Hannah Malauulu
San Diego
Summary
Accomplished training professional with a proven track record at the Transportation Security Administration, enhancing team performance and employee retention through innovative training programs. Expert in creative problem-solving and effective communication, I've significantly improved workplace efficiency and fostered a collaborative environment. Skilled in both e-learning development and critical thinking, my approach has consistently elevated organizational capabilities.
Overview
8
8
years of professional experience
Work History
Assistant Training Instructor
Transportation Security Administration, TSA
12.2020 - Current
- Collaborated with department managers to identify team skill gaps and develop targeted training solutions, optimizing overall performance levels.
- Evaluated trainee progress through assessments and feedback, adjusting instruction methods to optimize comprehension.
- Gathered trainee feedback post-training sessions to refine future instructional approaches, resulting in increased effectiveness of delivered content.
- Supported new hires'' successful transition into their roles with thorough orientation sessions, reducing initial job stress.
- Utilized multiple delivery formats including classroom instruction, e-learning modules, webinars, and on-the-job coaching to cater diverse learner preferences and requirements.
- Increased workplace efficiency through the design and delivery of customized training modules focused on company-specific processes and tools.
- Streamlined training processes by creating detailed documentation for recurring tasks, reducing time spent on redundant explanations.
- Supported company-wide initiatives such as diversity and inclusion by incorporating relevant topics into training materials and fostering an inclusive learning environment.
- Improved employee retention rates by implementing engaging and interactive learning methods.
- Fostered a positive learning environment by addressing individual learner concerns and adapting teaching styles as needed.
- Coached underperforming employees with personalized development plans, enhancing their productivity
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Optimized training schedules by coordinating with department heads, ensuring minimal disruption to daily operations.
- Assisted in designing an improved onboarding process for new employees, shortening time-to-productivity ratios.
- Served as a subject matter expert in employee development, providing guidance and resources for colleagues seeking professional growth opportunities.
- Evaluated student performance and used feedback to improve course.
- Maintained accurate records of employee participation in various training courses for compliance purposes and performance reviews.
Lead Transportation Security Officer
Transportation Security Administration, TSA
12.2018 - Current
- Managed team of trained security professionals engaged in anti-terrorism activities.
- Safeguarded transportation operations at commercial airports and railway stations.
- Developed comprehensive emergency response plans for various threat scenarios, ensuring swift action in critical situations.
- Conducted regular audits and inspections to maintain compliance with TSA regulations and guidelines.
- Coordinated scheduling for optimal staffing levels at checkpoints during peak travel periods.
- Oversaw daily inventory management of equipment and supplies, ensuring proper maintenance and availability when needed.
Customer Service Supervisor
Aviation Port Services
01.2017 - 01.2019
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Education
Associate Of Applied Science - Business Administration
San Diego Mesa College
San Diego, CA05.2017
Skills
- Workplace safety
- Student engagement
- Teaching strategies
- Task delegation
- Creative problem solving
- Planning and coordination
- New hire training
- Proficient in software
- Clear verbal communication
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Reliability
- Critical thinking
- Active listening
- Team collaboration
- Organizational skills
- Effective communication
Timeline
Assistant Training Instructor
Transportation Security Administration, TSA
12.2020 - Current
Lead Transportation Security Officer
Transportation Security Administration, TSA
12.2018 - Current
Customer Service Supervisor
Aviation Port Services
01.2017 - 01.2019
Associate Of Applied Science - Business Administration
San Diego Mesa College
Similar Profiles
Kevin Cerrato MedinaKevin Cerrato Medina
Transportation Security Officer at Transportation Security Administration, TSATransportation Security Officer at Transportation Security Administration, TSA
Francesca BeckerFrancesca Becker
Program Analyst at Transportation Security Administration, TSAProgram Analyst at Transportation Security Administration, TSA
Tiffany RobbinsTiffany Robbins
Transportation Security Officer at Transportation Security Administration, TSATransportation Security Officer at Transportation Security Administration, TSA