed leave requests for personal days, holidays, sick leave, vacation, and FMLA, ensuring timely and compliant management of employee absences.
- Conducted thorough background checks for new hires to ensure compliance with company policies.
- Collected and verified references from Plaid as part of the hiring process.
- Managed EEOC compliance processes to uphold workplace equality and fairness.
- Ensured accuracy of physical and electronic employee files while maintaining compliance with NYC labor laws; generated monthly HR reports and coordinated company events, negotiating venue and catering arrangements within budget.
Human Resources Generalist
Roosevelt Hotel
09.2004 - 02.2005
- Oversaw day-to-day HR operations, ensuring compliance with labor laws and union contracts. Provided HR support to hotel employees and management, addressing various HR-related inquiries and issues. Served as the point of contact for HR functions including recruitment, onboarding, employee relations, performance management, and benefit administration. Coordinated daily schedules and events for Director and HR managers, optimizing time management and workflow.
- Facilitated recruitment processes and coordinated interviews for new hires.
- Developed training materials and conducted orientation sessions for staff onboarding.
- Managed employee records and maintained confidentiality of sensitive information.
Education
M.B.A | Master of Management - Human Resources Development
City University of New York
New York, NY02-2014
M.D. - Human Resources
City University of New York/ UOP
New York, NY09-2012
Hospitality Management Program -
CUNY NYC
New York, NY09-2008
Associates Degree - Tour & Travel
La Guardia College
New York, NY09-2006
Skills
- Process efficiency
- Performance analysis
- Staff management
- Process efficiency
- Project oversight
- Staff management
- Team management
- Scheduling
- Strategy design
- Client management
- Event coordination
- Scheduling
- Employee training
- Conflict management
- Problem resolution
- Communication skills
- Networking
- Team management
- Strategic management
- Performance evaluation
Languages:
Fluent in English and Spanish.
Awards & Qualifications
Starwood Hotel & Resorts SPC Champion 2011-2012, Member of the GEI Committee, HRM Certificate Recipient 2012-2017, Issuing Office Certificate SIDA Recipient Since 2018
Timeline
Field Service Manager
Delta Air Lines
05.2018 - Current
Administrative Representative
IFS NYC JFK/ LGA
09.2017 - 05.2018
Airport Customer Service
ACS JFK
10.2013 - 09.2017
Human Resources Director
Accurate Communication
01.2013 - 12.2016
VIP Coordinator
Front Desk | W NY Downtown Hotel
10.2012 - 12.2013
Human Resources Manager
Wyndham Garden Hotel
01.2010 - 09.2012
Payroll Manager- HR
Milford Plaza Hotel
01.2007 - 01.2010
HR Manager
Roosevelt Hotel
02.2005 - 01.2007
Human Resources Generalist
Roosevelt Hotel
09.2004 - 02.2005
M.B.A | Master of Management - Human Resources Development
City University of New York
M.D. - Human Resources
City University of New York/ UOP
Hospitality Management Program -
CUNY NYC
Associates Degree - Tour & Travel
La Guardia College