Glen Ellyn, Illinois, United States
Terri Hilt Glen Ellyn, Illinois Customer Service Manager | Employee Development Manager Energetic, results-oriented leader with proven success in both call center and airport operations environments. Known for providing compassionate leadership while holding people accountable for delivering results. Strong interpersonal and motivational skills. Effective use of rewards and recognition. Core competencies include: +Operations and Customer Service +Employee Development +Leading by Example Professional Experience May 2007 – Present | Glenbard Township High School District 87 | Glen Ellyn, Illinois Instructional Supervisor, Special Ed Department – Glenbard West September – October 2006 | Lord, Bissell & Brook LLP, Attorneys at Law | Atlanta, Georgia Recruitment Consultant (Contract) 1977 – 2006 | Delta Air Lines Manager, Employee Programs – Hartsfield-Jackson Atlanta International Airport | 2005 – 2006 Led team of 11 supervisors who supported all 4500+ employees at the Atlanta Worldport; responsible for hiring, payroll, scheduling, time and attendance, occupational/non-occupational injury reporting, and leave of absence benefits. Duty (Operations) Manager – International Passenger Service | 2002 – 2005 Led team of eight (8) supervisors and 350 gate and ticket agents, responsible for safety, customer service, and on-time performance on Delta’s international concourse in Atlanta. Supervisor – Reservation Sales Call Center | 1995 – 2002 Monitored phone calls regularly; provided effective coaching and counseling feedback. Mentored and supervised candidates selected for Leadership Development. Customer Service / Senior Customer Service Agent | Chicago, Dallas-Ft. Worth, Atlanta | 1977 – 1995 Worked all areas of customer service, including baggage, cargo, Crown Room Club, Passenger Service Agent (Red Coat), Reservation Sales, and Customer Service Desk. Education Bachelor of Arts, Elementary Education | Carthage College | Kenosha, Wisconsin
Paraprofessional, Special Education Department
Manager, Employee Programs – Hartsfield-Jackson Atlanta International Airport | 2005 – 2006 Led team of 11 supervisors and coordinators who supported all 4500+ employees at the Atlanta Worldport; responsible for hiring, payroll, scheduling, time and attendance, occupational/non-occupational injury reporting, and leave of absence benefits. Accomplishments > Reduced overall number of employees working light duty from 120 per week to less than 10 per week. > Saved $165,000 in airport customer service supplies by tracking purchases and limiting ordering privileges. > Streamlined new-hire processes to ensure all FAA-mandated training was completed prior to progressing into classroom training. > Supervised administration of accurate complement report, tracking the authorized vs. actual complement of all 4500+ company employees in the Atlanta Worldport. This daily report was submitted to immediate director, and to company vice president of the Atlanta airport, providing the VP and financial officers information critical to decisions on recruitment and overtime. > Liaison between Employee Programs and Airport Customer Service Employee Forum. Provided information and support to resolve employee issues. Improved schedules in employee buses, added color-coded signage for non-English speaking passengers arriving on international flights, and initiated the first-ever Black History month celebration, which evolved into a yearly event. In addition: > Member of Delta’s GO Team, a CARE-trained team responsible for responding to family members, communities, and airport operations in the event of an airline accident. > Wrote articles for Delta Air Lines' NewsDigest, a monthly employee magazine for Delta employees. One article was selected for publication in The Ragan Report – a highly regarded journal for communicators.