Summary
Overview
Work History
Education
Skills
Timeline
Generic

Elizabeth Roman

Los Angeles

Summary

Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

10
10
years of professional experience

Work History

Customer Service Manager, Training and Development

AMERICAN AIRLINES
01.2023 - Current
  • Closely collaborate and coordinate with Policy and Procedure, Quality, Frontline Leadership, and other stakeholders to ensure the training product evolves and aligns with strategic business objectives
  • Lead a team responsible for organizing and facilitating training programs including cross-team coordination with SMEs to develop and deliver curriculum
  • Engage in strategic planning and decision-making by adapting to changing circumstances as the business moves forward
  • Deliver relevant and accurate content that accelerates and sustains team member proficiency
  • Establish and evaluate metrics that measure the performance and success of ongoing training programs
  • Maximize the effectiveness of training initiatives by staying up-to-date with evolving training best practices, methods, learning tools, and technologies
  • Identify training improvement opportunities, and develop solutions that improve the effectiveness of training programs
  • Track, provide reporting, and drive measurable training delivery results for all programs
  • Manage Knowledge Management System (KMS) training content and associated knowledge-check quizzes and tests
  • Develop skills assessment new-hire programs that reduce training costs and result in higher yields of class graduates
  • Partner with product, technology, and business teams to integrate technologies that reduce team member effort
  • Coordinate with Enterprise Learning to leverage training resources, content, and technology
  • Success will be defined by the ability to drive transformational change, performance improvement, and a transition to a fully blended learning environment.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

Staff Assistant II

AMERICAN AIRLINES
01.2021 - 01.2023
  • Aids with preparation of management presentations and special projects as required
  • Administers, reviews, and monitors all local invoices through InvoiceWorks and disseminate as necessary
  • Troubleshoots and escalates office technology issues, including telephone and copier machines
  • Tracks and ensures employees complete onboarding duties, including appropriate system access, assignment of lockers, mailboxes, uniforms, badges, fingerprinting, training, etc
  • Assists in station event planning, coordination, and execution (i.e., Do Crew, luncheons, holiday meals, recognition events)
  • Handles payroll processing in Workbrain for management and support staff
  • Processes bereavement letters and coordinates local communications and response
  • Manages employee parking, including permitting and assignments, as required
  • Assists with timekeeping functions, data entry, data verification, reconciliations and filing
  • Maintains employee files, as necessary
  • Maintains Station meeting plans, including monthly emergency response
  • Accesses and manages various periodic reports, including performance, audit, expense, employee engagement and recognition, etc
  • Updates required manuals
  • Files and maintains all security related items
  • Acts as backup for various payroll functions
  • Manages records for OSHA, safety, etc
  • (301's, weekly and annual)
  • Assists with budget preparation and reconciliation, including monthly closeout of landing fees
  • Supports auditing activities as required
  • Tracks and verifies incentive funds earned
  • Liaises with CRE/Facilities and vendors to track local projects, as needed
  • Leads/directs work with other support staff, as needed.
  • Improved office efficiency by streamlining administrative processes and implementing organizational systems.
  • Assisted in the development of staff training materials, resulting in increased employee productivity and job satisfaction.

Inflight Crewmember/ Flight Attendant

JetBlue Airways
04.2019 - 01.2021
  • Greet passengers boarding aircraft and direct them to assigned seats
  • Verify that first aid kits and other emergency equipment, including fire extinguishers and oxygen bottles, are in working order
  • Walk aisles of plane to verify that passengers have complied with the federal regulations prior to takeoffs and landing
  • Announce and demonstrate safety and emergency procedures, such as use of the oxygen masks, seat belts, and life jackets
  • Direct and assist passengers in emergency procedures, such as evacuating a plane following an emergency landing
  • Attend preflight briefings concerning weather, altitudes, routes, emergency procedures, crew coordination, length of flights, food and beverage services offered, and number of passengers
  • Inspect and clean cabins, checking for any problems and making sure that cabins are in order.

Executive Administrative Assistant

Queens Air Services Development
08.2017 - 04.2019
  • Answer telephones and give information to callers, take messages, or transfer call to appropriate individuals
  • Manage office managers calendar scheduling and coordinating meetings and local networking events for the office manager
  • Managed the companies online calendar making daily updates
  • Prepared necessary material for office manager to prepare her for meetings and events
  • Open, read, route, and distribute incoming mail or other materials and answer routine letters
  • Operate office equipment such as fax machines, copiers, and phone systems, and use computers for spreadsheet, word processing, database management and other applications
  • Compose, type, and distribute meeting notes, routine correspondence, and reports
  • Proofread all outgoing documents for Office Manager
  • Draft and Submit Expense Reports
  • Provide services to customer, such as order placement or account information
  • Establish work procedures or schedule and keep track of the daily work of clerical staff
  • Operate electronic mail systems and coordinate the flow of information, internally or with other organizations
  • Supported and attended office manager with all projects and networking events
  • Acted as her Liaison in her absence
  • Arrange conference, meeting, or travel for office personnel.
  • Streamlined office operations by implementing efficient filing systems and managing executive calendars.
  • Enhanced communication between departments through proactive coordination of meetings and events.

Flight Attendant

Endeavor Air
04.2014 - 08.2017
  • Greet passengers boarding aircraft and direct them to assigned seats
  • Verify that first aid kits and other emergency equipment, including fire extinguishers and oxygen bottles, are in working order
  • Walk aisles of plane to verify that passengers have complied with the federal regulations prior to takeoffs and landing
  • Announce and demonstrate safety and emergency procedures, such as use of the oxygen masks, seat belts, and life jackets
  • Direct and assist passengers in emergency procedures, such as evacuating a plane following an emergency landing
  • Attend preflight briefings concerning weather, altitudes, routes, emergency procedures, crew coordination, length of flights, food and beverage services offered, and number of passengers
  • Inspect and clean cabins, checking for any problems and making sure that cabins are in order.

Education

Bachelor of Arts - Business Management

CUNY Brooklyn College
Brooklyn, NY
05.2012

Skills

  • Staffing Coordination
  • Project Management
  • Schedule Coordination
  • Workflow Management
  • Talent Development
  • Training and Coaching
  • Training Programs
  • Problem-Solving

Timeline

Customer Service Manager, Training and Development

AMERICAN AIRLINES
01.2023 - Current

Staff Assistant II

AMERICAN AIRLINES
01.2021 - 01.2023

Inflight Crewmember/ Flight Attendant

JetBlue Airways
04.2019 - 01.2021

Executive Administrative Assistant

Queens Air Services Development
08.2017 - 04.2019

Flight Attendant

Endeavor Air
04.2014 - 08.2017

Bachelor of Arts - Business Management

CUNY Brooklyn College

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Elizabeth Roman