Experienced troubleshooter and trainer, able to adapt to changing circumstances and execute.
Professional Experience
- Team Leader/Global Business Trainer, Aer Lingus –
- Originally responsible for New York site only, but training responsibility extended to support third-party providers. Role continued to grow in scope as department expanded.
- Supervised Launch On-Site for Two New Call Center Locations including on site training and planning.
- Responsible for initiatives to improve agent productivity
- Responsible for new and recurring employee training program, including creation of new lesson plans and presentations
- Conducted new and recurring employee training
- Responsible for creating and maintaining global training manual as part of a long-term initiative to document all processes.
- Set Quality Standards for first and third-party agents and participated in calibration and other quality exercises
- Perform detailed analysis of workflow issues and recommendations for resolution.
- Kept employees informed of new policies and procedures, and highlight existing policy based on quality analysis and outside input
- Supported automation by assisting development teams in mirroring human processes with automation, including launch of Refund Automation project(2019, assisting in second Refund project, 2022)
- Participated in new systems integration and setup, ensuring issues affecting usability were identified
- Liaised with other departments and service providers regarding existing systems, processes, and procedures
- Maintained a high level of proficiency with Aer Lingus proprietary systems as well as third-party products utilized for department functions
- Conducted 14 CFR 382 training and acted as a Complaints Resolution Official under regulation.
- Designed and scheduled reports in various disparate systems in order to support data gathering initiatives to determine quality and training obligations
- Above and Beyond Award – Commercial Division, August 2023
- Senior Customer Contact Agent, Aer Lingus –
- Supervisor
- Responsible to lead and make work assignments, provide feedback, participate in on the job coaching and training.
- Coaching a team of agents will the goal of improved performance
- Admin/Interline Coordinator/Facilities Manager, Aer Lingus –
- Responsible for coordinating relationships with other airlines
- Departmental Payroll and various Administrative duties
- Supplies and interacting with vendors
- Pricing Associate – Leave Replacement, Aer Lingus –
- System Administrator – Various Websites –
- Administrator – responsible for maintenance and upkeep of linux-based servers and content management systems as well as other hosted open source software.
- Customer Contact Agent, Aer Lingus –
- Handling the following airline functions: Reservations(Sales); Special Services(including tasks such as contacting hundreds of passengers and reaccommodating them due to cancellations or schedule changes); Refunds; Customer Service.
- Most Productive Agent, Aer Lingus USA, 14 out of 24 months before Award Discontinued
- Extra Yard Award, Aer Lingus USA, Oct. 2005
- Project Assistant to the Service Development Manager, Tompkins Consolidated Area Transit –
- Improving Passenger Information Systems: Data Gathering and Analysis
- Report Compilation(including Inspection of 235 Bus Shelters to assess need for repair
- Informal Review of Driver Compliance with ADA regulations
- Reprogramming of Electronic Destination Signs for Improved Comprehension
- Student Manager, Ithaca College Kosher Kitchen, Ithaca College Kosher Kitchen –
- Management and Training of Entry-Level Employees
Education
- Palmer School of Library and Information Science, Long Island University/C.W. Post Campus – Brookville, NY
- Education Coursework for School Library Media Certification, 2008
- Masters of Science in Library and Information Science, 2004
- Certificate of Advanced Studies in Archives & Records Management, 2004
- Ithaca College, Ithaca NY
- B.A. Planned Studies – Archival Science. 2003
- Including coursework in media production, presentation support media, and computer science.
- B.A. Planned Studies – Archival Science. 2003
- Bronx High School of Science, Bronx NY
- Bronx H.S. Of Science Diploma Specializing in Science and Mathematics, 1999
Certifications
- New York State Initial Certification, School Library Media, K-12
- New York State Public Librarian Certification
Skills
- Computer Skills
- Network Hardware Installation and Configuration
- Servers and Systems
- Linux Systems Proficiency
- Microsoft Office
- Intermediate Web design: PHP, CSS, XHTML
- Content Management Systems(WordPress, Etc.)
- WordPress PHP development.
- Elementary Java and C++ programming.
- Podcasting and Audio Production
- Educational Coursework
- School Library Media
- Information Storage and Retrieval
- Archival Theory
- U.S. History
- Computer Science
- Basic Coursework
- Politics
- Law
- Management
- Ethics
- Anthropology
- Museum Studies
- Architecture
Teaching Experience
- Elmont Memorial High School– Elmont NY
- Student Teacher, School Library Media, February-March 2008
- Ordering, cataloging, and weeding of collection and teaching of information literacy classes.
- Student Teacher, School Library Media, February-March 2008
- Henry L. Stimson Middle School– Huntington Station, NY
- Student Teacher, School Library Media, February 2009
- Teaching of information literacy classes.
- Student Teacher, School Library Media, February 2009
Honors and Affiliations
- President, UJC Chapter, Ithaca College, 2002
- Chairman of Program Board and Religious Affairs Coordinator, Hillel, Ithaca College, 2002-2003
- Operator, Restorer, and Tour Guide, Shoreline Trolley Museum, 2000-2003
- President, Society for Technical and Scientific Speakers, Bronx High School of Science, 1998-1999
- Director of Computing Services, Stuart S. Elenko Holocaust Museum & Studies Center, 1996-1997
- National Merit Scholarship Honoree