• Answers employee inquiries regarding employment related policies and processes within defined SLA• Utilizes various web-based service delivery vehicles (ESS, MSS, DIY process aids), email, fax, etc. to get the information to the customer• Refers complex cases requiring interpretation where policies or regulations are not clear, to the SME or Supervisor• Documents issues and resolutions in case management system (Remedy)• Coordinates issue resolution by escalating to the appropriate source for questions that cannot be answered on first call• Educates employees on company practices and tools such as company website, self-service, and other tools to encourage employees and managers to resolve simple issues on their own• Recognizes and escalates trends in employee issues• Makes recommendations to supervisor to improve employee service• Sends forms to employees or directs employees as to where to get forms when required for changes• Handles routine changes by processing paperwork and inputting data into HRIS system (Workday)

• Coordinated leave of absence/leave management at an assigned property/business unit for FMLA Administrators• Reviewed leave requests to ensure documentation completeness, accuracy of information, and eligibility hours• Worked with the employee and his/her medical care physician on incomplete forms and informs them of submittal deadlines• Responded to requests regarding leave of absence, including general inquiries and status updates, in a timely manner• Worked with FMLA Administrators to create, implement, and maintain standard records, time lines and tracking mechanisms relative to absence management• Maintained a close professional relationship with the property HR team, managers and employees to expedite the request for leave, the approvals and on-going administration of all leave requests• Focused on continuous improvement efforts in order to identify efficiencies and continue to streamline processes

• Learn all aspects of company’s policies and procedures involving payroll, benefits, time off, FMLA, and attendance• Answer employees questions concerning payroll, benefits, time off, FMLA, and attendance policies• Provide Employees, Managers, Directors, and Administrators with help in navigating HR software system, Workday• Implemented new procedures that led to over 600 employees being properly paid for annual physical day• Assist with recurrent training for the department and assist department employees with escalated issues

• Learned aspects of Corporate Social Responsibility by working with Sustainability Department to engage employees in sustainability efforts• Learned aspects of Employee Engagement by attending events and observing Employee Engagement staff members• Learned aspects of Employee Relations by observing an HR Business Partner• Developed recurrent training materials with Manager of HR Shared Services

• Trained new hires in procedures and policies • Learned all aspects of airline’s services and policies to provide agents and customers with complete information• Resolved customers’ complaints in a timely fashion• Developed working relationships with other departments in order to assist customers with all of their needs

• Made, changed and canceled customer reservations• Provided fast, friendly and efficient customer service to customers at all times• Engaged in customer interaction including answering questions and assisting customers in use of website• Handled customer complaints promptly• Tested new technologies for use by both employees and customers

• Served as interim Co-Manager for 6 months with responsibility of scheduling all agents in the department• Trained and developed new reservation agents• Assigned break periods to agents• Ensured all agents performed to company standards and per company policies

• Made, changed and canceled customer reservations• Provided fast, friendly and efficient customer service to customers at all times• Engaged in customer interaction including answering questions• Handled customer complaints promptly