Bilingual Reservations Crewmember at jetBlue Airways
January 2013 - Present | Salt Lake City, UT
- Handle calls regarding general information about airline travel on JetBlue Airways in Spanish and English
- Respond to emails and other correspondence regarding Company products
- Resolve general customer service concerns through effective customer service techniques
- Ad hoc projects as assigned
Middle School Aide at Sunset Ridge Middle School
September 2012 - Present | West Jordan, UT
Hiredto teach students basic concepts in subjects ranging from reading comprehension and math, to writing and history. Additional duties include meeting with teachers and teaching assistants to set individual goals for students, preparing lesson plans, and facilitating group learning sessions
I also work with the security team to supervise students any time they are on the school premises but are not in a class. I also monitor the cafeteria, restrooms and study halls. If someone enters the building unauthorized, I greet them and direct them to the school office or to security personnel.
Vice President of Human Resources and Training at Cyprus Credit Union
2001 - 2012
Retained by Cyprus post merger and integration to direct all aspects of human resources, workforce management, compliance, and risk management for a full-service financial institution with 60,000 members and $600M in assets.
⢠Directed a seven member staff in managing performance and engagement of a 250+-member workforce spread across 16 branches; directed policy development and implementation, salary management, benefits administration, performance evaluations, state/federal compliance, and staff training programs.
⢠Upon assuming leadership, conducted an analysis to uncover human resources deficiencies in the credit union and constructed a strategic action plan to correct identified issues over a three-year period.
⢠Formalized the human resources function for the credit union by creating an employee handbook/policy manual, implementing a performance management system, enhancing legal compliance, and building a recruiting process that included screening applicants, face-to-face interviews, and a new-hire orientation.
⢠Introduced a comprehensive CRM tool that improved up-selling of additional services and expansion of existing offering; achieved an 11% improvement to revenue across each customer/segment group.
⢠Enhanced customer relations by reducing fees, boosting fee waivers, and migrating clients to less-costly distribution channels, including online banking options.
⢠Implemented technology-based training and converted classroom courses to electronic delivery to minimize costs and time away from work while meeting the needs of geographical dispersed employees.
⢠Revamped the performance management system to ensure equity across branches and departments; implemented a curved matrix that expanded scope of measurement to the overall organization.
⢠Served on the Business Loan Committee, analyzing and approving member loans.
Co-founder at MTM Investments, LLC
June 2004 - December 2011
As one of the founders of MTM Investments, I was responsible for enhancing the internal organization processes and infrastructure that allowed the company, with over $2.5M in real estate assets, to continue to grow and fulfill its mission.
- Oversaw risk management and legal activities: letters of agreement, contracts, leases, and other legal documents and agreements.
- Oversaw administrative functions for MTM, ensuring smooth daily operations.
President / CEO at Sorenson Employees Credit Union
1999 - 2001
Directed all aspects of an employer-based financial institution serving 2,000 members and representing more than $2M in assets; ensured all activities aligned with polices established by the Board of Directors.
⢠Managed a $300K operating budget and supervised a three-member staff in driving financial performance and minimizing risk for members, employees, and the credit union.
⢠Developed and implemented programs, policies, and best practices for the credit union and defined strategic and administrative direction for human resources, marketing, accounting, and audit functions.
⢠Computerized and automated manual procedures for entering and tracking data in the member account ledger, expediting financial reporting and lowering needed manpower 20%.
⢠Drove merger with Cyprus Federal Credit Union, focusing on integration of accounts, staff, and employee compensation and benefits packages over a ten-month period.
⢠Responsible for all Human Resources functions including payroll, recruiting, and merger functions.
Manager at Sorenson Employees Credit Union
1999 - 2001
Directed all aspects of an employer-based financial institution serving 2,000 members and representing more than $2M in assets; ensured all activities aligned with polices established by the Board of Directors.
o Managed a $300K operating budget and supervised a three-member staff in driving financial performance and minimizing risk for members, employees, and the credit union.
o Developed and implemented programs, policies, and best practices for the credit union and defined strategic and administrative direction for human resources, marketing, accounting, and audit functions.
o Computerized and automated manual procedures for entering and tracking data in the member account ledger, expediting financial reporting and lowering needed manpower 20%.
o Drove merger with Cyprus Federal Credit Union, focusing on integration of accounts, staff, and employee compensation and benefits packages over a ten-month period.
o Responsible for all Human Resources functions including payroll, recruiting, and merger functions.
Assistant Manager at Rafael's Mexican Restaurant
1996 - 1999
Oversaw operations and scheduling for a 30-member staff; cut labor expense 6% and expanded menu offerings 15%, resulting in a 12% revenue increase YOY.
Assisted with Human Resources functions including recruiting.
Office Manager at San Juan, Puerto Rico Mission
February 1996 - October 1996
Developed office procedures and policies and directed daily activities to ensure high levels of productivity from employees
Senior Learning Consultant at Cash America
August 2013
Responsible for the coordination of employee training programs. Consults with management regarding training needs of the organization, coordinates with outside vendors, ensures availability of all training materials and ensures that all employees are aware of training requirements. Assists in other administrative training and development tasks associated with training programs. Must stay abreast of new training methods and determine relevancy to company employees.
Human Resources Officer, LT at US Navy Reserve
December 2005
Currently serving as a Special Projects Officer for Navy Personnel Command.
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